ࡱ > , . ) * + JO bjbjVV 4 < < u + N
N
F 4 8 t [ $ > : x ! ! 4 ! >Z @Z @Z @Z @Z @Z @Z ] ]` F @Z ! " ! ! ! @Z
O Q[ }5 }5 }5 !
l >Z }5 ! >Z }5 }5 n U v , X `6DG s4 V *Z g[ 0 [ V @ ` 5 j ` @ X X ` X , ! ! }5 ! ! ! ! ! @Z @Z }5 ! ! ! [ ! ! ! ! ` ! ! ! ! ! ! ! ! ! N
V :
U P R A V L J A N J E P O S L O V N I M P R O C E S I M A U P O D U Z E I M A R E P U B L I K E H R V A T S K E
R E Z I M E :
O s n o v n i c i l j e v i o v o g r a d a j e s u d e f i n i r a t i k o n c e p t e v e z a n e u z p o s l o v n e p r o c e s e i u p r a v l j a n j e p o s l o v n i m p r o c e s i m a , p r i k a z a t i s t a n j e i t r e n d o v e t e m e o v o g r a d a u s v i j e t u , i s t r a ~i t i a k t u a l n o s t a n j e u p r a v l j a n j a p o s l o v n i m p r o c e s i m a u h r v a t s k i m p o d u z e i m a t e d i s k u t i r a t i r e z u l t a t e i s t r a ~i v a n j a . Z a t e o r e t s k i d i o r a d a k o r i at e n e s u n a j r e l e v a n t n i j e k n j i g e i
l a n c i i z p o d r u
j a u p r a v l j a n j a p o s l o v n i m p r o c e s i m a . Z a e m p i r i j s k i d i o r a d a , o d n o s n o i s t r a ~i v a n j e u p r a v l j a n j a p o s l o v n i m p r o c e s i m a k o r i at e n j e a n k e t n i u p i t n i k k o j i s e s a s t o j i o d d v i j e k l j u
n e c j e l i n e :
A ) P r o c e s n e o r i j e n t a c i j e o r g a n i z a c i j e ,
B ) O p e g d i j e l a .
U z o r a k i s t r a ~i v a n j a s u
i n i l a 2 0 0 v e l i k i h , s r e d n j i h i m a l i h h r v a t s k i h p o d u z e a . K o r i at e n j e m m e t o d a d e s k r i p t i v n e i i n f e r e n c i j a l n e s t a t i s t i k e u t v r d i l o s e d a j e p r o c e s n a z r e l o s t h r v a t s k i h p o d u z e a 4 . 8 7 6 9 . Z a d a l j n j e n a p r e d o v a n j e u p r o c e s n o j z r e l o s t i p o t r e b n o d a p o d u z e a u H r v a t s k o j r a z v i j u p r o c e s n u k u l t u r u n a n a
i n d a f o r m i r a j u o r g a n i z a c i j s k e j e d i n i c e z a u p r a v l j a n j e p o s l o v n i m p r o c e s i m a , o b r a z u j u z a p o s l e n i k e o p r o c e s n i m m e t o d a m a t e u s v o j e p r o c e s n u t e r m i n o l o g i j u .
K L J U N E R I J E I : p o s l o v n i p r o c e s i , u p r a v l j a n j e p o s l o v n i m p r o c e s i m a , e m p i r i j s k o i s t r a ~i v a n j e , p r o c e s n a z r e l o s t , p r o c e s n a o r i j e n t a c i j a .
J E L K L A S I F I K A C I J A : M 0 0 0
U V O D
U d a n a an j o j s v j e t s k o j e k o n o m i j i , k o j a p o d u t j e c a j e m g l o b a l i z a c i j e ai r i t r ~i at a , a l i i p r i b l i ~a v a k o n k u r e n c i j u , m n o g e t v r t k e t r a ~e n a
i n e k a k o p o v e a t i u
i n k o v i t o s t i s m a n j i t i t r o ak o v e p o s l o v a n j a . K a o s l i j e d d o g a a j a j a v l j a s e p r i h v a a n j e p r o c e s n o g p r i s t u p a , k a o k l j u
n o g e l e m e n t a p o s l o v a n j a . P r o c e s n a o r i j e n t a c i j a p o m a ~e k o m p a n i j a m a u p r o m i al j a n j u k a k o n j i h o v e a k t i v n o s t i i z a d a c i d o d a j u i l i o d u z i m a j u v r i j e d n o s t z a p o t r o aa
e i d o d a j e o r g a n i z a c i j s k i m s t r u k t u r a m a n o v u d i m e n z i j u k o m p l e k s n o s t i . V a ~n o s t p r o c e s n e o r i j e n t a c i j e n a j b o l j e o d r a ~a v a z a k l j u
a k k o n z u l t a n t s k e k u e G a r t n e r : " U p r a v l j a n j e p o s l o v n i m p r o c e s i m a o s v a j a t r o s t r u k u k r u n u : z a u at e d u v r e m e n a , z a u at e d u n o v c a i z a d o d a v a n j e v r i j e d n o s t i . " O n a t a k o e r ai r i p o s l o v a n j e i i s t i
e v a ~n o s t t e h n o l o g i j e p r i o s m i al j a v a n j u s t r a t e g i j e k o j a o s i g u r a v a k o n k u r e n t s k u p r e d n o s t . K o n a
n o , u p r a v l j a n j e p r o c e s i m a k o m p a n i j i i s t o v r e m e n o d o n o s i i k r a t k o r o
n i p o v r a t n a i n v e s t i c i j e i d u g o r o
n u v r i j e d n o s t n a u l o ~e n i k a p i t a l .
D E F I N I C I J A P O S L O V N I H P R O C E S A
S a p r a g m a t i
n o g s t a j a l i at a , p o s l o v n i p r o c e s i ( e n g . b u s i n e s s p r o c e s s e s ) o p i s u j u n a
i n n a k o j i s e n e at o u o r g a n i z a c i j i r a d i . M e u t i m , j e d i n s t v e n a d e f i n i c i j a p o s l o v n o g p r o c e s a n e p o s t o j i i o v i s i o k o n t e k s t u u k o j e m s e k o r i s t i . P r e m a H a r r i n g t o n u ( 1 9 9 1 . ) , M a r t i n u ( 1 9 9 4 . ) i D a v e n p o r t u ( 1 9 9 3 . ) p o s l o v n i p r o c e s j e n i z l o g i
k i p o v e z a n i h a k t i v n o s t i k o j e k o r i s t e r e s u r s e p o d u z e a , a
i j i j e k r a j n j i c i l j z a d o v o l j e n j e p o t r e b a k u p a c a z a p r o i z v o d i m a i l i u s l u g a m a o d g o v a r a j u e k v a l i t e t e i c i j e n e , u a d e k v a t n o m v r e m e n s k o m r o k u , u z i s t o v r e m e n o o s t v a r i v a n j e n e k e v r i j e d n o s t i .
P o s l o v a n j e j e s u s t a v i n t e g r i r a n i h p r o c e s a . S h v a a t i k a k o s e o d v i j a p o s l o v a n j e i k o m u n i c i r a n j e o i s t o m i z m e u z a p o s l e n i k a , p a r t n e r a , k u p a c a i d o b a v l j a
a k r i t i
n a j e p o s l o v n a p r e d n o s t . B o s i l j V u k ai , H e r n a u s i K o v a
i
d e f i n i r a j u k a k o s u o s n o v n a o b i l j e ~j a p o s l o v n i h p r o c e s a s l i j e d e a :
s v a k i p r o c e s i m a s v r h u ,
s v a k i p r o c e s i m a v l a s n i k a ,
s v a k i p r o c e s i m a p o
e t a k i z a v r ae t a k ,
u p r o c e s u l a z e i n p u t i , a i z l a z e o u t p u t i ,
p r o c e s j e s a s t a v l j e n o d s e k v e n c i j s k i i z v e d i v i h a k t i v n o s t i ,
n a t e m e l j u u l a z a i i z l a z a p r o c e s a l a k o s e u t v r u j e u s p j e an o s t p r o c e s a ,
d a b i p r o c e s o p s t a o t r e b a i m a t i p o z n a t e u n u t a r n j e i v a n j s k e d o b a v l j a
e i p o t r o aa
e ,
u n a p r j e e n j e p r o c e s a j e n e i z b j e ~n o .
O v i s n o o k o n t e k s t u u k o j e m s e p o s l o v n i p r o c e s s p o m i n j e p o s t o j i n e k o l i k o k l a s i f i k a c i j a p r o c e s a . S v a k o p o d u z e e p r e d s t a v l j a p o s e b a n s l u
a j i m o r a s e p r o m a t r a t i k r o z m e u s o b n u p o v e z a n o s t p o s l o v n i h p r o c e s a i n j i m a p r i p a d a j u i h d i m e n z i j a . K o l i k o g o d b i l a p o s e b n a i l i t o m i s l e o s e b i i p a k s v a p o d u z e a i m a j u c i j e l i n i z z a j e d n i
k i h p r o c e s a i p o s l o v n i h d i m e n z i j a :
- p o d j e l a p o o r g a n i z a c i j s k o j s t r u k t u r i ,
- p o d j e l a p o v r e m e n s k i m i n t e r v a l i m a ,
- p o d j e l a p o t e r i t o r i j u ,
- p o d j e l a p o k a t e g o r i j a m a p r o d u k a t a i u s l u g a ,
- p o d j e l a p o d o b a v l j a
i m a i k u p c i m a .
P r e m a p o l j u d j e l o v a n j a p r o c e s a u n u t a r o r g a n i z a c i j e , o n i s e d i j e l e n a t r i r a z l i
i t e v r s t e :
i n d i v i d u a l n i p r o c e s i k o j e o b a v l j a j u p o j e d i n c i ,
v e r t i k a l n i ( f u n k c i j s k i ) p r o c e s i k o j i s u d i o f u n k c i j s k e j e d i n i c e i l i o d j e l a o r g a n i z a c i j e ,
h o r i z o n t a l n i p r o c e s i k o j i p r o l a z e k r o z n e k o l i k o f u n k c i j s k i h j e d i n i c a .
P o k r e t a
e m u s m j e r a v a n j a p o z o r n o s t i n a p o s l o v n e p r o c e s e m o ~e s e s m a t r a t i M . E . P o r t e r k o j i j e u k n j i z i C o m p e t i t i v e A d v a n t a g e : C r e a t i n g a n d S u s t a i n i n g S u p e r i o r P e r f o r m a n c e i z 1 9 8 5 . g o d i n e i z n i o k o n c e p t p o d u z e a k a o l a n c a v r i j e d n o s t i . L a n a c v r i j e d n o s t i o b u h v a a v i ae p o s l o v n i h p r o c e s a , o d r a z v o j a n o v o g p r o i z v o d a i n a r u
i v a n j a d o p r o d a j e k u p c u i p o t p o r e p o z a v r ae t k u p r o d a j e . P r e m a P o r t e r u l a n a c v r i j e d n o s t i s a s t o j i s e o d p r i m a r n i h i s e k u n d a r n i h a k t i v n o s t i ( S l i k a 1 . ) . S v e s e k u n d a r n e a k t i v n o s t i m o r a j u b i t i u k l j u
e n e u j e d i n s t v e n l a n a c v r i j e d n o s t i . Z a r a z l i k u o d p r i m a r n i h , s e k u n d a r n e a k t i v n o s t i n e o s t v a r u j u i z r a v n u v r i j e d n o s t z a p o d u z e e , a l i s u n u ~n e z a n j e g o v o f u n k c i o n i r a n j e . P r o c e s j e d i o l a n c a v r i j e d n o s t i , a o v i s n o o s l o ~e n o s t i m o ~e s e p o d i j e l i t i n a m a n j e d i j e l o v e t j . p o t p r o c e s e . N p r . n a b a v a s e d i j e l i n a n a r u
i v a n j e , p r e g o v a r a n j e , u g o v a r a n j e , z a p r i m a n j e , s k l a d i at e n j e , p l a a n j e & A k t i v n o s t j e n a j m a n j i d i o p r o c e s a k o j i i m a s m i s l a m o d e l i r a t i i p r i k a z a t i d i j a g r a m o m . A k t i v n o s t m o ~e p r i k a z i v a t i r e l a t i v n o s l o ~e n i r a d n i z a d a t a k k o j i z a p o t r e b e o d r e e n o g p r o j e k t a n i j e p o t r e b n o d e t a l j n i j e r a z m a t r a t i , a l i i n a j j e d n o s t a v n i j u o p e r a c i j u k o j u n i j e m o g u e d a l j e r a a
l a n i t a n a z i v a s e k o r a k o m .
S l i k a 1 : P o d j e l a p o s l o v n i h p r o c e s a n a a k t i v n o s t i p r e m a M i c h a e l u Porteru
SHAPE \* MERGEFORMAT
Izvor: Cingula, M., Fabac, R., [01. lipanj, 2010.]
KONCEPT UPRAVLJANJA POSLOVNIM PROCESIMA
Poslovanje diljem svijeta jest pod ogromnim pritiskom velike konkurencije, poslovne okoline koja se brzo mijenja i sve zahtjevnijih kupaca. Postoje tri trenda koja pridonose ovome pritisku, a to su:
1. globalizacija,
2. tehnoloke, legislativne i regulatorne promjene,
sve agilnije i fleksibilnije organizacije.
Svi ti pritisci stvorili su interes za analiziranjem kako poslovanje mo ~e p o s t a t i f l e k s i b i l n i j e i e f e k t i v n i j e . S v a k a o r g a n i z a c i j a j e d e f i n i r a n a s p u n o p o s l o v n i h p r o c e s a k o j i o p i s u j u n a
i n n a k o j i o r g a n i z a c i j a p r o v o d i s v o j e p o s l o v a n j e . N e k i p r o c e s i s u k l j u
n i z a p o s l o v a n j e o r g a n i z a c i j e i
i n e n j e n u k o m p a r a t i v n u p r e d n o s t . N e k i n i s u t o l i k o k l j u
n i , a l i s u i d a l j e b i t n i z a n j e n o f u n k c i o n i r a n j e . P o s l o v n i p r o c e s i s u , u b i t i , n e r v n i s u s t a v s v a k o g p o d u z e a i z a t o j e b i t n o n j i m a u p r a v l j a t i .
U p r a v l j a n j e p o s l o v n i m p r o c e s i m a k o m b i n i r a m e n a d ~e r s k i p r i s t u p s a o d g o v a r a j u o m t e h n o l o g i j o m u c i l j u p o b o l j aa v a n j a p e r f o r m a n s i p o d u z e a . U p r a v l j a n j e p o s l o v n i m p r o c e s i m a ( e n g . B u s i n e s s P r o c e s s M a n a g e m e n t , B P M ) j e s u s t a v a n p r i s t u p p o b o l j aa v a n j a p o s l o v a n j a t e m e l j e n n a o b l i k o v a n j u , m j e r e n j u , a n a l i z i , p o b o l j aa n j u i u p r a v l j a n j u p r o c e s i m a . U p r a v l j a n j e p o s l o v n i m p r o c e s i m a s e o s l a n j a n a p o s l o v n i p r i s t u p u p r a v l j a n j a p r o m j e n a m a z b o g u n a p r e i v a n j a p o s l o v n i h p r o c e s a s k o n a
n i m c i l j e m o s t v a r e n j a p o s l o v n i h c i l j e v a , p r i
e m u p r o m j e n e o b u h v a a j u c i j e l i ~i v o t n i c i k l u s p r o c e s a : o d d e f i n i r a n j a i m o d e l i r a n j a d o i z v o e n j a , a n a l i z e i o p t i m i z a c i j e p r o c e s a ( S l i k a 2 . ) .
S l i k a 2 . }i v o t n i c i k l u s u p r a v l j a n j a p o s l o v n i m p r o c e s i m a
P r v i k o r a k u u p r a v l j a n j u p o s l o v n i m p r o c e s i m a j e s t d e f i n i r a n j e p o s l o v n i h p r o c e s a . V l a s n i c i p o s l o v n i h p r o c e s a u o v o j f a z i i m a j u n a j b i t n i j u u l o g u j e r p o s j e d u j u p o s l o v n e z a h t j e v e i d o s t u p n e r e s u r s e . S l j e d e a f a z a j e m o d e l i r a n j e p o s l o v n i h p r o c e s a i o n a u k l j u
u j e s k u p l j a n j e d o v o l j n o d e t a l j a k a k o b i s e r a z u m j e l o k a k o p r o c e s f u n k c i o n i r a t e s e z a t i m f o r m a l i z i r a t i j e k p o s l o v n o g p r o c e s a p o m o u d i j a g r a m a t i j e k a p o s l o v n i h p r o c e s a . P o s l o v n i p r o c e s u n u t a r p o d u z e a s e z a t i m i m p l e m e n t i r a i i z v o d i t e s e m o n i t o r i n g o m p r a t e k l j u
n i p o k a z a t e l j i p e r f o r m a n s i p o d u z e a ( e n g . k e y p e r f o r m a n c e i n d i c a t o r s , K P I ) . P r i k u p l j e n i p o d a c i s e a n a l i z i r a j u k a k o b i s e i d e n t i f i c i r a l o n e o
e k i v a n o p o n a aa n j e , n e o p t i m i z i r a n i t o k o v i i u s k a g r l a t e s e n a t e m e l j u t o g a p r o c e s o p t i m i z i r a .
U p r a v l j a n j e m p o s l o v n i m p r o c e s i m a p o s t i ~u s e :
v i aa k v a l i t e t a ,
k r a e v r i j e m e ,
n i ~i t r o ak o v i ,
p o b o l j aa v a n j e ,
s m a n j e n r i z i k p o s l o v a n j a .
D a n a s j e s a m k o n c e p t u p r a v l j a n j a p o s l o v n i m p r o c e s i m a s a s t a v n i d i o s v a k e o r g a n i z a c i j e k o j a ~e l i p o s t a t i i o s t a t i k o n k u r e n t n a .
K o n c e p t , r a z v o j i v a ~n o s t p r o c e s n e o r i j e n t a c i j e
T i j e k o m o s a m d e s e t i h g o d i n a p r o al o g s t o l j e a u m e n a d ~m e n t u j e p r e v l a d a v a l a f u n k c i o n a l n a t j . v e r t i k a l n a p e r s p e k t i v a k o j a j e n a g l a aa v a l a s t r o g u m e n a d ~e r s k u k o n t r o l u . S n a ~n a f u n k c i o n a l n a s t r u k t u r a d o v e l a j e d o s t v a r a n j a i z o l i r a n i h o d j e l a t z v . s i l o s a p o s l o v a n j a u k o m p a n i j i . P o s l o v a n j e i p o s l o v n i r e z u l t a t i p r a e n i s u p o j e d i n a
n o , n a r a z i n i o d j e l a i t o j e d o v e l o d o n e e f i k a s n o g p o s l o v a n j a . U r a n i m 1 9 9 0 - t i m p a ~n j u a k a d e m s k e z a j e d n i c e i p o s l o v n o g s v i j e t a p o
e o j e p r i v l a
i t i k o n c e p t p o s l o v n i h p r o c e s a i o r i j e n t a c i j e n a p o s l o v n e p r o c e s e . P r v o t n i t e o r e t i
a r i p r o c e s n e f i l o z o f i j e s u W . E . D e m i n g , M . E . P o r t e r , T . H . D a v e n p o r t , M . H a m m e r , J . C h a m p y , R . C o o m b s , R . H u l l . P r e m a p r o c e s n o m t j . h o r i z o n t a l n o m p o g l e d u p o s l o v n i p r o c e s i p r e d s t a v l j a j u j e z g r u f u n k c i o n i r a n j a o d r e e n e o r g a n i z a c i j e z a t o at o s e o r g a n i z a c i j a p r i m a r n o s a s t o j i o d p r o c e s a , a n e p r o i z v o d a i l i u s l u g a .
T a b l i c a 1 . p r i k a z u j e r a z l i k e u n e k i m o b i l j e ~j i m a i z m e u t r a d i c i o n a l n o g i p r o c e s n o o r i j e n t i r a n o g p o d u z e a . Z b o g o r i j e n t i r a n o s t i n a p o s l o v n e f u n k c i j e t r a d i c i o n a l n o p o d u z e e n e m a j a s n o d e f i n i r a n u s l i k u c i j e l o g a p r o c e s a , s l a b o j e f o k u s i r a n o n a k u p c e , p o s t o j e n e p o t r e b n a u s k a g r l a i b a r i j e r e , l o aa k o m u n i k a c i j a i r i v a l s t v o m e u o r g a n i z a c i j s k i m j e d i n i c a m a t e k o n f l i k t n i c i l j e v i i a k c i j e i z m e u r a z l i
i t i h o d j e l a . K o d p r o c e s n o o r i j e n t i r a n i h p o d u z e a u s m j e r e n o s t n a p r o c e s o s i g u r a v a b o l j u u s m j e r e n o s t n a k u p c a , u t v r i v a n j e m g r a n i c a p r o c e s a t e k u p a c a i d o b a v l j a
a p r o c e s a p o s t i ~e s e b o l j a k o m u n i k a c i j a , o d r e i v a n j e m v l a s n i k a p r o c e s a k o j i s u o d g o v o r n i z a p r o c e s i z b j e g n u t a j e t r a d i c i o n a l n a r a s c j e p k a n o s t o d g o v o r n o s t i .
T a b l i c a 1 . R a z l i k a i z m e u t r a d i c i o n a l n i h i p r o c e s n o o r i j e n t i r a n i h p o d u z e a
O B I L J E }J A T R A D I C I O N A L N O P O D U Z E E P R O C E S N O
P O D U Z E E P o s l o v n i v i d i k P o s l o v n a f u n k c i j a P o s l o v n i p r o c e s O r g a n i z a c i j s k a j e d i n i c a O d j e l P r o c e s n i t i m o v i R a d n i z a d a c i , p o s l o v i U s k o d e f i n i r a n i F l e k s i b i l n i i o p s e ~n i F o k u s d j e l a t n i k a N a d r e e n i , r u k o v o d i o c i K u p c i N a k n a d a s e t e m e l j i n a P r o v e d b i a k t i v n o s t i P o s t i g n u t i m r e z u l t a t i m a U l o g a r u k o v o d s t v a N a d z o r M e n t o r s t v o
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n a o s o b a D i r e k t o r o d j e l a
( p o s l o v n e f u n k c i j e ) V l a s n i k p o s l o v n o g p r o c e s a P o s l o v n a k u l t u r a N a d r e e n o s t , k o n f l i k t i S u d j e l o v a n j e , s u r a d n j a I z v o r : B o s i l j V u k ai , V . , H e r n a u s , T . , K o v a
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, A . ( 2 0 0 8 . ) , s t r . 5 3 . - 5 5 .
P o s t o j i m n o g o d e f i n i c i j a p r o c e s n e o r i j e n t a c i j e ( e n g . B u s i n e s s P r o c e s s O r i e n t a t i o n , B P O ) . B o s i l j V u k ai , H e r n a u s i K o v a
i
, u k n j i z i U p r a v l j a n j e p o s l o v n i m p r o c e s i m a - o r g a n i z a c i j s k i i i n f o r m a c i j s k i p r i s t u p p i au k a k o p o j a m p r o c e s n a o r i j e n t a c i j a s l u ~i z a o p i s o r g a n i z a c i j e k o j a i s t i
e h o l i s t i
k e p r o c e s e p o m o u k o j i h u p r a v l j a c i j e l i m l a n c e m v r i j e d n o s t i n e k o g p r o i z v o d a i l i u s l u g e . D a v e n p o r t p a k o p i s u j e p r o c e s n u o r i j e n t a c i j u k a o s a s t a v n i c u s t r u k t u r e , f o k u s a , m j e r e n j a , v l a s n i at v a i p o t r o aa
a .
B i t n o j e n a g l a s i t i :
k a k o p r o c e s n a o r i j e n t a c i j a n i j e s i n o n i m z a p r o c e s n u o r g a n i z a c i j s k u s t r u k t u r u . O n a
p r e d s t a v l j a r a z u m i j e v a n j e t i j e k a p o s l o v a n j a i t e k j e p r v i k o r a k k a p r o c e s n o o r i j e n t i r a n o j o r g a n i z a c i j s k o j s t r u k t u r i ,
p r o c e s n a o r i j e n t a c i j a i p r o c e s n a o r g a n i z a c i j s k a s t r u k t u r a s e n e s m i j u p o i s t o v j e t i t i s a
r e i n ~e n j e r i n g o m p o s l o v n i h p r o c e s a ( e n g . B u s i n e s s P r o c e s s R e e n g i n e e r i n g , B P R ) . P r o c e s n a o r i j e n t a c i j a j e n a j v a ~n i j i e l e m e n t r e i n ~e n j e r i n g a p o s l o v n i h p r o c e s a ( B o s i l j V u k ai , H e r n a u s i K o v a
i
, 2 0 0 8 . , s t r . 3 3 . ) , a z a r a z l i k u o d B P R - a p r o c e s n o - o r i j e n t i r a n a o r g a n i z a c i j a s t a v l j a n a g l a s a k n a g l o b a l n e , s o c i j a l n e i t e h n i
k e a s p e k t e l j u d s k e d i n a m i k e v i ae n e g o n a t e h n o l o g i j u , p o s l o v n e a l a t e i s a m u t e h n i k u i t o n a r a z i n i c i j e l e k o m p a n i j e
Z b o g n e e f i k a s n o s t i t r a d i c i o n a l n o g p r i s t u p a , p r o c e s n a o r i j e n t a c i j a s e p o j a v i l a s a s v r h o m k r e i r a n j a e f i k a s n e o r g a n i z a c i j e . O n a r a z j a an j a v a p r e p r e k e i a k t i v n o s t i k o j e s u n e p o t r e b n e i p r e d s t a v l j a a l a t z a b u d u e p r o m j e n e i u n a p r j e e n j a .
S t a n j e i t r e n d o v i u p r a v l j a n j a p o s l o v n i m p r o c e s i m a
U p r e t h o d n i m p o g l a v l j i m a o b j a an j e n i s u t r e n d o v i p o s l o v n i h p r o c e s a u p r o al o s t i , a u o v o m e p o g l a v l j u b i t i e o b j a an j e n i t r e n d o v i u p r a v l j a n j a p o s l o v n i m p r o c e s i m a d a n a s i u b u d u n o s t i .
U p r a v l j a n j e p o s l o v n i m p r o c e s i m a s e k o n s t a n t n o m i j e n j a i r a z v i j a . N a G a r t e r o v o m k o n g r e s u 2 0 0 8 . g o d i n e i z n e s e n i s u r e z u l t a t i i s t r a ~i v a n j a o t r e n u t n o m s t a n j u t r ~i at a z a u p r a v l j a n j e p o s l o v n i m p r o c e s i m a . R e z u l t a t i p o k a z u j u p e t t o p t r e n d o v a z a u p r a v l j a n j e p o s l o v n i m p r o c e s i m a d a n a s :
1 . U p r a v l j a n j e p o s l o v n i m p r o c e s i m a i S e r v i s n o o r i j e n t i r a n a a r h i t e k t u r a z a j e d n o ( e n g . S e r v i c e O r i e n t e d A r c h i t e c t u r e , S O A ) . S O A p r e d s t a v l j a r e z u l t a t e v o l u c i j e s o f t v e r s k e i n d u s t r i j e p r e m a m a k s i m a l n o j f l e k s i b i l n o s t i i p r o ai r i v o s t i . P o s t o j e r a z l i
i t e d e f i n i c i j e S O A k o n c e p t a , n o v e i n a n j i h s e s l a ~e d a s e r v i s n o o r i j e n t i r a n a a r h i t e k t u r a p r e d s t a v l j a a r h i t e k t u r a l n i s t i l k o j i p r o m o v i r a p r i m j e n u l a b a v o p o v e z a n i h s o f t v e r s k i h s e r v i s a k a k o b i o s i g u r a o m a k s i m a l n u p o s l o v n u f l e k s i b i l n o s t n a i n t e r o p e r a b i l a n i t e h n o l o ak i n e o v i s a n n a
i n .
2 . U p r a v l j a n j e p o s l o v n i m p r o c e s i m a p o s t a j e u p r a v l j a n o d o g a a j i m a k a k o b i p o d r ~a l o p r i r o d u p o s l o v a n j a u p r a v l j a n o g d o g a a j i m a .
3 . P o v e a n j e f o k u s a n a p r o c e s e t e m e l j e n e n a z n a n j u .
4 . O m o g u a v a n j e d r u at v e n o g r a
u n a r s t v a .
5 . K r e t a n j e p r e m a d i n a m i
k i m p o s l o v n i m a p l i k a c i j a m a .
T r e n d o k o j e m s e n a j v i ae r a s p r a v l j a j e s t p r v i n a v e d e n i . G l o b a l n o t r ~i at e n i j e s t a t i
n o i d a n a an j e p o s l o v n o o k r u ~e n j e z a h t i j e v a k o n t i n u i r a n u e v o l u c i j u u p r a v l j a n j a p o s l o v n i m p r o c e s i m a . T r e n d o v i p o s l o v a n j a s t a v l j a j u p r e d p r o c e s e k o m p a n i j e c i l j p o m i c a n j a s a t r a d i c i o n a l n e , s t a t i
k e a u t o m a t i z a c i j e n a f l e k s i b i l n u a u t o m a t i z a c i j u g d j e s u p r i l a g o d b e p o s l o v n i h p r o c e s a u s t v a r n o m v r e m e n u d i o n o r m a l n i h , d n e v n i h o p e r a c i j a . K o d s t a t i
k e a u t o m a t i z a c i j e s e f u n k c i j a j e d n o m a u t o m a t i z i r a i p o n a v l j a z a u v i j e k , a f l e k s i b i l n a a u t o m a t i z a c i j a a u t o m a t i z i r a u s l u g u j e d n o m i i z n o v a j e k o r i s t i n a r a z l i
i t e n a
i n e .
S O A s t a n d a r d i , k a o at o s u n p r . w e b s e r v i s i ,
i n e i n f o r m a c i j s k e r e s u r s e i a p l i k a c i j e d o s t u p n i m a i i n t e g r i r a n i m a k a k o b i s e m o g l i k o r i s t i t i u v i j e k i z n o v a . B P M i S O A z a j e d n o o m o g u a v a j u s l i j e d e u f a z u e v o l u c i j e p o s l o v n i h p r o c e s a i z a u t o m a t i z i r a n i h u u p r a v l j a n i h f l e k s i b i l n o au . U p r a v l j a n j e p o s l o v n i m p r o c e s i m a i m a o g r o m a n p o t e n c i j a l z a d a l j n j i r a z v o j , a l i k a k o b i s e t a j p o t e n c i j a l r e a l i z i r a o u p r a k s i l j u d i s e m o r a j u s u o
i t i s a i z a z o v i m a s t v a r n o g s v i j e t a , n a u
i t i k a k o s e p o s l o v n i p r o c e s i u n u t a r n j i h o v i h k o m p a n i j a i z v r aa v a j u i k a k o s e p o s t u p a u i z n i m n i m s i t u a c i j a m a . Z n a
i , d j e l o m i
n o o v i s i o l j u d s k o m f a k t o r u d a l i e B P M p o s t a t i v e l i k i i s t a l n o o d r ~i v i u s p j e h i l i e d i j e l i t i s u d b i n u m n o g i h d r u g i h t e h n o l o ak i h t r e n d o v a k a o at o s e t o d o g o d i l o r a
u n a l n o i n t e g r i r a n o j p r o i z v o d n j i k o j a j e p r o p a l a k r a j e m 1 9 8 0 t i h .
U P R A V L J A N J E P O S L O V N I M P R O C E S I M A E M P I R I J S K O I S T R A }I V A N J E U R E P U B L I C I H R V A T S K O J
E m p i r i j s k o i s t r a ~i v a n j e j e p r o v e d e n o p o d o k r i l j e m E k o n o m s k i h f a k u l t e t a u Z a g r e b u i L j u b l j a n i . P r e d m e t i s t r a ~i v a n j a b i l i s u s t a n j e u p r a v l j a n j a p o s l o v n i m p r o c e s i m a V o d i t e l j i i s t r a ~i v a n j a b i l i s u p r o f . d r . s c . V e s n a B o s i l j - V u k ai i p r o f . d r . s c . M o j c a I n d i h a r `t e m b e r g e r .
M e t o d o l o g i j a i s t r a ~i v a n j a
U s k l o p u i s t r a ~i v a n j a p r a k s e u p r a v l j a n j a p o s l o v n i m p r o c e s i m a u h r v a t s k i m p o d u z e i m a o d r e e n i s u i n s t r u m e n t i i s t r a ~i v a n j a , d e f i n i r a n e p o p u l a c i j e t e n a
i n o b r a d e p o d a t a k a .
I n s t r u m e n t i s t r a ~i v a n j a
I n s t r u m e n t i s t r a ~i v a n j a j e b i o a n k e t n i u p i t n i k . U p i t n i k s e k o n c e p t u a l n o m o ~e p o d i j e l i t i n a d v a d i j e l a ( A , B ) :
A d i o u p i t n i k a p o d n a z i v o m P R O C E S N A O R I J E N T A C I J A O R G A N I Z A C I J E s l u ~i o j e
z a u t v r i v a n j e p r o c e s n e u s m j e r e n o s t i o r g a n i z a c i j e . P i t a n j a v e z a n a z a p r o c e s n u o r i j e n t a c i j u s u g r u p i r a n a u d e s e t d i m e n z i j a , a t e d i m e n z i j e s a d r ~e u k u p n o p e d e s e t i ae s t p i t a n j a ( T a b l i c a 2 ) .
T a b l i c a 2 . O p e r a c i o n a l i z a c i j a m o d e l a p r o c e s n e o r i j e n t a c i j e p o d u z e a
D I M E N Z I J E B r o j p i t a n j a 1 . S T R A T E `K I P R I S T U P ( V O D S T V O , S T R A T E G I J A I P O L I T I K A ) ( s t r a t ) 5 2 . D E F I N I R A N J E I D O K U M E N T A C I J A P O S L O V N I H P R O C E S A ( p m a p ) 6 3 . M J E R E N J E p o s l o v n i h P R O C E S A I U P R A V L J A N J E p o s l o v n i m P R O C E S I M A ( b p m ) 7 4 . O R G A N I Z A C I J S K A S T R U K T U R A ( s t r u c ) 7 5 . M E N A D }M E N T L J U D S K I H R E S U R S A ( h r m ) 5 6 . P R O C E S N O O R I J E N T I R A N A O R G A N I Z A C I J S K A K U L T U R A ( p c u l t ) 6 7 . T R }I `N A O R I J E N T A C I J A ( m a r k e t ) 7 8 . O D N O S I S A D O B A V L J A I M A ( s u p p l ) 3 9 . P R O C E S N A I N F O R M A C I J S K A T E H N O L O G I J A ( p r o c i t ) 8 1 0 . P R O C E S N A O R I J E N T A C I J A ( b p o ) 2
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& F d 7$ 8$ H$ a$gdw} F G G "G fH hH tH vH >L @L M M M M \S ^S S ^T `T ԼqaUC< h=A- h}a "h=A- h}a 5CJ OJ QJ \aJ hw} h}a OJ QJ \ h1SS h}a CJ OJ QJ \aJ )j h7|/ 0J CJ OJ QJ U\]aJ h7|/ CJ OJ QJ \]aJ )j hb 0J CJ OJ QJ U\]aJ "h1SS h}a CJ OJ QJ \]aJ .h1SS h}a 5B*CJ OJ QJ \]aJ ph .h2^ h}a 5B*CJ OJ QJ \]aJ ph %h2^ h}a 5CJ OJ QJ \]aJ ^T `T ~T T T K 7 7 7 $d $7$ 8$ H$ If a$gd1SS kd\} $$If l F n ! n ?
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& F d 7$ 8$ H$ gd2^ y y { { | | Z} } } ~ H~ V~ b~ h~ l~ ~ ~ ~ ~ ~ ~ , ^ . n t v ϿuueVIVuV h1SS 5CJ OJ QJ aJ h2^ h1SS CJ OJ QJ aJ hbN hbN 5CJ OJ QJ aJ h1SS CJ OJ QJ aJ hg CJ OJ QJ aJ h2^ h= CJ OJ QJ aJ %h1SS h= B*CJ OJ QJ aJ ph h1SS h= 5CJ OJ QJ aJ h2^ h= 5CJ OJ QJ aJ h2^ 5CJ OJ QJ aJ h1SS h= CJ OJ QJ aJ (h2^ h= 5B*CJ OJ QJ aJ ph v , . " & ( F P V X ƃ ̃ J X ^ ` Ą wȉwwwww "h=A- h= 56CJ OJ QJ aJ h=A- h= CJ OJ QJ aJ *h1SS h= 6;CJ OJ QJ aJ mHsH $h1SS h= CJ OJ QJ aJ mHsH h=A- h= h=A- h= 5CJ OJ QJ aJ "h=A- h= 5>*CJ OJ QJ aJ hg h= OJ QJ hg hg OJ QJ ., . k b O $d ( ( $If a$gd1SS $If gd1SS kd+ $$If l 4 0 p# ̙ 0 p# 4 4
l al f4p ̙ ytg " & k b O $d ( ( $If a$gd1SS $If gd1SS kd $$If l 4 0 p# ̙ 0 p# 4 4
l al f4p ̙ ytg & ( k b O $d ( ( $If a$gd1SS $If gd1SS kd $$If l 4 0 p# ̙ 0 p# 4 4
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l al f4p ̙ ytg R V k [ H $d ( ( $If a$gd1SS d ( ( $If gd1SS kdY $$If l 4 0 p# ̙ 0 p# 4 4
l al f4p ̙ ytg V X ȃ ̃ k [ H $d ( ( $If a$gd1SS d ( ( $If gd1SS kd) $$If l 4 0 p# ̙ 0 p# 4 4
l al f4p ̙ ytg ̃ k [ H $d ( ( $If a$gd1SS d ( ( $If gd1SS kd $$If l 4 0 p# ̙ 0 p# 4 4
l al f4p ̙ ytg Z ^ k [ H $d ( ( $If a$gd1SS d ( ( $If gd1SS kd $$If l 4 0 p# ̙ 0 p# 4 4
l al f4p ̙ ytg ^ ` k [ H $d ( ( $If a$gd1SS d ( ( $If gd1SS kd $$If l 4 0 p# ̙ 0 p# 4 4
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l al f4p ̙ ytg P o d l o g a z a r a z v o j d i j e l a u p i t n i k a k o j i s e o d n o s i n a i s t r a ~i v a n j e u p r a v l j a n j a p o s l o v n i m p r o c e s i m a j e b i l o o r i g i n a l n o i s t r a ~i v a n j e p r o c e s n e o r i j e n t a c i j e K . P . M c C o r m a c k a i W . C . J o h n s o n a i z 2 0 0 1 . M c C o r m a c k j e u s v o j i m r a d o v i m a r a z v i o m o d e l p r o c e s n e z r e l o s t i p o d u z e a i p r i l i k o m r a z v i j a n j a m o d e l a j e o d r e d i o p r o c e s n u z r e l o s t u f a z a m a k o j e o r g a n i z a c i j a t r e b a p r o i k a k o b i p o v e a l a s v o j u p r o c e s n u u s m j e r e n o s t d o p o t p u n e p r o c e s n e i n t e g r a c i j e .
B d i o u p i t n i k a p o d n a z i v o m O P I D I O s l u ~i o j e k a o p o d l o g a z a z a u t v r i v a n j e
k a r a k t e r i s t i k a o r g a n i z a c i j e i u k l j u
i v a o j e :
- g l a v n u d j e l a t n o s t o r g a n i z a c i j e ,
- p r o s j e
a n b r o j z a p o s l e n i h ,
- o p s e g g o d i an j e g p r o m e t a ,
- k o n t a k t p o d a t k e o s o b e k o j a j e p o p u n j a v a l a u p i t n i k ( p o ~e l j i ) .
U z o r a k i s t r a ~i v a n j a i n a
i n p r i k u p l j a n j a p o d a t a k a
A n k e t n i u p i t n i k u R e p u b l i c i H r v a t s k o j j e p o s l a n n a a d r e s e 1 7 5 0 v e l i k i h , s r e d n j i h i m a l i h h r v a t s k i h k o m p a n i j a , a d o p o d a t a k a o n j i m a d o al o s e p o m o u b a z e I n s t i t u t a z a p o s l o v n a i s t r a ~i v a n j a . A n k e t n i u p i t n i k j e b i o n a s l o v l j e n n a v o d e e l j u d e p o d u z e a - p r e d s j e d n i k e U p r a v e i l i d i r e k t o r e , j e r s e p r e t p o s t a v l j a l o d a s u o n i n a j k o m p e t e n t n i j i z a n j i h o v o p o p u n j a v a n j e .
U z o r a k i s t r a ~i v a n j a u R e p u b l i c i H r v a t s k o j o b u h v a a 2 0 0 v e l i k i h , s r e d n j i h i m a l i h h r v a t s k i h p o d u z e a ( s t o p a r e s p o n z i v n o s t i j e 1 1 , 4 3 % ) .
Z a u t v r i v a n j e o p i h k a r a k t e r i s t i k a o r g a n i z a c i j e k o r i s t i l a s u s e p i t a n j a o g l a v n o j d j e l a t n o s t i o r g a n i z a c i j e i p r o s j e
n o m b r o j z a p o s l e n i h u o r g a n i z a c i j i . K a k o b i s e p o k a z a l a h e t e r o g e n o s t u z o r k a p r o m a t r a o s e i o p s e g g o d i an j e g p r o m e t a o r g a n i z a c i j a .
Z a u t v r i v a n j e d j e l a t n o s t i o r g a n i z a c i j a k o j e s u s u d j e l o v a l e u u p i t n i k u k a o o d g o v o r n a p i t a n j e o n j i h o v o j g l a v n o j d j e l a t n o s t i p o n u e n o j e 1 9 m o g u n o s t i p r e m a k a t e g o r i z a c i j i D r ~a v n o g z a v o d a z a s t a t i s t i k u ( T a b l i c a 3 ) .
T a b l i c a 3 . O s n o v n e d j e l a t n o s t i u R e p u b l i c i H r v a t s k o j
A P o l j o p r i v r e d a , l o v , s t o
a r s t v o K F i n a n c i j s k e i o s i g u r a v a t e l j s k e d j e l a t n o s t i B R u d a r s t v o L P o s l o v a n j e s n e k r e t n i n a m a C P r e r a i v a
k e d j e l a t n o s t i M S t r u
n e , z n a n s t v e n e i t e h n i
k e d j e l a t n o s t i D O p s k r b a e l e k t r i
n o m e n e r g i j o m , p l i n o m , p a r o m N O s t a l e p o s l o v n e d j e l a t n o s t i E O p s k r b a s v o d o m , z b r i n j a v a n j e o t p a d a , o k o l i a O J a v n a u p r a v a , o b r a n a , s o c i j a l n o o s i g u r a n j e F G r a d i t e l j s t v o P O b r a z o v a n j e G T r g o v i n a , p o p r a v a k m o t o r n i h v o z i l a Q Z d r a v s t v o , s o c i j a l n a p o m o H P r o m e t i s k l a d i at e n j e R K u l t u r n e , z a b a v n e i r e k r e a t i v n e d j e l a t n o s t i I U g o s t i t e l j s t v o S O s t a l e d j e l a t n o s t i J I n f o r m a c i j s k e i k o m u n i k a c i j s k e d j e l a t n o s t i
G r a f i k o n 1 . p o k a z u j e d a j e u i s t r a ~i v a n j u s u d j e l o v a l o n a j v i ae p o d u z e a i z p r e r a i v a
k i h d j e l a t n o s t i ( 5 9 ) , g r a d i t e l j s t v a ( 2 9 ) t e t r g o v i n e ( 1 6 ) . U i s t r a ~i v a n j u n i j e s u d j e l o v a l o n i j e d n o p o d u z e e i z z d r a v s t v a i s o c i j a l n e p o m o i , a o d 2 0 0 o d g o v o r a 6 n i j e v a l j a n o ( x = 6 ) .
G r a f i k o n 1 . O s n o v n e d j e l a t n o s t i p o d u z e a k o j a s u s u d j e l o v a l e u i s t r a ~i v a n j u
P r e m a p o d j e l i D r ~a v n o g z a v o d a z a s t a t i s t i k u u R e p u b l i c i H r v a t s k o j u m a l a p o d u z e a s p a d a j u k o m p a n i j e s a o d 1 d o 4 9 z a p o s l e n i h , u s r e d n j a k o m p a n i j e s a o d 5 0 d o 2 4 9 z a p o s l e n i h , a v e l i k a p o d u z e a i m a j u 2 5 0 z a p o s l e n i h i v i ae . G r a f i k o n 2 . p r i k a z u j e p o s t o t a k p o d u z e a k o j a s u s u d j e l o v a l a u i s t r a ~i v a n j u p o b r o j u z a p o s l e n i h . U i s t r a ~i v a n j u j e s u d j e l o v a l o n a j m a n j e m a l i h p o d u z e a ( 5 % ) , a n a j v i ae s r e d n j i h p o d u z e a ( 6 2 % ) . V e l i k i h p o d u z e a b i l o j e 3 3 % .
G r a f i k o n 2 . B r o j z a p o s l e n i h p o p o d u z e i m a i z i s t r a ~i v a n j a
O b r a d a p o d a t a k a
Z a o c j e n j i v a n j e a n k e t n i h u p i t n i k a k o r i at e n a L i k e r t o v a s k a l a o d 7 s t u p n j e v a , g d j e v r i j e d i : 1 = u o p e n i j e t o
n o , 2 = n i j e t o
n o , 3 = v i ae n e t o
n o n e g o t o
n o , 4 = n i t i t o
n o , n i t i n e t o
n o , 5 = v i ae t o
n o n e g o n e t o
n o , 6 = t o
n o , 7 = u p o t p u n o s t i t o
n o , x = n e z n a m .
P r i k u p l j e n i p o d a c i o b r a d i l i s u s e u z p o m o s t a t i s t i
k o g p a k e t a z a d r u at v e n e z n a n o s t i , S P S S ( e n g . S t a t i s t i c a l P a c k a g e f o r t h e S o c i a l S c i e n c e s ) . S t a t i s t i
k a o b r a d a u k l j u
i v a l a j e d e s k r i p t i v n u s t a t i s t i k u ( p r o s j e
n e v r i j e d n o s t i , s t a n d a r d n e d e v i j a c i j e , k u m u l a t i v e t e r e l a t i v n e i a p s o l u t n e f r e k v e n c i j e ) i i n f e r e n c i j a l n u s t a t i s t i k u ( k o r e l a c i j s k a a n a l i z a , S p e r m a n o v k o e f i c i j e n t k o r e l a c i j e ) .
R e z u l t a t i i s t r a ~i v a n j a
U t v r e n a p r o s j e
n a v r i j e d n o s t p r o c e s n e z r e l o s t i h r v a t s k i h p o d u z e a i z n o s i 4 , 8 7 6 9 a d o b i l a s e r a
u n a n j e m p r o s j e k a o c j e n a 1 0 d i m e n z i j a A d i j e l a u p i t n i k a . T a b l i c a 4 . p r i k a z u j e p r o s j e
n e o c j e n e p o d i m e n z i j a m a z a A d i o u p i t n i k a .
T a b l i c a 4 . P r o s j e
n e o c j e n e p o d i m e n z i j a m a z a A d i o u p i t n i k a .
I z t a b l i c e s e v i d i d a s u s i p o d u z e a n a j v e u o c j e n u d a l a u d i m e n z i j i s t r a t e ak o g p r i s t u p a ( 5 . 3 9 7 9 ) . T a d i m e n z i j a o b u h v a a l a j e p i t a n j a o u s k l a e n o s t i c i l j e v a p o s l o v n i h p r o c e s a s a s t r a t e ak i m c i l j e v i m a o r g a n i z a c i j e , p l a n o v i m a z a p o b o l j aa n j e i i n o v a c i j e p o s l o v n i h p r o c e s a t e u k l j u
e n o s t i v o d s t v a o r g a n i z a c i j e u p r o m j e n u p o s l o v n i h p r o c e s a .
D i m e n z i j a u k o j o j s u s e h r v a t s k a p o d u z e a o c i j e n i l a k a o n a j s l a b i j a j e s t d i m e n z i j a p r o c e s n e i n f o r m a c i j s k e t e h n o l o g i j e ( 3 , 9 0 3 4 ) . P r o m a t r a n j e m p o j e d i n a
n i h o c j e n a u n u t a r t e d i m e n z i j e u o
a v a s e d a s u s i n a j m a n j u o c j e n u p o d u z e a d a l a z a k o r i at e n j e p r o g r a m s k i h a l a t a z a m o d e l i r a n j e i d o k u m e n t i r a n j e p o s l o v n i h p r o c e s a ( 2 , 8 3 ) at o g o v o r i u p r i l o g t o m e d a h r v a t s k a p o d u z e a u g l a v n o m n e p o s j e d u j u t a k v e p r o g r a m s k e a l a t e . O d p r o g r a m s k i h a l a t a p o d u z e a n a j
e ae k o r i s t e A R I S ( s p o m e n u t j e u 9 s l u
a j e v a ) t e M i c r o s o f t V i s i o ( 5 s l u
a j e v a ) . N e k a p o d u z e a n a p i t a n j e o s p e c i j a l i z i r a n i m p r o g r a m s k i m a l a t i m a z a m o d e l i r a n j e i d o k u m e n t i r a n j e p o s l o v n i h p r o c e s a k o j a s e k o r i s t e u n j i h o v o m p o d u z e u d a j u o d g o v o r e k o j i n i s u a d e k v a t n i , i z
e g a s e m o ~e z a k l j u
i t i k a k o t e k o m p a n i j e n i s u u p o z n a t e s k o n c e p t o m i t e r m i n i m a m o d e l i r a n j a p o s l o v n i h p r o c e s a . N a p i t a n j e o t o m e k o l i k o
e s t o k o r i s t e t a k v e p r o g r a m s k e a l a t e s a m o u 1 3 s l u
a j e v a j e o d g o v o r s v a k o d n e v n o , at o g o v o r i u p r i l o g t o m e d a j e m o d e l i r a n j e i d o k u m e n t i r a n j e p o s l o v n i h p r o c e s a r i j e t k a p r a k s a u h r v a t s k i m p o d u z e i m a .
O g r a n i
e n j a i s t r a ~i v a n j a
K a k o b i s e z a k l j u
c i n e k o g i s t r a ~i v a n j a m o g l i e f i k a s n o k o r i s t i t i p o t r e b n o j e b i t i s v j e s t a n i o d r e e n i h o g r a n i
e n j a i s t r a ~i v a n j a . O g r a n i
e n j a p r o v e d e n o g i s t r a ~i v a n j a s e m o g u s v r s t a t i u n e k o l i k o k a t e g o r i j a .
J e d n o o d o g r a n i
e n j a j e s t r e l a t i v a n b r o j p o d u z e a k o j a s u s u d j e l o v a l a u i s t r a ~i v a n j u . S t o p a p o v r a t a a n k e t n i h u p i t n i k a j e b i l a 1 1 , 4 2 % at o u k a z u j e n a t o d a j e u u z o r k u z a s t u p l j e n m a l i b r o j p o p u l a c i j e v e l i k i h , s r e d n j i h i m a l i h h r v a t s k i h p o d u z e a . I p a k , g l e d a j u i a p s o l u t n i b r o j o d 2 0 0 p o d u z e a , k o j i p r e d s t a v l j a v e l i k u z o r a k , o m o g u i o j e p r o v o e n j e s t a t i s t i
k i h o b r a d a i k v a l i t e t n o i n d u k t i v n o z a k l j u
i v a n j e .
D r u g o o g r a n i
e n j e j e s t u t o m e d a s u u i s t r a ~i v a n j u s u d j e l o v a l a m a l a , s r e d n j a i v e l i k a h r v a t s k a p o d u z e a , a p o s a m o j j e l o g i c i j a s n o d a i z m e u t a k v i h p o d u z e a p o s t o j e v e l i k e r a z l i k e u p r a k s i u p r a v l j a n j a p o s l o v n i m p r o c e s i m a i z n a n j e m .
T r e e o g r a n i
e n j e s e o d n o s i n a
i n j e n i c u d a s e k o r i s t i o s a m o p o p u n j a v a j u i a n k e t n i u p i t n i k i L i k e r t o v a s k a l a k o j i d o v o d e d o o d r e e n e s u b j e k t i v n o s t i . S u b j e k t i v a n p r o c j e n a i s p i t a n i k a k o j i s u p o p u n j a v a l i a n k e t n i u p i t n i k o v i s i o n j i h o v o j p r o c j e n i , a o n a m o ~e d o v e s t i d o d v a t i p a g r e aa k a :
a ) i s p i t a n i c i n i s u r a z u m j e l i o d r e e n a p i t a n j a z b o g n e p o z n a v a n j a t e r m i n o l o g i j e u p r a v l j a n j a z n a n j e m i p r o c e s n e t e r m i n o l o g i j e . P r i m j e r t a k v e g r e ak e j e s t k a d a n a p i t a n j e o t o m e k o j i s e p r o g r a m s k i a l a t i k o r i s t e z a m o d e l i r a n j e i d o k u m e n t i r a n j e p o s l o v n i h p r o c e s a u n j i h o v i m o r g a n i z a c i j a m a i s p i t a n i c i d a j u z a o d g o v o r e i m e n a p o z n a t i h p o s l o v n i h i n f o r m a c i j s k i h s u s t a v a k a o at o j e n p r . S A P ,
b ) i s p i t a n i c i s u h t j e l i p r i k a z a t i s v o j e p o d u z e e at o b o l j e k a k o b i d o b i l o b o l j e o c j e n e .
N o , b e z o b z i r a n a n a v e d e n a o g r a n i
e n j a , p r i k u p l j e n i p o d a c i s u i v i ae n e g o v r i j e d n i i k o r i s n i z a d o n o ae n j e z a k l j u
a k a o s t a n j u u p r a v l j a n j a p o s l o v n i m u p o d u z e i m a R e p u b l i k e H r v a t s k e .
A n a l i z a i d i s k u s i j a r e z u l t a t a i s t r a ~i v a n j a
I s t r a ~i v a n j e z a u t v r i v a n j e p r o c e s n e u s m j e r e n o s t i o r g a n i z a c i j e u R e p u b l i c i H r v a t s k o j i R e p u b l i c i S l o v e n i j i b i l o j e p r o v e d e n o i 2 0 0 5 . g o d i n e i s t o p o d o k r i l j e m E k o n o m s k i h f a k u l t e t a u Z a g r e b u i L j u b l j a n i i v o d s t v o m p r o f . d r . s c . V e s n e B o s i l j - V u k ai i p r o f . d r . s c . M o j c e I n d i h a r `t e m b e r g e r . T a d a s u u u z o r k u i s t r a ~i v a n j a s u d j e l o v a l a 2 0 2 h r v a t s k a i 2 0 3 s l o v e n s k a p o d u z e a , a k o r i at e n a j e L i k e r t o v a s k a l a o d 1 d o 5 . Z b o g u o
e n i h n e d o s t a t a k a r a n i j e g i s t r a ~i v a n j a s t v o r e n j e n o v i a n k e t n i u p i t n i k , g d j e j e p o v e a n o p s e g i s t r a ~i v a n j a g l e d e p r o m a t r a n i h d i m e n z i j a , a i s t o v r e m e n o j e r a c i o n a l i z i r a n b r o j p i t a n j a p o p o j e d i n i m d i m e n z i j a m a . I s t r a ~i v a n j e i z 2 0 0 5 . g o d i n e p o k a z a l o j e d a j e p r o c e s n a z r e l o s t h r v a t s k i h p o d u z e a 3 , 4 7 . U t v r e n a p r o s j e
n a v r i j e d n o s t p r o c e s n e z r e l o s t i u n o v o m i s t r a ~i v a n j u i z n o s i 4 , 8 7 6 9 . T o u k a z u j e n a
i n j e n i c u d a s u h r v a t s k a p o d u z e a n a p r e d o v a l a i d a s u z n a t n o p r o c e s n o z r e l i j a n e g o 2 0 0 5 . g o d i n e .
V i aa p r o c e s n a o r i j e n t a c i j a d o v o d i d o b o l j i h f i n a n c i j s k i h i n e f i n a n c i j s k i h p e r f o r m a n s i p o d u z e a u t r a n z i c i j s k i m e k o n o m i j a m a .
K a k o b i p o s t a l a j o a z r e l i j a p o t r e b n o j e d a p o d u z e a u H r v a t s k o j :
f o r m i r a j u o r g a n i z a c i j s k e j e d i n i c e z a u p r a v l j a n j e p o s l o v n i m p r o c e s i m a ,
u s v o j e p r o c e s n u t e r m i n o l o g i j u ,
r a z v i j u p r o c e s n u k u l t u r u ,
o b r a z u j u z a p o s l e n i k e o p r o c e s n i m m e t o d a m a .
.
e s t o j e u p r a v o i n f o r m a c i j s k a t e h n o l o g i j a u l i t e r a t u r i
i m b e n i k k o j i o m o g u a v a i p o b o l j aa v a p r e u s m j e r a v a n j e p o s l o v a n j a u s m j e r u p r o c e s n e p a r a d i g m e , j e r j e u p r a k s i i n f o r m a t i z a c i j a p o s l o v a n j a j o a u v i j e k n e a d e k v a t n a . S t a t i s t i
k a o b r a d a r e z u l t a t a p o k a z a l a j e d a j e p r o c e s n a i n f o r m a c i j s k a t e h n o l o g i j a s a o c j e n o m 3 , 9 0 3 4 n a j m a n j e r a z v i j e n a d i m e n z i j a p r o c e s n e o r i j e n t a c i j e o r g a n i z a c i j e at o n i j e d o b a r r e z u l t a t , j e r u i n f o r m a t i z a c i j i p o s l o v a n j a l e ~i o g r o m a n p o t e n c i j a l . P o s l o v a n j e s e m o r a t e m e l j i t i n a p r o c e s i m a , k a k o b i i h b i l o m o g u e a u t o m a t i z i r a t i u p o r a b o m i n f o r m a c i j s k e t e h n o l o g i j e , k a o at o s u n p r . s u s t a v i z a u p r a v l j a n j e p o s l o v n i m p r o c e s i m a , s u s t a v i z a u p r a v l j a n j e d o k u m e n t i m a , s u s t a v i z a u p r a v l j a n j e p o s l o v n i m t o k o v i m a , e l e k t r o n i
k a r a z m j e n a p o d a t a k a s p o s l o v n i m p a r t n e r i m a , i t d . T a k o e r , h r v a t s k a p r a k s a j e p o k a z a l a r i j e t k o k o r i at e n j e p r o g r a m s k i h a l a t a z a d o k u m e n t i r a n j e i a n a l i z u p o s l o v n i h p r o c e s a , at o e s e u b u d u n o s t i m o r a t i p r o m i j e n i t i j e r t a k v i a l a t i d o n o s e v r i j e d n o s t o r g a n i z a c i j i u s k l a i v a n j e m n j e n i h p r o c e s a , a m e n a d ~e r i m a n a
i n d a u
i n k o v i t o k o o r d i n i r a j u s v e l j u d s k e i t e h n o l o ak e r e s u r s e p o t r e b n e z a i z v o e n j e p o j e d i n i h p o s l o v n i h p r o c e s a .
Z A K L J U A K
N a j u s p j e an i j a s v j e t s k a p o d u z e a s v o j u u s p j e an o s t n a j v e i m d i j e l o m m o g u z a h v a l i t i p r a k s i u p r a v l j a n j a p o s l o v n i m p r o c e s i m a . U p r a v l j a n j e p o s l o v n i m p r o c e s i m a p o b o l j aa v a k o m p e t i t i v n o s t i s t u p a n j i n o v a t i v n o s t i p o d u z e a t e d o v o d i d o b r ~i h i f l e k s i b i l n i j i h r e a k c i j a p o d u z e a n a p r o m j e n j i v e t r ~i an e u v j e t e . E m p i r i j s k o i s t r a ~i v a n j e p r o v e d e n o u o v o m e r a d u p o k a z a l o j e k a k o j e R e p u b l i k a H r v a t s k a z n a
a j n o n a p r e d o v a l a u o v o m p o d r u
j u u o d n o s u n a p r i j a an j a i s t r a ~i v a n j a . M e u t i m , k a k o b i p o s t a l a j o a k o n k u r e n t n i j a i d a l j e p o b o l j aa v a l a p e r f o r m a n s e h r v a t s k a p o d u z e a m o r a j u j o a v i ae r a z v i j a t i u p r a v l j a n j e p o s l o v n i m p r o c e s i m a t e t a j k o n c e p t m o r a p o s t a t i s v a k o d n e v n a p r a k s a i d i o p o s l o v n e p o l i t i k e s v i h h r v a t s k i h p o d u z e a .
L I T E R A T U R A :
B e c k e r , J . , K u g e l e r , M . , R o s e m a n n , M . ( 2 0 0 3 . ) , P r o c e s s M a n a g e m e n t : A G u i d e f o r t h e D e s i g n o f B u s i n e s s P r o c e s s e s , B e r l i n : S p r i n g e r
B o s i l j V u k ai , V . , K o v a
i
, A . ( 2 0 0 4 . ) , U p r a v l j a n j e p o s l o v n i m p r o c e s i m a , Z a g r e b : S i n e r g i j a - n a k l a d n i at v o d . o . o . , s t r . 9
B o s i l j V u k ai , V . , H e r n a u s , T . , K o v a
i
, A . ( 2 0 0 8 . ) . , U p r a v l j a n j e p o s l o v n i m p r o c e s i m a - o r g a n i z a c i j s k i i i n f o r m a c i j s k i p r i s t u p , Z a g r e b : `k o l s k a k n j i g a , s t r . 4 4
B o s i l j V u k ai V . i s u r . ( 2 0 0 6 . ) , M e n a d ~m e n t p o s l o v n i h p r o c e s a i z n a n j a u h r v a t s k i m p o d u z e i m a , Z a g r e b : W o r k i n g P a p e r S e r i e s , 0 6 ( 0 5 ) , 1 - 2 0 , s t r . 7
C i n g u l a , M . , F a b a c , R . , P o s l o v n i s u s t a v i i p o s l o v n i p r o c e s i m a - m o d e l i r a n j e i r e i n ~e n j e r i n g , V a r a ~d i n : F a k u l t e t o r g a n i z a c i j e i i n f o r m a t i k e , d o s t u p n o n a : H Y P E R L I N K " h t t p : / / w w w . f o i . h r / C M S _ l i b r a r y / s t u d i j i / d o d i p l o m s k i / I S / k o l e g i j i / o p r / 1 1 _ P o s l o v n i _ s u s t a v i _ i _ p o s l o v n i _ p r o c e s i _ m o d e l i r a n j e _ i _ r e i n z e n j e r i n g _ 1 1 . p p t " h t t p : / / w w w . f o i . h r / C M S _ l i b r a r y / s t u d i j i / d o d i p l o m s k i / I S / k o l e g i j i / o p r / 1 1 _ P o s l o v n i _ s u s t a v i _ i _ p o s l o v n i _ p r o c e s i _ m o d e l i r a n j e _ i _ r e i n z e n j e r i n g _ 1 1 . p p t [ 0 1 . l i p a n j , 2 0 1 0 . ]
H a r m o n , P . ( 2 0 0 3 . ) , B u s i n e s s P r o c e s s C h a n g e A M a n a g e r ' s G u i d e t o I m p r o v i n g , R e d e s i g n i n g a n d A u t o m a t i n g P r o c e s s e s , S a n F r a n c i s c o : M o r g a n K a u f m a n n P u b l i s h e r s , s t r . 7 7
L a g u n d a , M . , M a r k l u n d , J . ( 2 0 0 5 . ) , B u s i n e s s P r o c e s s M o d e l l i n g , S i m u l a t i o n a n d D e s i g n , N e w J e r s e y : P e a r s o n P r e n t i c a H a l l , s t r . 3
M c C o r m a c k , K . P . , J o h n s o n , W . C . ( 2 0 0 1 . ) , B u s i n e s s P r o c e s s O r i e n t a t i o n : G a i n i n g t h e E - B u s i n e s s C o m p e t i t i v e A d v a n t a g e , N e w Y o r k : S t . L u c i e P r e s s , s t r . 1 1
O u l d , M . A . ( 2 0 0 5 . ) , B u s i n e s s P r o c e s s M a n a g e m e n t - A R i g o r o u s A p p r o a c h , T a m p a : M e g h a n - K i f f e r P r e s s , s t r . 1 4 5
R a s h i d N . K . ( 2 0 0 3 . ) , B u s i n e s s P r o c e s s M a n a g e m e n t A P r a c t i c a l G u i d e , T a m p a : M e g h a n - K i f f e r P r e s s
S p a n y i , A . ( 2 0 0 7 . ) , M o r e f o r L e s s T h e P o w e r o f P r o c e s s M a n a g e m e n t , T a m p a : M e g h a n - K i f f e r P r e s s
`k r i n j a r , R . , H e r n a u s , T . , I n d i h a r - `t e m b e r g e r , M . ( 2 0 0 8 . ) , S t a n j e p r o c e s n e u s m e r j e n o s t i i n k l j u
n i i z z i v i z a p r i h o d n o s t v S l o v e n i j i i n n a H r v a ak e m , U p o r a b n a i n f o r m a t i k a , 1 6 ( 4 ) , 2 1 0 - 2 1 8
B U S I N E S S P R O C E S S M A N A G E M E N T I N C R O A T I A N C O M P A N I E S
A B S T R A C T : T h e m a i n o b j e c t i v e s o f t h i s p a p e r w e r e t o d e f i n e t h e c o n c e p t s r e l a t e d t o b u s i n e s s p r o c e s s e s a n d b u s i n e s s p r o c e s s m a n a g e m e n t , t o d e t e r m i n e t h e s t a t e a n d t r e n d s o f t h i s t o p i c i n t h e w o r l d , t o e x p l o r e t h e c u r r e n t s t a t e o f o f b u s i n e s s p r o c e s s e s m a n a g e m e n t i n C r o a t i a n c o m p a n i e s a n d d i s c u s s r e s e a r c h r e s u l t s . F o r t h e t h e o r e t i c a l p a r t o f t h e p a p e r t h e m o s t r e l e v a n t b o o k s a n d a r t i c l e s i n t h e f i e l d o f b u s i n e s s p r o c e s s e s w e r e u s e d . F o r t h e e m p i r i c a l p a r t o f t h e p a p e r t h e q u e s t i o n n a i r e w a s u s e d . I t c o n s i s t s o f t w o k e y p a r t s :
P r o c e s s o r i e n t e d o r g a n i z a t i o n
B ) G e n e r a l p a r t .
T h e s t u d y s a m p l e c o n s i s t e d o f 2 0 0 l a r g e , m e d i u m a n d s m a l l C r o a t i a n c o m p a n i e s . B y u s i n g t h e m e t h o d s o f d e s c r i p t i v e a n d i n f e r e n t i a l s t a t i s t i c s i t w a s d e t e r m i n e d t h a t t h e p r o c e s s m a t u r i t y o f C r o a t i a n f i r m s i s 4 . 8 7 6 9 . T o f u r t h e r a d v a n c e i n t h e p r o c e s s m a t u r i t y C r o a t i a n c o m p a n i e s h a v e t o d e v e l o p p r o c e s s c u l t u r e , e d u c a t e e m p l o y e e s a b o u t t h e p r o c e s s o r i e n t a t i o n a n d m e t h o d s a n d a d o p t p r o c e s s t e r m i n o l o g y .
K E Y W O R D S : C O N T R O L S h o c k w a v e F l a s h . S h o c k w a v e F l a s h . 1 0 b u s i n e s s p r o c e s s e s , b u s i n e s s p r o c e s s m a n a g e m e n t , e m p i r i c a l r e s e a r c h , p r o c e s s m a t u r i t y , p r o c e s s o r i e n t a t i o n .
M c C o r m a c k , K . P . , J o h n s o n , W . C . ( 2 0 0 1 . ) , B u s i n e s s P r o c e s s O r i e n t a t i o n : G a i n i n g t h e E - B u s i n e s s C o m p e t i t i v e A d v a n t a g e , N e w Y o r k : S t . L u c i e P r e s s , s t r . 1 1
B o s i l j V u k ai , V . , H e r n a u s , T . , K o v a
i
, A . ( 2 0 0 8 . ) . , U p r a v l j a n j e p o s l o v n i m p r o c e s i m a - o r g a n i z a c i j s k i i i n f o r m a c i j s k i p r i s t u p , Z a g r e b : `k o l s k a k n j i g a , s t r . 4 4
B o s i l j V u k ai , V . , K o v a
i
, A . ( 2 0 0 4 . ) , U p r a v l j a n j e p o s l o v n i m p r o c e s i m a , Z a g r e b : S i n e r g i j a - n a k l a d n i at v o d . o . o . , s t r . 9
L a g u n d a , M . , M a r k l u n d , J . ( 2 0 0 5 . ) , B u s i n e s s P r o c e s s M o d e l l i n g , S i m u l a t i o n a n d D e s i g n , N e w J e r s e y : P e a r s o n P r e n t i c a H a l l , s t r . 3
B o s i l j V u k ai , V . , K o v a
i
, A . ( 2 0 0 4 . ) , U p r a v l j a n j e p o s l o v n i m p r o c e s i m a , Z a g r e b : S i n e r g i j a - n a k l a d n i at v o d . o . o . , s t r . 9
B o s i l j V u k ai , V . , H e r n a u s , T . , K o v a
i
, A . ( 2 0 0 8 . ) . , U p r a v l j a n j e p o s l o v n i m p r o c e s i m a - o r g a n i z a c i j s k i i i n f o r m a c i j s k i p r i s t u p , Z a g r e b : `k o l s k a k n j i g a , s t r . 2 2
B o s i l j V u k ai V . i s u r . ( 2 0 0 6 . ) , M e n a d ~m e n t p o s l o v n i h p r o c e s a i z n a n j a u h r v a t s k i m p o d u z e i m a , Z a g r e b : W o r k i n g P a p e r S e r i e s , 0 6 ( 0 5 ) , 1 - 2 0 , s t r . 7
M c C o r m a c k , K . P . , J o h n s o n , W . C . ( 2 0 0 1 . ) , B u s i n e s s P r o c e s s O r i e n t a t i o n : G a i n i n g t h e E - B u s i n e s s C o m p e t i t i v e A d v a n t a g e , N e w Y o r k : S t . L u c i e P r e s s , s t r . 2 5
B o s i l j V u k ai V . i s u r . ( 2 0 0 6 . ) , M e n a d ~m e n t p o s l o v n i h p r o c e s a i z n a n j a u h r v a t s k i m p o d u z e i m a , Z a g r e b : W o r k i n g P a p e r S e r i e s , 0 6 ( 0 5 ) , 1 - 2 0 , s t r . 8
H a r m o n , P . ( 2 0 0 3 . ) , B u s i n e s s P r o c e s s C h a n g e A M a n a g e r ' s G u i d e t o I m p r o v i n g , R e d e s i g n i n g a n d A u t o m a t i n g P r o c e s s e s , S a n F r a n c i s c o : M o r g a n K a u f m a n n P u b l i s h e r s , s t r . 7 7
`k r i n j a r , R . , H e r n a u s , T . , I n d i h a r - `t e m b e r g e r , M . ( 2 0 0 8 . ) , S t a n j e p r o c e s n e u s m e r j e n o s t i i n k l j u
n i i z z i v i z a p r i h o d n o s t v S l o v e n i j i i n n a H r v a ak e m , U p o r a b n a i n f o r m a t i k a , 1 6 ( 4 ) , 2 1 0 - 2 1 8
P A G E \ * M E R G E F O R M A T 2
P O S L O V N I P R O C E S
S E K U N D A R N E A K T I V N O S T I :
N A B A V A , F I N A N C I J E , R A Z V O J T E H N O L O G I J E , U P R A V L J A N J E L J U D I M A , M E N A D }M E N T , S T R A T E G I J S K O P L A N I R A N J E
P R I M A R N E A K T I V N O S T I :
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