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master's thesis
OPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA NA PRIMJERU PODUZEĆA HEP-TOPLINARSTVO d.o.o. POGON OSIJEK
Diplomski rad
2023. urn:nbn:hr:145:119306
Rukavina, Zvjezdana
Josip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek

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Rukavina, Z. (2023). OPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA NA PRIMJERU PODUZEĆA HEP-TOPLINARSTVO d.o.o. POGON OSIJEK : Diplomski rad (Master's thesis). Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek. Retrieved from https://urn.nsk.hr/urn:nbn:hr:145:119306

Rukavina, Zvjezdana. "OPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA NA PRIMJERU PODUZEĆA HEP-TOPLINARSTVO d.o.o. POGON OSIJEK : Diplomski rad." Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2023. https://urn.nsk.hr/urn:nbn:hr:145:119306

Rukavina, Zvjezdana. "OPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA NA PRIMJERU PODUZEĆA HEP-TOPLINARSTVO d.o.o. POGON OSIJEK : Diplomski rad." Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2023. https://urn.nsk.hr/urn:nbn:hr:145:119306

Rukavina, Z. (2023). 'OPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA NA PRIMJERU PODUZEĆA HEP-TOPLINARSTVO d.o.o. POGON OSIJEK : Diplomski rad', Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, accessed 06 May 2024, https://urn.nsk.hr/urn:nbn:hr:145:119306

Rukavina Z. OPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA NA PRIMJERU PODUZEĆA HEP-TOPLINARSTVO d.o.o. POGON OSIJEK : Diplomski rad [Master's thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek; 2023 [cited 2024 May 06] Available at: https://urn.nsk.hr/urn:nbn:hr:145:119306

Z. Rukavina, "OPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA NA PRIMJERU PODUZEĆA HEP-TOPLINARSTVO d.o.o. POGON OSIJEK : Diplomski rad", Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, Osijek, 2023. Available at: https://urn.nsk.hr/urn:nbn:hr:145:119306

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Metadata
TitleOPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA NA PRIMJERU PODUZEĆA HEP-TOPLINARSTVO d.o.o. POGON OSIJEK : Diplomski rad
Title (english)OPERATIONAL PROCESS OF SALES AND CUSTOMER SERVICE ON THE EXAMPLE OF HEP-TOPLINARSTVO d.o.o. POGON OSIJEK : Graduate paper
AuthorZvjezdana Rukavina
MentorAleksandar Erceg (mentor)
Committee memberDavor Dujak (predsjednik povjerenstva)
Committee memberAleksandar Erceg (član povjerenstva)
Committee memberHelena Štimac (član povjerenstva)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
Osijek
Defense date and country2023-09-19, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Trade and Tourism
Abstract
Diplomskim radom iz kolegija Sourcing i usluge kupcima analizira se operativni proces prodaje i usluge kupcima kao ključnim elementima učinkovitog poslovanja svakog poduzeća koje se bavi pružanjem usluga i prodajom proizvoda. Cilj rada je prikazati operativni proces prodaje kao funkciju poduzeća koja kroz različite oblike prodaje osigurava poduzeću pretvorbu proizvoda i usluga u novac. Rad opisuje prodaju kroz povijest, opće i posebne oblike prodaje, pojam kupca/krajnjeg kupca/potrošača kao osobu ili organizaciju koja kupuje proizvod ili uslugu. Teoretski dio rada nadovezuje se na operativni sustav prodaje i usluge kupcima na primjeru poduzeća HEP-Toplinarstvo d.o.o. Pogona Osijek kao vodećeg distributera toplinske energije u Republici Hrvatskoj. U tom djelu rada opisuje se priključenje krajnjeg kupca na toplinski sustav, isporuka, obračun, prodaja i naplata toplinske energije. Rad prikazuje i istraživački dio koji se odnosi na istraživanje kvalitete isporuke toplinske energije krajnjim kupcima spojenim na centralni toplinski sustav grada Osijeka, te poboljšanje pružanja usluge isporuke toplinske energije kroz projekt koji HEP-Toplinarstvo d.o.o. Pogon Osijek provodi u suradnji sa Europskim fondom za regionalni razvoj.
Abstract (english)
The graduation thesis Purchasing and customer support examines the operational processes of sales and customer service as essential components of the effective running of any business involved in the selling of products and the provision of services. The purpose of the graduation thesis is to demonstrate how the company's sales department operates to ensure that goods and services are converted into cash through a variety of sales channels. The concept of the customer/end customer/consumer as a person or organization that purchases a good or service is discussed in the paper along with general and specific types of sales. The theoretical portion of the thesis is based on the operational system of sales and customer service using the firm HEP-Toplinarstvo d.o.o. Osijek Operative Area. This company is a major supplier of thermal energy in the Republic of Croatia. This section of the work explains how the end user is connected to the heating system, as well as how thermal energy is delivered, calculated, sold, and billed. The research portion of the paper also demonstrates the enhancement of the delivery of thermal energy services through the project that HEP-Toplinarstvo d.o.o. is implementing, as well as the investigation of the quality of thermal energy delivery to end users connected to the city of Osijek's central heating system.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:145:119306
Study programmeTitle: Business economy; specializations in: Trade and logistics, Management, Logistic management , Business informatics
Course: Logistic management
Study programme type: university
Study level: graduate
Academic / professional title: sveučilišni magistar / magistra ekonomije (sveučilišni magistar / magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2023-12-11 16:25:12