IMPROVEMENT OF BUSINESS PROCESSES IN PUBLIC UTILITY COMPANIES

Abstract

This paper analyzes business processes and improvements that are performed in public utility companies (PUC) with a focus on city sanitation company in Kragujevac. The importance of continuous improvements of processes, in PUC, will be explained through corrective and preventive actions that are accurately designed to respond correctly to the needs of their customers. These actions are strictly based on calculations and measurements of both customer complaints and internal audits. Complete procedure, basic description and goals of corrective and preventive actions will be given throughout this paper, as well as management of non-conformities in companies, that can influence efficiency and cause intervening checks. The aim of this paper is to draw attention on the importance of informations and data analysis that companies get and how it can guide certain process improvements in companies.