RESEARCH IN THE FIELD OF APPLICATION OF PROCESS APPROACH FOR IDENTIFICATION OF IMPROVEMENTS IN PERFORMING OF AFTERSALE PHASE OF CAR DEALERSHIPS.

There is a frequent need for appling a process approach instead of a functional (traditional) one in the management of business organizations. No matter the core business of the organization, contemporary business management includes transparent measuring of the business performances and need for continuous improvement. With the process orientied approach faults and delays in performing of work activities in business systems can be determined. Elimination of faults and delays can provide continuos improvement and create values wich will contribute to client’s satisfaction and other interested parties. Regarding to the type of the organization, complexity of services and direct contact with consumers i.e. clients, the need for appling the process approach is the also very relevant within car dealship organizations, especially within the field of aftesale – car repair and service (maintenance). This paper presents the results of the research which is based on the relevant data – general data about business organization (one car dealership), operational documentation of the business system, interviewing employees with the focus on top management. In the first part, the example of designing of a process model – identification of process, determination of key performance indicators (KPI) for one of the key working activities – car repair and service (maintenance) was presented. In the second part of the paper the example of measuring of KPI’s for the mentioned process was given. Obtained results provide inputs for deteriming the specific improvements of the process performance – the process of car repair and service as a part or aftersale phase in a car dealership. [ABSTRACT FROM AUTHOR]