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1.
Salaries of healthcare professionals in the Republic of Croatia
Ante Klarić, Marina Švaganović, Miran Cvitković, 2020, original scientific article

Abstract: Salaries of healthcare professionals in the Republic of Croatia are regulated by a series of laws and regulations. A series of regulations defining the salaries and substantive rights of healthcare professionals cannot provide a clear, uniform and complete approach to regulating the subject matter of the law. In addition to the aforementioned issues of employment status, healthcare professionals originate from a standard that is similar and common to all public servants. In doing so, the legislature does not differentiate between a healthcare professional and his profession from an activity that deals with the protection of fundamental human values: the life and health of the individual. It is these core values that should inform not only governmental regulation of salaries and wages but also all other substantive rights, as a pledge for the smooth performance of such a highly responsible service through a clear, unambiguous and norm to precise them.
Keywords: salary, health worker, public service, health, legal norm
Published: 15.01.2021; Views: 108; Downloads: 66
URL Link to file

2.
Integracija power bi z erp rešitvijo
Pia Zavec, 2020, master's thesis

Abstract: V razvijajočem in hitro spreminjajočem se poslovnem okolju, kjer se informacijska tehnologija zelo hitro razvija in prevladuje, mora biti vsako podjetje pozorno na razmere v notranjem in zunanjem okolju. Če želijo podjetja ostati uspešna in učinkovita pri svojem poslovanju ter si ohraniti konkurenčno prednost, se morajo spremembam prilagoditi. Podjetja se tega zavedajo, zato pa vedno bolj zamenjujejo obstoječe informacijske rešitve in uvajajo ERP rešitve. Posledico uvedbe ERP rešitve predstavlja velika količina podatkov, ki v njih nastajajo in se hranijo. S pomočjo integracije med ERP rešitvami in poslovno inteligenco je mogoče velike količine podatkov analizirati na različne načine. Analiziranje pomeni vizualizacijo le-teh, izdelovanje različnih poročil, ustvarjanje nadzornih plošč. V magistrskem delu spoznamo integracijo ERP rešitve Softbase z orodjem poslovne inteligence Power BI. V teoretičnem delu opišemo opredelitve ERP rešitev, poslovne inteligence, osnovne značilnosti integracije ERP rešitev in poslovne inteligence. Predstavimo tudi rešitvi Softbase in Power BI. V praktičnem delu sledi primer integracije ERP rešitve Softbase z orodjem Power BI na podjetju X. Osrednji del magistrskega dela predstavlja podrobno opisana in izpeljana integracija ERP rešitve Softbase in orodja poslovne inteligence Power BI.
Keywords: ERP rešitev, poslovna inteligenca, integracija, ERP rešitev Softbase, orodje Power BI Desktop, Power BI Service
Published: 25.08.2020; Views: 295; Downloads: 53
.pdf Full text (2,32 MB)

3.
Agronomski in okoljski vidiki prekrivnih posevkov v ekološki pridelavi zelenjadnic
Martina Robačer, 2019, doctoral dissertation

Abstract: Cover crops can reduce the use of external inputs such as pesticides and fertilisers and can at the same time suppress weeds as well as improve or maintain soil fertility. Cover crops can also modify the microclimate which affects pest populations and diseases. Determining cover crop species and management practices is based on the needs and goals of production. The effects of introducing living mulch (LM) and management strategies on cash crop yield, product quality and energy use were studied in certain European countries (Slovenia, Italy, Germany and Denmark) in different climatic and soil conditions. In Slovenia, in organic production of cauliflower and leek, the effects of two terms of sowing white clover with additive design were compared with a production with black foil and with the usual agricultural practice by hoeing. In the field experiments the effect of LM on arthropod dynamics and activity density was investigated. The results demonstrated that the LM systems with a substitutive design, can be effectively implemented in vegetable production if the value of the ecological services (positive externalities) delivered by LM can counterbalance the yield loss due to the cash crop density reduction. If an additive design is used, the LM should be sown several weeks after the cash crop planting. Different cash crop genotypes (i.e., open pollinated/local cultivars in comparison with the hybrids) performed similarly. Use of human labor (HL) and fossil fuel (FF) energy slightly increased in LM systems (7%). The farmers’ acceptance of the LM techniques was quite high (75% of the interviewed sample). The LM technique did not affect the infestation of cabbage caterpillar Pieris spp., showing no detrimental effect of this technique on this key pest of cabbage. In Denmark, aphid populations were higher in the sole crop system than in the LM system. In Italy, a level of larval parasitization was detected and in the first year the percentage of parasitization was higher in LM (88%) than in sole crop (63%). Overall, the LM positively affected the activity density of Carabid beetles, also increasing the diversity and evenness of species (Slovenia and Italy) or activity density of some taxa (Slovenia and Denmark). Due to numerous agroecological services of cover crops, growing simultaneously with vegetables as LM, this could be promising technique for organic and others production systems in the future.
Keywords: organic vegetable production, cover crops, agroecological service, living mulch, energy consumption, biodiversity, soil arthropod
Published: 01.02.2019; Views: 1033; Downloads: 133
.pdf Full text (1,43 MB)

4.
Organizational culture in service sector
Irena Gorenak, 2015, scientific monograph

Abstract: In every organization various modes of behaviour of the employees, their various activities, interpersonal relationships and customs can be observed. In some organizations the employees are all on first-namebasis, still in others they address themselves formally. In some organizations the employees use academic titles and surnames; still in others they call themselves by names, only. In some organizations each employee has its own office, whereas in others they are all use one office, which may be separated by improvised walls. In some organizations the employees celebrate personal holidays together, whereas in others they do not. In some organizations they pose each other obstacles and obstruct each other’s work, but in others no such misconduct can be detected. Differences may also be observed within one single organization. Differences are even greater and more noticeable in cases of organizations from other environments, neighbouring countries or even from other continents. In the business world the differences are present, they should be recognized, and the existing diversity should be tolerated; however, this is not enough; diversity should also be understood and made use of to the benefit of everybody. Significant behaviour of the group of people within an organization, or at its work, in a country or a state is described by the term of culture, which can simply be defined as: “This is the way we operate, act, aim at. This is the way we work …”. It is a question of the mode of behaviour of people within an organization, among themselves and towards others, of their customs and habits, and of all the characteristics of behaviour in an organization in a wider sense. Culture is an organizational factor, directly linked to all the other elements of the organization, its environment and every individual. Every activity, change or behaviour is reflected also on the culture and vice versa, every change of culture triggers the changes in every other area of organization. For this reason it is important to manage the culture, as this is beneficial for the organization as a whole and every individual, in particular.
Keywords: organization, organizational culture, values, communication, social responsibility, business ethics, service sector
Published: 08.05.2018; Views: 699; Downloads: 62
.pdf Full text (2,59 MB)
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5.
The prospects for consumer-oriented social media
Roger Clarke, 2014, original scientific article

Abstract: Background and Purpose: The term ‘social media’ refers to a cluster of applications and online services that support human interaction and content broadcasting and sharing. Current services are isolated islands or ‘walled gardens’, and are based on a business model that is highly exploitative of individuals and their data. Design/Methodology/Approach: Surveys of the refereed literature have been undertaken on several occasions during the period 2012-13. Reviews were conducted of social media services that are reasonably described as ‘consumer-oriented’. Media reports on those services were uncovered. The available information was then subjected to analysis, including reflection based on prior research conducted by the author. Results: Required characteristics of consumer-oriented social media, and barriers to emergence and adoption of such services were identified. That provided a basis for proposing means to overcome those barriers. Key impediments to the emergence of such services were identified, and means of overcoming the impediments outlined. Conclusion: An alternative, consumer-oriented approach is feasible, involving open architecture, inter-operability and portability features, fair terms and privacy-sensitivity.
Keywords: social media, social networking service, interoperability, terms of service, privacy
Published: 22.01.2018; Views: 742; Downloads: 289
.pdf Full text (399,50 KB)
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6.
Organisational effectiveness and customer satisfaction
Milan Ambrož, Martina Praprotnik, 2008, original scientific article

Abstract: This paper presents a test of the relationship between organizational culture as a crucial indicator of organizational effectiveness and customer satisfaction using service-unit data from two health resorts. Ensuring survival of the service organisation in the long run requires adaptations which are oriented towards achieving maximum customer satisfaction. This study intended to unveil the effect organisational factors have on customer service orientation from the customer and employee point of view within a two health resort service setting. The finding suggests that when trying to predict the comparative degree which organisational effectiveness factors have in satisfying customers' needs, performance, adaptability and mission can be of the highest importance. Some effects like performance were uniform for employees and customers, while others varied depending on the organisation and the customer or employee group. Furthermore, findings suggest that service performance and organisation mission of the service organisation predict customer satisfaction based on established and proven health services. In this context there is no room for innovation, despite the fact that employees and customers do not share similar views about the impact of organisational effectiveness. Developing an effective service organisation can provide a competitive advantage to the organisation. Critical for the success of the service organisation is that organisational agents have a clear view of the existing organisation effectiveness and a clear view of the customer expectations in this area.
Keywords: organisational effectiveness, customer satisfaction, customer complexity, service orientation, survival, adaptability
Published: 04.12.2017; Views: 803; Downloads: 300
.pdf Full text (982,16 KB)
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7.
Managing IT services
Miha Kastelic, Peter Peer, 2012, original scientific article

Abstract: 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.
Keywords: IT service management, ITIL, Six Sigma methodology, DMAIC, continual improvement
Published: 04.12.2017; Views: 593; Downloads: 93
.pdf Full text (1,09 MB)
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8.
Managing customer participation and customer interactions in service delivery
Marlene Amorim, Maria João Rosa, Sandra Santos, 2014, original scientific article

Abstract: Background and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI. Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational and science services, which offered a portfolio of service activities requiring very diverse levels of customer participation and CCI, to characterize service quality dimensions. Results – The study distinguishes three dimensions of service delivery quality: a dimension related to the providers’ direct performance; a second dimension relative to the performance of customers’ own participation in service activities, and a third dimension relative to the interaction with other customers. The work extends service quality literature by identifying new dimensions which affect service quality in service settings with active customer involvement. Conclusion – Service providers have been developing very diverse delivery processes, frequently inviting customers to have active roles in service production. Often, customers also interact with other costumers in service delivery. The paper provides a contribution to foster the debate about service quality frameworks, and aims to inform the design and the management of services where customer participation and CCI have a key role.
Keywords: service quality, customer participation, customer-to customer interaction
Published: 04.12.2017; Views: 535; Downloads: 105
.pdf Full text (1,03 MB)
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9.
Fuzzy SERVQUAL analysis in airline services
Ozlem Aydin, Fatma Pakdil, 2008, original scientific article

Abstract: This study is aimed at measuring and summarizing the perceived and expected service quality of passengers of an international airline and to provide the passengers' opinions to the decision makers employing fuzzy logic. The appropriate fuzzification procedure was determined to be the trapezoidal membership function. Using SERVQUAL methodology, the optimal fuzzy interval of the gap scores was determined for each item. The interpretations of these fuzzy intervals were categorized into three areas - optimistic, neutral and pessimistic passenger views - to assist the decision makers in identifying which items of services are satisfactory and which are in need of improvement.
Keywords: Airline service quality, fuzzy numbers, fuzzy SERVQUAL scores
Published: 30.11.2017; Views: 571; Downloads: 277
.pdf Full text (1,46 MB)
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10.
A successful CRM implementation project in a service company
Franka Piskar, Armand Faganel, 2009, original scientific article

Abstract: 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.
Keywords: customer relationship management, implementation, customer focus, process approach, quality, customer information, marketing, service company, Slovenia
Published: 28.11.2017; Views: 743; Downloads: 109
.pdf Full text (619,42 KB)
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