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The use of the Kano model to enhance costumer satisfaction
Laura Južnik, Mitja Kozar, 2017, izvirni znanstveni članek

Opis: Background/purpose: The interest of measuring customer satisfaction is reflected in its ability to gain customer loyalty, enhance favourable word of mouth, lead to repeat purchases and improve a company’s market share and profitability. The issue of integrating the Kano model of customer satisfaction with other models and tools to support development or improvement of a product, or to determine market strategies, is relatively unexplored in the Slovenian sector. This research aims to construct the Kano model in order to enhance customer satisfaction in the case of home appliances. Design/Methodology/Approach: Data was collected using an online survey amongst randomly selected individuals from the service interventions for an end users database. Principal component factor analysis was first used to identify the underlying factors of home appliance characteristics. In the next phase we calculated the derived and stated importance of customer satisfaction, which was then used to construct the Kano model of customer satisfaction. We further analysed which factors are the strongest drivers, or predictors, of repeat purchase using multiple regression analysis. Results: In the study we identified the underlying home appliance factors. The results show that these factors are: sales environment, price, user features, design features and technical features. The results were then used to construct the Kano model where the analysis goes beyond the qualitative analysis by implementing two approaches, stated and derived importance approach. According to the Kano model, marketers should concentrate on delight characteristics such as: wider knowledge of the salesperson, professional skills of the salesperson, design of home appliance, brand of home appliance. What is more, factors called ‘user features’ are the strongest predictors of repeat purchase. Conclusion: This paper links the Kano model with measuring customer satisfaction and presents a contribution for marketing research theory. Therefore, the results could be used to support optimization of business decision-making, as well as for further scientific research.
Ključne besede: optimization, business decisions, Kano model, consumers, satisfaction, measuring satisfaction
Objavljeno: 23.01.2018; Ogledov: 656; Prenosov: 106
.pdf Celotno besedilo (842,90 KB)
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The importance of business model factors for cloud computing adoption
Kristina Bogataj Habjan, Andreja Pucihar, 2017, izvirni znanstveni članek

Opis: Background and Purpose: Bringing several opportunities for more effective and efficient IT governance and service exploitation, cloud computing is expected to impact the European and global economies significantly. Market data show that despite many advantages and promised benefits the adoption of cloud computing is not as fast and widespread as foreseen. This situation shows the need for further exploration of the potentials of cloud computing and its implementation on the market. The purpose of this research was to identify individual business model factors with the highest impact on cloud computing adoption. In addition, the aim was to identify the differences in opinion regarding the importance of business model factors on cloud computing adoption according to companies’ previous experiences with cloud computing services. Methodology: Based on literature review, prior research results, and interviews with cloud computing providers and users, a research model was developed. Statistical analysis focused on identification of factors’ importance on cloud computing adoption and differences in opinions according to respondents’ previous experiences with cloud computing services. The study was done among 80 companies and five major cloud computing providers in Slovenia. Results: The research results reveal statistically significant differences in opinions on the importance of cloud computing business model factors according to respondents’ previous experiences with cloud computing services. The results can provide orientation for redesign or innovation of existing business models towards the creation of a customer-oriented business model for the more successful exploitation of cloud computing services and business opportunities. For potential users, the findings represent guidelines for the successful adoption of cloud computing services. Conclusions: In our research, the investigated business model factors could be classified into so-called “business model organizational factors”, as they primarily need to be considered by cloud service providers when defining or innovating their business models. For future research, the model should also include the impact of environmental factors, such as Competition, Business Partners, Legislation, Economic Situation, in order to investigate their impact on cloud adoption.
Ključne besede: cloud computing adoption, SaaS, IaaS, business model factors
Objavljeno: 01.09.2017; Ogledov: 925; Prenosov: 100
.pdf Celotno besedilo (1,02 MB)
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Business model innovation: insights from a multiple case study of Slovenian SMEs
Marjeta Marolt, Gregor Lenart, Damjan Maletič, Mirjana Kljajić Borštnar, Andreja Pucihar, 2016, izvirni znanstveni članek

Opis: Background and Purpose: Business model innovation (BMI) has become increasingly important, especially in the fast changing business environment. While large enterprises approach these changes systematically, small and medium sized enterprises (SMEs) are left to their own resourcefulness. For the purpose of developing dedicated methods and tools to support different SMEs in addressing these challenges, we have conducted a multiple case study to gain insights into factors that drive SMEs to innovate their BM, how they approach BMI and what changes they made to their BM. Design/Methodology/Approach: First the framework of analysis was developed based on BMI research frameworks identified in literature review. Then the multiple case studies were conducted following the case study protocol developed by Envision project. Results: Based on the proposed framework the results of four Slovene SME cases revealed differences between enterprises regarding the drivers behind BMI and changes in usage of the different BMI elements. Conclusion: Overall, the results suggest all four SMEs, coming from different sectors, are facing BMI challenges without systematically addressing it and without using any dedicated BM ontologies or tools.
Ključne besede: business model, business model innovation, drivers of innovation, multiple case study
Objavljeno: 03.04.2017; Ogledov: 805; Prenosov: 326
.pdf Celotno besedilo (508,96 KB)
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Innovativeness as precondition for business excellence in public utiliy (communal) companies
Branko Škafar, Matjaž Mulej, 2008, izvirni znanstveni članek

Opis: This article presents a new business excellence model for PUC (PUC), especially in countries in transition as one way to business excellence. The new model has proven successful in a multinational company's daughter company in Slovenia in practice as well as in comparison with companies performing the same activity. We are aware that there are no universal models for success, but there are tools which make it easier to reach. Of course, one single tool will not make a company successful. It must have a unique (original) and requisitely holistic business model to succeed. And talking about unique, i.e. different from others, brings us to innovativeness - the main topic of this research as the background of business excellence, including the PUC. The presented new model has been evolving over ten years and proved successful in practice.
Ključne besede: business excellence, business excellence model, innovativeness, public utility companies, requisite holism
Objavljeno: 10.07.2015; Ogledov: 518; Prenosov: 49
.pdf Celotno besedilo (422,86 KB)
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The steps of Slovenian organisations on the way to business excellence
Boštjan Gomišček, Anja Pibernik, 2011, izvirni znanstveni članek

Opis: This research was carried out among the winners of the Slovenian business excellence prize (PRSPO), finalists and those who received special diplomas as a recognition level reached by applicants in implementing the business excellence model. Based on the findings of the research, we defined eight steps that organizations can consider as a guide on the path towards excellence. The purpose of the study was to examine how the previous winners of the PRSPO began their journey towards excellence, which were the key factors, what problems they encountered and how they managed to win the diploma or award. The analysis of the survey showed that the ISO 9001 standard is considered a first step towards the Slovenian business excellence award - in fact, it is a prerequisite for further improvements in the organization. The second step involves top management commitment and support for the introduction of excellence into business processes. The top management, in cooperation with all the employees, defines the areas for improvement and also confirms the method of implementation, both conceptually and financially. It is also necessary to take environmental aspects into consideration, which is provided by a third step along with the introduction of the ISO 14001. Once an organization defines the processes, it begins to introduce the business excellence model in the fourth step and carries out the self-assessment process. The key opportunities for improvement identified by the self-assessment process are further introduced in the business. In doing so, the organization can use various quality management approaches (the fifth step) and the first application for the PRSPO. In the sixth step, the organization encourages its employees to follow continuous education and innovation and, in the seventh step, participates again in the competition for the Slovenian business excellence award. As the required business excellence level is achieved, the organization receives the award for business excellence (PRSPO).
Ključne besede: business excellence, EFQM excellence model, Slovenian business excellence prize, quality management approaches
Objavljeno: 10.07.2015; Ogledov: 851; Prenosov: 276
.pdf Celotno besedilo (980,55 KB)
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Ivan Malbašić, 2015, doktorska disertacija

Opis: Theories of organization and management have offered several concepts and models indicating that organizational values are an important factor in running organizations. A still unexplained question concerns the creation of balanced organizational values which can support the achievement of diversified and even seemingly incompatible goals of today's organizations. To explore balanced organizational values in contemporary business practice, we tested two most frequently used value models, i.e., the Competing Values Framework and Schwartz’s values model, on the sample of the Fortune 100 companies. This dissertation proposes a new model of balanced organizational values named Mission-based model of organizational values which proved itself to be more appropriate for researching balanced values in contemporary business practice than the two most frequently used value models (the Competing Values Framework and Schwartz’s values model), thus supporting the first hypothesis of this dissertation. Given the particularities of balanced organizational values research, an instrument for measuring organizational values was developed to suit the specific needs of this research. In order to test the research hypotheses, a research in 24 Croatian companies was conducted. In each of these companies, between 27 and 50 employees were surveyed giving a total sample size of 874 respondents. The results of statistical analysis performed to test the second hypothesis, as well as the related sub-hypotheses, indicate that the degree of imbalance of organizational values has no significant effect on the higher level of organizational commitment. The same applies to the two separate components of organizational commitment—affective and normative. However, the existence of medium-sized negative correlation between the degree of imbalance of organizational values and continuance component of organizational commitment was determined. The testing results of the third hypothesis, as well as the related sub-hypotheses, indicate that organizations with balanced organizational values are, in general, more effective than organizations with imbalanced values. Moreover, this correlation was found not only for the overall level of organizational effectiveness, but also for the most perspectives of organizational effectiveness based on the Balanced Scorecard approach. To conclude, this dissertation contributes to a better understanding of the role of organizational values in business, especially emphasizing the importance and role of balanced organizational values. Mission-based model of organizational values, developed within this dissertation, follows the findings of the most used models, integrating and upgrading them with new cognitions based on selected scientific knowledge and experience from business practice. And most importantly, this dissertation presents an empirical confirmation of the importance of balancing organizational values as one of the preconditions for successful business.
Ključne besede: organizational values, balanced values, model of organizational values, business performance, organizational effectiveness, organizational commitment, Fortune 100 companies
Objavljeno: 14.04.2015; Ogledov: 1228; Prenosov: 191
.pdf Celotno besedilo (9,47 MB)

Aleš Frece, 2013, doktorska disertacija

Opis: V disertaciji predlagamo od jezika ter notacij za modeliranje poslovnih procesov neodvisen metamodel za formalno specifikacijo funkcionalnih zahtev dinamičnega izbiranja storitev v modelih poslovnih procesov. Predlagani metamodel naslavlja konfigurabilno dinamično izbiranje storitev na podlagi vsebine in konteksta. S prednostmi tovrstnega pristopa metamodel zagotavlja večjo fleksibilnost modeliranih procesov, hkrati pa zmanjšuje njihovo kompleksnost. Izvedljivost in učinkovitost metamodela preverimo z njegovo vključitvijo v de facto standard za modeliranje poslovnih procesov Business Process Model and Notation 2.0, tako da predlagamo razširitev omenjene specifikacije. Za potrebe opisovanja vmesnikov v točkah dinamičnega izbiranja storitev predlagamo rešitev za podporo definicijam XML Schema strukturnih omejitev, ki so odvisne od posameznih primerov uporabe (t.j. od kandidatnih storitev). V ta namen predlagamo razširitve specifikacije XML Schema, ki so tudi širše uporabne. Omogočajo namreč definicijo tipov in elementov, ki se uporabljajo v različnih primerih uporabe s specifičnimi strukturnimi omejitvami. Na ta način predlagane razširitve omogočajo minimalno število potrebnih tipov za modeliranje neke domene. Učinkovitost metamodela pokažemo skozi merjenje kompleksnosti modelov realnih poslovnih procesov z namenskimi metrikami. Predlagamo tudi novo, s storitveno usmerjeno arhitekturo kompatibilno metodo za merjenje funkcionalne velikosti modelov poslovnih procesov. V ta namen adaptiramo metodo COSMIC na domeno upravljanja poslovnih procesov. Predlagano metodo nato uporabimo za preverjanje doprinosa predlaganega metamodela k zmanjševanju potrebnega napora za implementacijo modeliranih poslovnih procesov, s čimer ugotovitve o učinkovitosti predlagane rešitve še dodatno podkrepimo.
Ključne besede: modeliranje poslovnih procesov, fleksibilnost poslovnih procesov, funkcionalne zahteve, dinamično izbiranje storitev, Business Process Model and Notation, XML Schema
Objavljeno: 08.04.2013; Ogledov: 1357; Prenosov: 155
.pdf Celotno besedilo (4,04 MB)

Feasibility and rationale of introducing layers into business process models
Gregor Polančič, Gregor Jošt, Jari Soini, 2011, objavljeni znanstveni prispevek na konferenci

Opis: Business Process Model and Notation (BPMN) is the leader and de-facto standard in business process modeling, a sub-discipline of business process management. While BPMN's objectives are to be expressive, widely understood, interchangeable and executable, it has also became rich and complex. The objective of this article is to present an idea of lowering the complexity of BPMN by applying layers into BPMN based process models. As presented in the article, layers are the remaining complexity management approach, which has not been implemented in BPMN yet. The focal part of the article is a SWOT analysis of applying layers into business process models, as well as the future work and challenges which need to be solved in order to reach our research goal - increasing the objective and subjective understandability of BPMN based process models.
Ključne besede: business processes, business process management, business process model and notation, BPMN
Objavljeno: 01.06.2012; Ogledov: 1254; Prenosov: 39
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InpPro training environment and model based working in construction
Nenad Čuš Babič, Danijel Rebolj, Thomas Olofsson, Sebastian Schumacher, 2009, objavljeni znanstveni prispevek na konferenci

Opis: InPro project is European initiative which is developing a model based and collaborative way of working in early design phase in construction. To support project goals and facilitate the industrial transformation and industrial technology take-up, the project implemented tools and developed curricula and materials for training and education of management, architects, engineers, and construction workers, as well as university students. The paper presents training environment architecture with BIM laboratory that was developed to support training on model based work practices and enhancement of hands-on skills. Development process, technical solutions and experiences are described. Content of training courses and curricula is based on experiences from live project demonstrations and use cases. The paper presents one of the answers that address the problem of insufficient skills in construction industry that prevent adoption of novel methods of working and technology.
Ključne besede: education, training environment, business courses, university curricula, model based working
Objavljeno: 31.05.2012; Ogledov: 1417; Prenosov: 32
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