zbornik radova (.pdf 11,5 MB) - Hrvatsko društvo inženjera sigurnosti

First categorization is closest to the content related classification, since tools are grouped regarding tothe management levels and main functional areas in organizations, where tools use is mostappropriate. Second classification rests on domain about management tools evolvement over time andclassifies tools in terms of average use and average satisfaction with management tools use, resultingin four groups of tools.Management tools use in different environmentsAs previously stated management tools support managers and employees work in organizations.Building on the cognitions, that management tools are primarily used in one or few functional areas inorganizations and management level [33] we presuppose that different tools support organizations andorganizational members work in organizations that differentiate in development level. Thus,comparing management and business practice in organizations in well developed western Europeaneconomics [1, 16, 32] and catching up economies in Central Europe [11, 13, 17] – selected example ofSlovenia, reveals some differences.Evident is that organization in well developed economies put their focus on [2, 4, 6, 15, 32]: long termorientation on goals, continuous improvements and minor changes, redesigning of organizationalprocesses, enhancing innovative working and behavior, strengthening relationships with customer,better satisfying customers need and consequently enhancing their satisfaction, etc. Organizationalstriving for those goals is usually supported with tools like, mission and vision statements, strategicplanning, customer relationship management, benchmarking [10, 19, 26].On the other hand catching up economies put their focus on [12, 18, 17]: short-term goals with focuson organizational survival, radical changes in working and behavior, business process reengineeringand further optimization of organizational processes, searching for and eliminating non-value addedactivities. Primary concern for business optimization is usually support with tools like outsourcing,business process reengineering, benchmarking, total quality management [13, 21, 31].Figure 1 summarizes our cognitions about the link between development level of organization andmanagement tools use.Figure 1: Usage of management tools in different areas.Source: own sourceIn light of above presented cognitions and aims of this professional paper the main research thesis is:“In high developed western economies are in forefront tools supporting customer relationshipmanagement and customers’ satisfaction, while in catching up economies are at the pedestal toolssupporting optimization of business and its processes.”M&S 8(2013) 97