Business process automation through a case study of the introduction of the ePlati system

Poslovni je proces način na koji se nešto u organizaciji radi i različiti ga autori različito definiraju. Međutim, svaki poslovni proces predstavlja aktivnost organizacije kojom se žele zadovoljiti potrebe kupaca za proizvodima ili uslugama odgovarajuće cijene i kvalitete, u odgovarajućem vremenskom roku, uz istovremeno ostvarivanje određene vrijednosti. U suvremeno se doba naglašava važnost reinženjeringa poslovnih procesa koji primjenjuje organizacija koja, nakon što sazrije, uvidi da njena trenutna organizacijska struktura i poslovni procesi nisu adekvatni. Iako je u prošlosti u pojedinim razdobljima bio ukinut, reinženjering poslovnih procesa sve se više vraća u primjenu, a temeljni je razlog tome sve veći broj organizacija koje se vraćaju na svoj temeljni posao dok ostale poslove napuštaju zbog turbulentnosti okoline. Svaka bi organizacija trebala brzo i učinkovito prilagoditi svoje poslovne procese novom poslovnom okruženju kako bi osigurala poslovni uspjeh i dugoročni opstanak. Naime, nedovoljno je primijeniti najbolju poslovnu praksu već je potrebno nove prakse razvijati i provoditi. Ove zahtjeve ispunjavaju nove tehnologije automatizacije poslovnih procesa koja postaje ključni pokretač izvrsnosti poslovnih procesa. Automatizacija poslovnih procesa podrazumijeva korištenje napredne tehnologije za završavanje poslovnih procesa uz minimalnu intervenciju ljudskih resursa te se njome poboljšavaju učinkovitost i točnost svakog koraka u procesu. Temeljna je svrha ovoga diplomskoga rada pojašnjenje pojma automatizacije poslovnih procesa na primjeru studije slučaja sustava ePlati pri čemu se koriste kvantitativne istraživačke metode.A business process is the way in which something is done in an organization and is defined differently by different authors. However, every business process represents an organization's activity that aims to satisfy customers' needs for products or services of appropriate price and quality, within an appropriate time frame, while at the same time realizing a certain value. In modern times, the importance of business process reengineering is emphasized by an organization that, after maturing, realizes that its current organizational structure and business processes are not adequate. Although in the past it was abolished in certain periods, the reengineering of business processes is increasingly coming back into use, and the main reason for this is the growing number of organizations that are returning to their core business while abandoning other businesses due to the turbulence of the environment. Every organization should quickly and efficiently adapt its business processes to the new business environment in order to ensure business success and long-term survival. Namely, it is not enough to apply the best business practice, it is necessary to develop and implement new practices. These requirements are met by new business process automation technologies, which become a key driver of business process excellence. Automation of business processes implies the use of advanced technology to complete business processes with minimal intervention of human resources, improving the efficiency and accuracy of each step in the process. The main purpose of this thesis is to clarify the concept of automation of business processes on the example of a case study of the ePlati system, where quantitative research method is used