disertacija USLUGE

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    UNIVERZITET U NOVOM SADUTEHNIKI FAKULTET MIHAJLO PUPIN ZRENJANIN

    INENJERSKI MENADMENT

    DOPRINOS POVEANJUEFIKASNOSTI USLUNIH

    ORGANIZACIJA U REPUBLICISRBIJI

    DOKTORSKA DISERTACIJA

    Mentor: Prof. Dr Zvonko Sajfert Kandidat: Mr Borko Popovi

    Zrenjanin, 2012. godine

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    , KLJUNA DOKUMENTACIJSKA INFORMACIJA

    Redni broj:

    RBRIdentifikacioni broj:

    IBRTip dokumentacije:

    TD

    Monografska dokumentacija

    Tip zapisa:

    TZ

    Tekstualni tampani materijal

    Vrsta rada (dipl., mag., dokt.):

    VR

    Doktorska disertacija

    Ime i prezime autora:

    AU

    Mr Borko Popovi

    Mentor (titula, ime, prezime, zva.):

    MN

    Dr Zvonko Sajfert, redovni profesor

    Naslov rada:

    NR

    Doprinos poveanju efikasnosti uslunihorganizacija u Republici Srbiji

    Jezik publikacije:

    JP

    SRPSKI, LATINICA

    Jezik izvoda:

    JI

    srp. / eng.

    Zemlja publikovanja:

    ZP

    REPUBLIKA SRBIJA

    Ue geografsko podruje:

    UGP

    A. P. VOJVODINA

    Godina:

    GO

    2012

    Izdava:

    IZ

    autorski reprint

    Mesto i adresa:

    MA

    ure akovi bb, 23000, Zrenjanin

    Fiziki opis rada:

    FO

    10 poglavlja, 239 stranica, 10 slika 40 grafikona, 80literarnih navoda

    Nauna oblast:

    NO

    INENJERSKI MENADMENT

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    Nauna disciplina:

    ND

    ORGANIZACIJA, MENADMENT

    Predmetna odrednica, kljune rei:

    PO

    Menadment, usluga, efikasnost, selekcija, uslunaorganizacija

    UDK

    uva se:

    U

    Biblioteka Tehnikog fakulteta Mihajlo Pupin

    Zrenjanin

    Vana napomena:

    VN

    Nema

    Izvod:

    IZ

    Jedan od uslova uspenog poveanja efikasnostiuslunih organizacija je ekspanzija uslunogsektora. Mnogi strunjaci predviaju jo dinaminijirazvoj sektora usluga u budunosti, procenjujui daovo podruje ima jo dosta neiskorienogpotencijala. U savremenim uslovima globalizacijetrita i jake konkurencije u svim aspektimaposlovanja, neophodno je izuzetno dobropoznavanje uslunog sektora, kako bi preduzea iorganizacije iz oblasti uslunih delatnosti, mogla dana pravi nain opstanu i razvijaju se.

    Definisanje faktora koji determiniu poveanjaefikasnosti uslunih organizacija odreuje se kaosvrsishodan napor za kompleksnim istraivanjemuslunog sektora, primenom faktorske analize istvaranja modela u uslunim ciklusima treba da

    poveaju efikasnost usluga.Definisanjem faktora koji determiniu uslunedelatnosti i selakcijom menadera dobija seodrednica u kom pravcu treba da se podigne nivoznanja menadera koje treba zaposliti u uslugama.

    Potrebe istraivanja u ovom domenu sumnogobrojne. Temelj razvoja svake drave poivana uslugama. Sistem usluga treba pratiti,permanentno posmatrati i preispitivati, aktuelizovatii modernizovati proces usluga, usavravatimenadere u uslugama i sve to podrati matrijalnim

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    sredstvima.

    U praksi je sve prisutnija potreba za uslugama, kroz

    osavremenjene principe i sagledane kroz potrebeokruenja i vremena u kom se nalazimo. Optaproblematika bazira se na na nedovoljnojdefinisanosti faktora i svega onoga to doprinosiefikasnijim uslugama. Sagledavanjem faktora kojiodreuju nivo usluga, unapredie proces usluga ucelini. Sadraje usluga, naine njihove realizacije izajednike ciljeve treba formulisati da bi seomoguilo razvijanje usluga. Time bi se formiralekreativne i stvaralake linosti na polju usluga, ro

    je u saglasnosti sa trendovima razvoja usluga uEvropskoj Uniji, tj. Sa odrednicama evropskestrategije.

    Datum prihvatanja teme od strane NNvea:

    DP

    16.6. 2010.

    Datum odbrane:

    DO

    2012.

    lanovi komisije:

    (ime i prezime / titula / zvanje / nazivorganizacije / status)

    KO

    predsednik:Dr Dejan orevi, van. Prof.

    lan: Dr Rado Maksimovi, red. Prof. FTN, NoviSad

    lan:Dr Caria Bei, docent, Tehniki fakultetaak, Univerzitet u Kragujevcu,

    lan:Dr Dragan okalo, docent, Tehniki fakultetMihajlo Pupin, Zrenjanin,

    mentor:Dr Zvonko Sajfert, redovni profesor,Tehniki fakultet Mihajlo Pupin, Zrenjanin,

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    University of Novi Sad

    FacultyKey word documentation

    Accession number:

    ANOIdentification number:

    INODocument type:

    DT

    Monograph documentation

    Type of record:

    TR

    Textual printed material

    Contents code:

    CC

    PhD Thesis

    Author:

    AU

    Borko Popovi, Msc

    Mentor:

    MN

    Zvonko0 Sajfert, PhD, Full Profesor

    Title:

    TILanguage of text:

    LT

    Eng. / lat.

    Language of abstract:

    LA

    eng. / srp.

    Country of publication:

    CP

    Republic of Serbia

    Locality of publication:

    LP

    A.P. Vojvodina

    Publication year:

    PY

    2012.

    Publisher:

    PU

    Autors reprint

    Publication place:

    PP

    23000 Zrenjanin

    D ure D akovic bb

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    Physical description:

    PD

    10 chapters, 239 pages, 40 figures, 40 tables, 80references

    Scientific field

    SF

    Engineering Management

    Scientific discipline

    SD

    Organization and Management

    Subject, Key words

    SKW

    Management, services, effective, selection, servicesorganization

    UC

    Holding data:

    HD

    Library of Tehnical faculty Mihael Pupin

    Zrenjanin, Zrenjanin, Djure Djacovic bb

    Note:

    NAbstract:

    AB

    One of the conditions of successful serviceorganizations to increase the efficiency of theexpansion of the service sector. Many expertspredict even more dynamic development of theservice sector in the future, believing that this area isstill a lot of untapped potential. In modernconditions of globalization of markets and strongcompetition in all aspects of the business, it isextremely good knowledge of the service sector toenterprises and organizations in the field of serviceactivities, could properly survive and thrive.

    Defining the factors that determine the increasedefficiency of service organizations is defined as apurposeful effort to study the complex servicesector, using factor analysis and model creation inthe service cycle to increase efficiency of services.

    By defining the factors that determine the serviceactivities and selakcijom manager receives theentries in which direction to raise the skills ofmanagers to be employed in services.

    The needs of research in this field are numerous.The basis of development of each country based onservices. The service system should be monitored,reviewed and considered permanent, aktuelizovatiprocess and modernize services, improve services

    and managers to support matrijalnim all means.In practice, the more pronounced need for services,

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    through the modernized principles and perceivedneeds of the environment and the times in which wefind ourselves.

    The general problem is based on the factors stated asinsufficient, and everything that contributes to moreefficient services.

    Consideration of the factors that determine the levelof service, improve the service process as a whole.Content services, ways of their realization andcommon goals should be formulated to enable thedevelopment of services. This would form a creativepersonality and creative services in the field, sro is

    consistent with the trends of development ofservices in the European Union, ie. With theprovisions of the European strategy.

    Accepted on Scientific Board on:

    AS

    16.6.2010.

    Defended:

    DE

    March, 2012.

    Thesis Defend Board:

    DB

    president:

    Dejan orevi, PhD, Associate Professor, TehnicalFaculty Mihajlo Pupin, Zrenjanin

    Member:

    Rado Maksimovi, PhD Full time Profesor, FacultyTehnical Science, Novi Sad

    member:

    Caria Bei, PhD Assistent Prosessor, TehnicalFaculty, aak

    member:

    Dragan okalo, Phd Assistent Professor, TehnicalFaculty Mihajlo Pupin, Zrenjanin

    Mentor:

    Zvonko0 Sajfert, PhD, Full time Profesor, TehnicalFaculty Mihajlo Pupin, Zrenjanin

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    SADAJ:

    UVOD............................................................................................................................................................ 4

    1. METODOLOKI OKVIR ISTRAIVANJA ................................................................................... 7

    1.1 PROBLEM ISTRAIVANJA .................................................................................................... 7

    1.2 PREDMET ISTRAIVANJA.................................................................................................. 8

    1.3 CILJEVI I ZADACI ISTRAIVANJA................................................................................... 9

    1.4 HIPOTEZE ISTRAIVANJA ............................................................................................... 10

    1.4.1 Osnovna hipoteza istraivanja........................................................................................... 10

    1.4.2 Pomone hipoteze istraivanja .......................................................................................... 10

    1.5 METODE, TEHNIKE, INSTRUMENTI I UZORAK ISTRAIVANJA .......................... 11

    1.6 NAUNA I DRUTVENA OPRAVDANOST ISTRAIVANJA....................................... 12

    1.7 PLAN ISTRAIVANJA .........................................................................................................