Řízení kvality v oblasti informačních technologií za použití Modelu zralosti
Title Alternative:Quality Management in information technologies, using the Capability Maturity Model
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Cílem této diplomové práce je analýza a návrh vybraných procesů, které jsou realizovány prostřednictvím recepčního a rezervačního systému Previo, za účelem zlepšení kvality služeb ubytování i samotné funkčnosti systému. Systém Previo slouží jako plnohodnotný recepční systém a také jako nástroj pro správu ubytovacích zařízení na rezervačních portálech. Práce popisuje současný stav jednotlivých procesů, analyzuje je z hlediska vkládání a údržby dat v systému a navrhuje řešení, které zlepší kvalitu těchto procesů, a může pozitivně ovlivnit činnosti spojené se službou ubytování. První část popisuje koncepty, nástroje a modely, které souvisejí s řešenými problémy. Druhá část využívá nástroje popsané v první části, představuje samotný systém i současný stav konkrétních procesů a navrhuje optimální řešení týkající se zlepšení kvality služeb souvisejících s výše uvedenými procesy. Zlepšení procesů a jejich vliv na kvalitu poskytování ubytovacích služeb je prezentováno pomocí průběžného reprezentačního modelu zralosti (Capability Maturity Model Integration).
The goal of the current master's thesis is the analysis and design of selected business processes, which are executed via the Previo reception and reservation system, in order to improve quality of the corresponding services as well as the functionality of the system. The Previo reception and reservation system serves as a full-fledged reception system and also as a tool for the administration of accommodation facilities for booking portals and it´s websites. The thesis describes the current status of specific customer service processes, analyzes them from the point of view of data entry and maintenance and proposes a solution that will improve the quality of the data entry process that can positively influence all the activities regarding the accommodation services. The first part describes the concepts, tools and models that are related to the solved issues. The second part uses the tools analyzed in the first part, describes the system itself as well as the current status of specific processes and proposes an optimal solution regarding the quality improvement of the services related to the aforementioned processes. The business process improvement and its influence on the quality of the accommodation services provision is based on the continuous representation of the Integration Capability Maturity model for services.
The goal of the current master's thesis is the analysis and design of selected business processes, which are executed via the Previo reception and reservation system, in order to improve quality of the corresponding services as well as the functionality of the system. The Previo reception and reservation system serves as a full-fledged reception system and also as a tool for the administration of accommodation facilities for booking portals and it´s websites. The thesis describes the current status of specific customer service processes, analyzes them from the point of view of data entry and maintenance and proposes a solution that will improve the quality of the data entry process that can positively influence all the activities regarding the accommodation services. The first part describes the concepts, tools and models that are related to the solved issues. The second part uses the tools analyzed in the first part, describes the system itself as well as the current status of specific processes and proposes an optimal solution regarding the quality improvement of the services related to the aforementioned processes. The business process improvement and its influence on the quality of the accommodation services provision is based on the continuous representation of the Integration Capability Maturity model for services.