Summary: Requests of interested parties, amongst which the customer has the central position, are starting points of quality management system that complies with requirements of ISO 9000ff and ISO 14000ff international norms. Regardless of the fact whether we want to arrange management system to meet the requirements of these norms, one should be able to recognize exact requests of interested parties. Classic structural model of organization must be upgraded through developed, documented and implemented processes. Processes are one of structural elements of each management system, and environmental management system, too. Scientists and experts do not agree about generally accepted methodology of process modelling. Sažetak: Zahtjevi zainteresiranih strana, pri čemu centralno mjesta ima kupac, polazište su sustava upravljanja kvalitetom sukladno zahtjevima međunarodne norme ISO 9000ff i ISO 14000ff. Bez obzira na to želimo urediti sustav upravljanja sukladno zahtjevima ovih normi kako bi bio sposoban prepoznati stvarne zahtjeve zainteresiranih strana. Klasični model organizacijske structure mora biti poboljšan razvijenim, dokumentiranim i implementiranim poslovnim procesima. Oni su jedan od strukturnih elemenata svakog sustava upravljanja među kojima i sustava upravljanja okolišem. Među znanstvenicima i stručnjacima nema suglasja oko opće prihvaćene metodologije modeliranja poslovnih procesa. |