Analiza i modeliranje sustava upravljanja zahtjevima korisnika za servisom u servisnom centru

master's thesis

• Title (english): Analysis and Modeling of Customer Requirements Management for Repair Service Companies
• Author: Lidija Belužić
• Mentor: Štefica Mrvelj (mentor)
• Committee member: Marko Matulin (predsjednik povjerenstva)
• Committee member: Ivan Grgurević (član povjerenstva)
• Committee member: Mario Muštra (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; (Division of Transport); (Department of Information and Communications Traffic); Zagreb
• Defense date and country: 2019-09-25, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology; Postal and Telecommunications Traffic

Abstract

Većina današnjih tvrtki radi u natjecateljskom okruženju, što vodi ka potrebi povećanja konkurentne pozicije na tržištu. Da bi tvrtke bile konkurentne na tržištu moraju nužno optimizirati svoje unutarnje procese. Ta optimizacija zahtijeva poslovne modele koji predstavljaju strukturu poslovanja koja omogućava organizacijama analizu i simulaciju promjena prije implementacije. U radu je analizirana problematika upravljanja zahtjevima za servisom u servisnom centru te su primjenom odgovarajućih UML (engl. Unified Modeling Language) dijagrama prikazani poslovni procesi upravljanja tim zahtjevima. Razvijena je web aplikacija koja omogućava cjelokupni proces vođenja termina i evidencija lokacija predviđenih za servisere koji odlaze do krajnjeg korisnika. Predloženi način upravljanja zahtjevima u servisnom centru omogućava povećanje kvalitete usluge servisera i minimiziranje troškova pružanja usluge.

Abstract (english)

Most of today's businesses operate in a competitive environment, leading to the need to increase their competitive position in the market. In order to be competitive in the market, companies must necessarily optimize their internal processes. This optimization requires business models that represent a business structure that enables organizations to analyze and simulate changes before implementation. The paper analyzes the problems of managing service requests in a service center and presents the business processes of managing these requests using the appropriate Unified Modeling Language (UML) diagrams. A web application has been developed that enables the complete process of keeping dates and records of locations intended for end-user repairers. The proposed method of managing requests in a service center allows to increase the quality of service of the servicer and to minimize the cost of providing the service.

• Keywords: poslovni proces; UML dijagram; web aplikacija
• Keywords (english): business process; UML diagram; Web application
• Language: croatian
• URN:NBN: urn:nbn:hr:119:649237
• Study programme: Title: Traffic and Transport; specializations in: Road Traffic and Transport, Railway Traffic and Transport, Water Traffic and Transport, Air Traffic and Transport, Postal Traffic, Information and Communication Traffic, Urban Traffic and Transport; Course: Information and Communication Traffic; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra inženjer/inženjerka prometa (magistar/magistra inženjer/inženjerka prometa)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2019-12-17 14:48:35