Managing IT services : aligning best practice with a quality methodMiha Kastelic
, Peter Peer
, 2012, izvirni znanstveni članek
Opis: Managing information technology services is becoming an increasingly difficult task. To support the management of IT services, different standards and methodologies have been developed. ITIL (short for IT Infrastructure Library) is the most commonly used best practice approach to effective IT Service Management to date. ITIL focuses primarily on what to do in order to ensure value of IT services, but it does not explain how to achieve this effectively. This shortcoming can be overcome by complementing the framework with other quality approaches to service management. In this context several methodologies are mentioned including the use of Six Sigma (6s) methodology. The statistical nature of the Six Sigma methodology enables us to analyze the vast amount of data gathered from the field of IT. Only after these value-based metrics are obtained can the overall health of the IT service be determined and the necessary improvement measures made. The aim of this paper is to analyze in detail the two approaches. We will establish a common link between them, with it the opportunity to complement ITIL with the Six Sigma methodology, and consequently set foundations for introduction of necessary measurable changes.
Ključne besede: IT service management, ITIL, Six Sigma methodology, DMAIC, continual improvement
Objavljeno v DKUM: 04.12.2017; Ogledov: 711; Prenosov: 111
Celotno besedilo (1,09 MB)
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A successful CRM implementation project in a service company : case studyFranka Piskar
, Armand Faganel
, 2009, izvirni znanstveni članek
Opis: Customer relationship management - CRM implementations increased rapidly in Slovenia in the last few years, following the trends elsewhere. Studies reporting how the implementation project goes on before, between and after the implementation are scarce. We offer a thorough case study analysis of the CRM implementation with a positive outcome in a Slovene service company. Case study demonstrates that CRM implementation is a holistic and complex concept, which means that it is not merely an integration of new information technology, but everything that happens around the business processes changes. We recommend that the company has already established a process approach and the orientation toward customers. Study showed the need for efficient leadership, acquirement of resources and CRM strategy implementation control; trust to the software solution shouldn't be self-understood. Through implemented analytical CRM company can improve the relationship with customers, achieve larger information sharing between employees and accept better strategic decisions.
Ključne besede: customer relationship management, implementation, customer focus, process approach, quality, customer information, marketing, service company, Slovenia
Objavljeno v DKUM: 28.11.2017; Ogledov: 939; Prenosov: 133
Celotno besedilo (619,42 KB)
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Characteristics of logistics outsourcing in Bulgaria : The perspectives of the logistics service providers and their customersMiroslava Rakovska
, 2016, izvirni znanstveni članek
Opis: The increased demand and supply of logistics services bring together the logistics service providers (LSPs) and the companies that outsource logistics activities. LSPs stand in between those companies and their customers, thus playing an essential role for supply chain integration. If the two parties have different viewpoints of the processes in the supply chain, the fulfillment of the goal to satisfy the end customers may be hindered. The purpose of this article is two-fold: First, to investigate the characteristics of logistics outsourcing in Bulgaria from the perspectives of the logistics service providers and their customers, and more specifically, to compare their viewpoints concerning the motives for outsourcing, the methods and contents of communication and some relationship management aspects; Second, to assess the relations of the communication and relationship management aspects to customer satisfaction. This article is based on empirical data provided by 138 manufacturing and trading companies and 136 LSPs and collected through two structured questionnaires designed to address the researched issues. The data were analyzed using descriptive statistics and the independent samples t-test. The research found that the service related reasons for logistics outsourcing are prevailing and that LSPs overestimate, compared to manufacturing and trading companies, motives related to service, organizational capabilities and relationships, while more manufacturing and trading companies concern as important the availability of logistics assets and the provision of value-added services. The research also found that both the LSPs and their customers consider that the extent of sharing of knowledge and information essential for material flow integration is very low and that the usage of team meetings and joint teams is quite rare. Also, customers do not view their relationships with the LSPs as so collaborative as viewed by the LSPs. Furthermore, the research proved the existence of positive relationships between customer satisfaction and communication through team meetings and joint teams, knowledge sharing concerning material flow management and relationship management issues such as trust, mutual problem solving, understanding the logistics strategy of the other party and respecting its financial interests. The research findings may help fill in some of the gaps between LSPs and their customers. They point the need for LSPs to include in their service offerings more value-added services and to invest in assets that provide reliable and flexible services for their customers. The research also highlights the importance of knowledge sharing and trust building and reveals great potential for effective trust-based alliances between LSPs and their customers that could help them extract more competitive benefits from their relationships.
Ključne besede: logistics outsourcing, logistics service providers, outsourcing motives, communication, relationship management
Objavljeno v DKUM: 17.11.2017; Ogledov: 614; Prenosov: 136
Celotno besedilo (385,28 KB)
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Involving consumers in the programmes of consumption adjustment by using dynamic tariffing within the European Project Flex4GridKristijan Koželj
, Anton Kos
, Damjan Bobek
, objavljeni znanstveni prispevek na konferenci
Opis: The distribution company Elektro Celje d.d. as a member of the International Consortium has successfully applied for the European Programme Tender on Research and Innovations Horizon 2020 with Flex4Grid project focusing on solutions that would allow flexibility management of users – the so-called prosumers of the distribution network in the field of consumption as well as power generation. Flex4Grid, a European Development Project, focuses primarily on the development of an open technological system for data management and service provision which would allow managing user or prosumer flexibility of the distribution network in respect of their power consumption as well as power generation. Prosumer flexibility is a capability of prosumers to adjust their consumption or power generation to the needs of other stakeholders within the system, and could be rewarded for such adjustment. The service will be offered in a computer cloud where anonymised data will be collected. Some new business models will be developed and some new incentives for prosumer participation in such projects will be introduced.
Ključne besede: Horizon 2020, Flex4Grid, data management, service provision, distribution networks
Objavljeno v DKUM: 11.10.2017; Ogledov: 752; Prenosov: 142
Celotno besedilo (376,67 KB)
ZAVEDANJE UPORABNIKOV O ZASEBNOSTI IN VARNOSTI OBLAČNIH STORITEVDejan Tojnko
, 2016, diplomsko delo
Opis: Varnost in zasebnost podatkov, je v današnjem času zelo pomembna, saj se informacije o ljudeh zbirajo na vsakem koraku na vsakem koraku. Naloga skrbnikov podatkov je, da podatke zaščitijo in tako varujejo zasebnost, naloga ljudi pa je, da z svojimi podatki ravnajo odgovorno in so seznanjeni komu jih predajajo. V prvem delu diplomskega dela smo teoretično opisali, kaj pomeni varnost in zasebnost podatkov in kako se zagotavlja. V drugem delu, pa smo izvedli raziskavo z pomočjo eksperimenta, ki je vključeval napravo za sledenje očem in anketni vprašalnik. V tretjem delu naloge smo predstavili rezultate raziskave in podali nekaj predlogov. Rezultati raziskave so pokazali, da uporabniki ne zaupajo v oblačne storitve, kar je lahko posledica tega, da so zelo slabo seznanjeni z varnostjo in varovanjem zasebnosti v tovrstnih storitvah. Uporabnik prav tako ne pozna svojih pravic in se ne seznani z pogoji uporabe, čeprav jih ponudniki jasno predstavijo. Na splošno je zavedanje o varnosti in zasebnosti zelo nizko. Ugotovili smo, da raziskava pri kateri potrebujemo več kandidatov in posebno opreme še zdaleč ni preprosta za izvedbo in zahteva veliko priprav in načrtovanja.
Ključne besede: Saas - Software as a service – programska oprema kot storitev, IaaS - Infrastructure as a Service – infrastruktura kot storitev, PaaS - Platform as a Service – platforma kot storitev, CRM – customer relation management - upravljanje odnosov s strankami, AES - advanced encryption standard – napredni šifrirni standard, EU – European Union – Evropska unija, DoS – Denial of Service – zavrnitev storitve
Objavljeno v DKUM: 26.09.2016; Ogledov: 973; Prenosov: 77
Celotno besedilo (1,57 MB)