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Sažetak: Financijska agencija (dalje u tekstu: FINA) kao jedna od najvažnijih institucija hrvatskog financijskog i javnog sustava nositelj je razvoja i operativni upravitelj ključne infrastrukture i niza servisa u području plaćanja te korištenja usluga javnih servisa za najširu mrežu klijenata – građana, malih, srednjih i velikih tvrtki, financijskih institucija do državnih i javnih tijela – s kojima se razvija i raste. Kvaliteta kao strateška odrednica i trajno opredjeljenje FINA-e kroz certifikaciju i održavanje sustava upravljanja kvalitetom prema normi ISO 9001 punih je trinaest godina integrirana u sve poslovne procese i aktivnosti čiji je krajnji rezultat isporuka proizvoda i usluga sukladno najvišim standardima struke i zahtjevima klijenata. Sustav upravljanja kvalitetom živi je organizam koji se prilagođava i mijenja kako bi odgovorio na interne, ali i eksterne potrebe, nerijetko uzrokovane promjenama u okruženju i doprinio povećanju konkurentnosti FINA-inog poslovnog sustava. S ciljem uklopljenosti u strateške smjernice digitalizacije poslovanja, osiguranja kontinuiranog poboljšanja i razvoja dobre prakse, inicirana je digitalizacija sustava upravljanja kvalitetom u dijelu procesa upravljanja dokumentiranim informacijama, kao jednog od zahtjeva norme ISO 9001:2015, čiji je značaj dodatno potvrđen u okolnostima pandemije COVID-19. Učinkovito i sustavno upravljanje dokumentiranim informacijama, mogućnost udaljenog pristupa organizacijskom znanju u realnom vremenu te elektroničko potpisivanje dokumentacije praćeno smanjenom interakcijom među zaposlenicima, uštedom vremena i resursa uvelike doprinose nesmetanom odvijanju poslovnih procesa. Time je dokazana sposobnost FINA-e u upravljanju promjenama i prepoznavanju zrelosti sustava za novu eru u upravljanju kvalitetom. U ovome radu izložena je kronologija digitalizacije procesa upravljanja dokumentiranim informacijama u FINA-i kojoj je prethodila snimka trenutnog stanja i utvrđivanje potreba internih dionika sustava.  Abstract: The Financial Agency (hereinafter: Fina), as one of the most important institutions of the Croatian financial and public system, is the developer and operational manager of the key infrastructure and the range of services in the field of payments and use of public services for the widest network of clients - citizens, small, medium and large companies, financial institutions as well as the state and public bodies - with which it develops and grows. Quality as a strategic determinant and permanent commitment of Fina through certification and maintenance of quality management system according to ISO 9001 has been integrated into all business processes and activities for thirteen years, with products and services rendering in accordance with the highest standards and customer requirements as the final result. The quality management system is a living organism that adapts and changes in order to respond to internal and external needs, often caused by changes in the environment and in order to facilitate the increase of the competitiveness of Fina's business system. For the purpose of the compliance with the strategic guidelines of business digitalization, ensuring continuous improvement and development of good business practices, the digitalization of the quality management system was initiated in the segment dealing with documented information management, which is one of the requirements of ISO 9001:2015, whose importance was further confirmed in the circumstances of the COVID-19 pandemic. Efficient and systematic documented information management, the ability of real-time remote access to organizational knowledge and electronic signing of documentation followed by reduced interaction among employees and time and resources savings, contribute to unhindered business processes operation. The aforementioned demonstrates Fina’s ability of the efficient transformation management and system maturity recognition in the new era of quality management. This paper presents the chronology of digitalization of documented information management process in Fina, which was preceded by the assessment and identification of the needs of internal stakeholders of the system.

Digitalizacija sustava upravljanja kvalitetom FINA-e u području upravljanja dokumentiranim informacijama