EMPLOYEES\u27 INFLUENCE ON SERVICE QUALITY IN BIJOL D.O.O

Področje, ki smo ga zajeli v diplomskem delu, ga raziskali ter na primeru konkretnega podjetja in zaposlenih analizirali, je postreglo z zanimivimi rezultati. Obravnavano področje je vsekakor zelo aktualno in zadeva vsako podjetje na globalnem trgu predvsem v času krize, pri kateri je in bo potrebno vse resurse znotraj podjetja maksimalno angažirati ter pri zaposlenih izkoristiti vse potenciale, ki jih kot posamezniki imajo in jih mogoče zaradi različnih vplivov ne morejo oz. nočejo maksimalno izkoristiti. Filozofija dela ter razmišljanje posameznika sta odvisni tako od zunanjih vplivov, predvsem pa od vplivov, ki se dogajajo znotraj podjetja. Tu mislimo na medsebojne odnose, na delovno vzdušje ter nenazadnje tudi na motiviranost za delo, na katero pa zopet vpliva ogromno dejavnikov. V februarju smo v podjetju Bijol d. o. o. izvajali anketo o vplivu zaposlenih na kakovost opravljenih storitev. Anketa je bila razdeljena med vse zaposlene in tudi med najtesnejše zunanje sodelavce. Bistvo raziskave je bilo osredotočeno predvsem na mnenje zaposlenih o tem, kako se počutijo v podjetju, kakšen neposredni vpliv imajo, v kolikšni meri se trudijo pri zagotavljanju ustrezne kakovosti, ali se zavedajo pomena kakovosti za ugled in ekonomsko uspešnost podjetja ... V uvodnem delu diplomskega dela so navedene določene predpostavke, ki smo jih dobili iz obstoječega stanja. Teoretične osnove diplomskega dela pa povzemajo filozofijo managementa celovite kakovosti ter moč participativega managementa na posameznika. Namen diplomskega dela je opozoriti na pomembnost vsakega posameznika oz. človeškega vira za organizacijo, ki želi v svoji zasnovi dobro delovati in dosegati velike ekonomske uspehe. Cilj raziskave je bil na konkretnem podjetju analizirati oz. pridobiti mnenje zaposlenih o tem, kakšen vpliv imajo pri delu v podjetju Bijol d. o. o.. Bistveni pomen pri celotni analizi ima podatek, da kar 40 % anketiranih meni, da imajo velik oz. zelo velik vpliv na poslovanje podjetja, prav tako jih 52 % meni, da imajo srednje velik vpliv. Menimo, da podjetje v veliki meri upošteva mnenje in delo zaposlenih, kar se nam zdi ključnega pomena še posebej v času slabih gospodarskih razmer. Po rezultatih sodeč je eden od ključnih problemov neustrezna komunikacija in slabo zaupanje med posameznimi oddelki.The field we covered in this thesis with research and analysis of an example of an actual company and its employees, offered interesting results. The subject matter treated is without doubt very up-to-date and it refers to every company on the global market, especially in time of crisis during which all resources within and outside of the company are and will be put into use, and all employee potentials - present with each individual but (un)willingly remain unused to a certain degree due to different influences - must be used. The mentality of labour and the thinking process of each individual depend on external influences, but mostly on influences within the company. By this we mean mutual relations, working atmosphere and, last but not least, motivation for work, which is again influenced by numerous factors. We carried out a survey in the company Bijol d.o.o. in February, which concentrated on the influence of employees on the quality of provided services. The survey was carried out among all employees and also closest outside partners. The survey mostly concentrated on the opinions of employees, how they felt in the company? What is their direct influence? To what extent they try to assure proper quality? Are they aware of the significance of quality regarding reputation and economic success of the company?… We stated certain predispositions in the introductory part, which were derived from the existent state. The theoretical basis of the thesis sums up the philosophy of total quality management, as well as the influence of participative management on the individual. The purpose of this thesis is mostly to draw attention to the importance of each individual i.e. of human resources to an organisation that basically wants to function well and wants to achieve high economic success. The purpose of a research done on an actual company was to analyse or attain the employees’ thoughts and their influence on their work at Bijol d.o.o. In our opinion, the most significant information gathered through this analysis is that as many as 40% of participants believe that they have a great or even significant influence on the operation of the company, and as many as 52% feel that their influence is somewhere in the middle. We think that the company largely takes the work and opinion of the employees into consideration, which has significant importance, especially in times of bad economic conditions. Judging by the results, one of the key problems is poor communication and insufficient trust between individual departments