| Autor: |
Stefan Komazec, Ivan Todorović, Ondrej Jaško, Milan Jovanović |
| Rok vydání: |
2020 |
| Předmět: |
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| Zdroj: |
39th International Conference on Organizational Science Development. |
| DOI: |
10.18690/978-961-286-388-3.64 |
| Popis: |
Processes are one of key elements of each organization, so their analysis and constant improvement is essential for developing and maintaining competitive advantage. Business process mapping represents the initial step in process optimization. Another important aspect of good market position and business success is customer satisfaction. Organizations that are customer-oriented have much higher chance for satisfying and retaining their customers. Steel production industry is specific for extremely large and expensive orders on one hand, and production limits in terms of dimensions and quality on the other hand. In this industry clients are expected to accept certain adoptions of their demands in cases of production to order, or to adapt to predefined portfolio in cases of production in advance. Production to order in steel industry is more difficult to organize and increases production costs, but this approach improves customer orientation and eliminates the risk of unsold goods. However, order optimization is the step that can endanger customer satisfaction within sales and negotiation process in such production. This paper will show how process mapping and analysis as a tool in organizational design can represent a base for process flow optimization that increases process efficiency but also improves customer orientation, leading to competitive advantage. |
| Databáze: |
OpenAIRE |
| Externí odkaz: |
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