| Abstract [eng] |
Rapid changes in the external environment and constantly growing needs of consumers are forcing service companies to develop constantly their management by applying modern and more efficient means of activity management. Latterly, one of the methods of improvement of enterprises activity's management most often discussed in the scientific literature is a formation of process approach or improvement of processes management. Activity of every enterprise as well as service company is based on processes. The activity results of every enterprise depend on how the processes are being managed. Efficient management of processes warranties an achievement of set goals, purposeful functioning, helps to create a higher value added to both external and internal consumers, better satisfies expectations of consumers and decreases costs at the same time. Service company's management based on processes requires for substantial rethinking of enterprise's organizational structure, indices of management efficiency, control mechanisms, ways of communication, employees' stimulation means and other issues important to service companies. In other words, first, the enterprises need to know own their processes, to identify the key problems of processes management and to select appropriate measures for their improvement. This study tackles the problem formulated by the question: what are possibilities to adapt process approach in a utility services company in striving to improve its activity? |
