Process innovation for a national branch of selected multinational IS/ICT company

The topic of this diploma thesis is Process innovation for a national branch of se-lected multinational IS/ICT company. The aim of the thesis is to improve corporate process based on the process analysis methodologies and evaluate the effectiveness of the proposed change. The theoretical part is devoted to the basic terms such as process management, modeling and process improvement. The practical part is de-voted to the description of the original process, its analysis and proposed process improvement. The process is analyzed by DMAIC method in conjunction with model SIPOC. The proposed solution is to implement a system of interactive voice re-sponse, which has a positive effect on the productivity of the team during the pro-cess of providing credit limit. The remaining part of the thesis is devoted to evalua-tion of the effectiveness of the proposed change and the possibility of its implemen-tation also to other branches with similar business goals