Improving Efficiency of Administrative Processes—A Case Study in a Service Sector
Due to the fast development of IT technologies, new possibilities how to improve business and administration processes have emerged. The aim of this paper is to present a measuring tool designed for measuring and analysing administration processes in non-manufacturing field. DMAIC (Define, Measure, Analyse, Improve, Control) was chosen as the main working framework for defining actual level of effectiveness in administration operations. Different methods like a retrospective analysis or a method of guided interviews were also used at different stages. The retrospective analysis helped to map and define by that time not available data like lead time and a skill level related to single work operations. A method of guided interviews was exploited in order to detect attitudes, priorities of management and administration staff. For verification of the designed measuring tool, the CSOB Insurance Company from the Czech Republic was used. This company, representing non-manufacturing service organization, placed 4 administration units into the pilot study. Verification of new contracts, contract changes, and collection/disbursement of payments are administrated in these units. In total, the project involved 62 employees for the period of 12 months. Implementation of the measuring tool resulted in improvement in four areas: better performance and reduction of waste of sources, quality growth in the area of business case development, a positive impact on management of human resources and transfer of tacit information into explicit information. The new proposed measuring tool which can be easily implemented in any non-manufacturing organization.
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Document Type: Research Article
Affiliations: University of Hradec Kralove, Faculty of Informatics and Management, Rokitanskeho 62, 50003, Czech Republic
Publication date: November 1, 2017
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