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ABSTRACT

DEVELOPMENT OF INNOVATION MANAGEMENT MODEL FOR IMPROVING

BUSINESS EXCELLENCE OF SMALL AND MEDIUM ENTERPRISES

The globalization of the world economy, together with its complexity, has made knowledge the main resource of nations as well as individual economic entities. Innovation has, consequently, become a key requirement for both global and local competitiveness of an organization. With knowledge as a central resource, the world economy is being rapidly transformed into knowledge and innovation economy.

The primary problem of an enterprise is not the lack of ideas but the lack of strategic approaches to implementing innovative ideas and the ability to assess the potential value of an innovation. Furthermore, it is necessary that innovation should be implemented in a systematic and timely manner so that its estimated value should be fully realized. The afore mentioned problems can be solved by means of innovation management accompanied by appropriate information technology solutions.

The scientific objective of this dissertation is to develop innovative methodology as well as practical software solutions in the process of innovation management to increase business excellence of small and medium-sized enterprises (SMEs). The methodology focuses on the activation of documentation management system potential as a catalyst in the process of modeling and application of process innovation and new business paradigms.

The target group of the research are manufacturing SMEs, which make up a significant segment of Serbian economy and should be the driving force of economic development. The researchers used the experience gained in the implementation of the originally developed software solutions in the fields of document management and business process innovation in four food processing enterprises (four case studies).

Research results are presented by means of author-developed programs for statistical data processing and business excellence assessment (based on the EFQM 2013 methodology).

In this way, the practical application of the developed methodology is demonstrated together with its impact on the SMEs' innovation potential and their business excellence.

Keywords: management system, quality, innovation, document management, event-based management.

6

...................................................................................................................................... 3

............................................................................................................................................. 4

ABSTRACT ......................................................................................................................................... 5

.......................................................................................................................................... 6

................................................................................................................................ 9

..............................................................................................................................12

.................................................................................13

........................................................................................15

..................................................................................................................17

1. .......................................................................................................................................18

1.1. ............................................................................................................... 21

1.2. ........................................................................................... 22

1.3. ................................................................................................................ 25

1.4. EOE, , EE, AA .......................... 25

1.5. ......................................................................................................... 26

1.6. ............................................................................................. 26

I ...........30

1. ...................................................................................31

1.1. ............................................................................ 31

1.2. ............................................................................................. 33

1.3. ....................................................................... 35

2. .............................................................41

2.1. ........................................................................ 41

2.2. ISO 9000 .................................................................................................. 43

2.3. ISO 9001:2008 ................................................................................... 45

3. ISO 9001:2008 TQM- ........................47

3.1. , , .................................... 47

3.2. (ISO 9001:2008 4) ........................................ 48

7

3.3. (ISO 9001:2008 5) ................................................................... 52

3.4. (ISO 9001:2008 6) ......................................................................... 56

3.5. (ISO 9001:2008 7) ....................................................................... 58

3.6. , (ISO 9001:2008 8) .......................................................... 63

3.7. ISO 9000:2015 .............................................................. 68

II TQM- ..................................................69

1. (TQM) ...........................70

1.1. - .................................................................................. 70

1.1.1 , ............................................................................ 73

1.1.2 ...................................................................................... 74

1.2. TQM-A ....................................................................................................................... 77

1.3. Q ....................................................................................................................... 78

1.4. ............................................................................ 82

1.4.1 .............................................................................................. 85

1.4.2 A (MBNQA) ................................................................ 86

1.4.3 EFQM ..................................................................................... 89

III

..........................................................................................93

1. .................................................................................................94

1.1. ............................................................................................. 94

1.2. ............................................................................................... 98

2. ........................................................................................... 101

2.1. ................................................................................... 101

2.2. ................................................................................................................. 104

2.3. .............................................................................. 109

2.4. ...................................................................................... 112

2.5. ........................................................................................................ 115

2.6. .......................................................................... 122

2.7. ........................ 128

IV QDMS................................................ 136

1. QMS-A ........................................ 137

1.1. ...................................................................................... 137

1.2. .............................................. 140

2. ........................ 146

2.1. .......................................................................... 146

2.2. ........................................................................................... 147

2.2.1 ................................................................................. 148

2.2.2 ............................................................................................. 149

2.3. ................................................................................... 150

8

2.4. ....................................................................................... 153

2.5. .................................................................................................... 156

2.6. (TCO) .............................................................................. 158

V (

) ........................................ 162

1. ........................................... 163

1.1. ............................................................................................................ 163

1.2. QDMS ED .............................................................................. 166

1.2.1 (SOA) ....................................................................... 167

1.2.2 QDMS ED ................................... 170

1.2.3 HACCP ED/BAM/CEP ...................................................................................... 174

1.3. .................................................................................................... 177

1.3.1 ........................................................................... 178

1.3.2 ..................................................................... 181

1.3.3 / .................................................. 182

1.3.4 .............................................................. 183

1.3.5 , ............................................. 183

1.4. ...................................... 184

2. QDMS-A ............................................................... 194

2.1. SAW ..................................................................... 195

2.2. .................................................................................................................. 198

2.3. EFQM 2013 ........................ 204

............................................................................................................ 210

..................................................................................................................................... 211

.................................................................................................................................. 218

: ................................................. 235

9

1 ( PEI- RAKANOVI, 2008) .................................. 34

2 ( PEI- RAKANOVI, 2008) 37

3 ........................................................................................... 40

4 ........................................................................................................... 43

5 ISO 9000 ( TRICKER, 2014) ........................ 44 6 ............................................................................... 45

7 ................................................................................................................. 48

8 ( ISO) ............... 49

9 ........................................................................... 49

10 ( ARSOVSKI, 2007) ................................................. 50

11 ............................................................... 51

12 ................................................................................................... 53

13 ............................................................ 54

14 , , ........................... 56

15 ......................................................................................................... 57

16 ....................................................................................................... 58

17 ( PEI- RAKANOVI, 2008) .............................. 60

18 .................................................................................................................... 61

19 ............................................................................................................. 62

20 , .......................................................................................... 63

21 .................................................... 67

22 ( HELETA, 2008) ............................... 71

23 ..................................................... 73

24 .................................................................................................... 75

25 SWOT .......................................................................................................... 75

26 ................................................................................................... 76

27 , Q- ........................................................................................ 80

28 ( HELETA, 2008) .. 83

29 QMS ISO 9001 ............................................... 84

30 MB .......................................................................... 87

31 ( THE EFQM

EXCELLENCE MODEL IN ACTION, 2000) ................................................................................................. 89

32 : ISO ........... 92

33 ............................................................................................. 95

34 3 ( AL-HAWARI & HASAN, 2007) ................................ 96

35 - .................................................................... 96

10

36 - A

( ................................................................................................................ 98

37 ( DALKIR, 2013) 100

38 (. TIDD, PAVITT & BESSANT, 2001) ..................... 108

39 ( TIDD, PAVITT & BESSANT, 2001)) ..................... 110

40 ( )....................... 110

41 ( TIDD, PAVITT & BESSANT, 2001) .. 111

42 EEO OE EE OAJA ( POKRAJAC, 1994: 59)

.................................................................................................................................................... 113

43 EEO OE AAA OAJAA E (

POKRAJAC, 1994: 60) .......................................................................................................... 113

44 ( ) ............................................. 115

45 (. MROCZKOWSKI, 2011) ......................... 116

46 (. MROCZKOWSKI, 2011).......................... 116

47 (. MROCZKOWSKI, 2011) ...................... 117

48 (. MROCZKOWSKI, 2011) ........................... 118

49 ( CHESBROUGH,

2006)).......................................................................................................................................... 122

50 ( CVETANOVI, DESPOTOVI &

MLADENOVI, 2012) . 151......................................................................................................... 124

51 (. CVETANOVI, DESPOTOVI & MLADENOVI, 2012) ......... 128

52 .................................................................. 138

53 .... 139

54 .................................................................................. 139

55

(SSA ) .................................................................................................. 141

56 (

) ............................................................................................................... 142

57 (

) ............................................................................................................... 143

58 ( )

.................................................................................................................................................... 145

59 .................................................................... 148

60 QMS-A ............... 150

61 QMS- ......................................................................... 151

62 QMS- ......................................................... 151

63 ................................................................................... 152

64 ................................................................................................ 154

65 ..................................................................................................... 154

66 ............ 156

67 ............................................................................................... 157

68 ............................................. 158

69 TCO ............................................................................................ 159

70 Q ....................................... 167

11

71 SOA/ED PUBLISH/SUBSCRIBE (

KONG, JUNG & PARK, 2009) ............................................................................................................ 168

72 ................................................ 169

73 SOA EDA .............................. 170

74 ................................................ 171

75 ED

(SSA ) ............................................................................................................................ 172

76 ED

( ) .................................................................................................. 173

77 ......................... 174

78 ,

.................................................................................................................................................... 177

79 ............................ 178

80 ....................................................................................................... 179

81 ............................................................................. 180

82 BLACKBOX .................................................................................. 181

83 ED , ............... 185

84 (DATA MINING) ........................................... 186

85 QDMS- ...................................................................................... 187

86 (, ,

) .......................................................................... 188

87 () .............. 189

88 (RADAR RATING) ..................................... 190

89 ........................................................................... 191

90 ......................... 192

91 ......................................................................... 192

92 .............................. 193

93 - .................... 193

94 QDMS- .. 198

95 ................................................... 199

96 .............................................................. 200

97 .................................................................. 201

98

( ) ........................................................................................... 202

99 ............................................................ 203

100 ..................................................................... 205

101 ............................................... 206

102 ( .) ........................... 206

103

.................................................................................................................................................... 207

104 (%) A ...... 208

105 EFQM .............................................................. 209

12

1 .............................................................................................. 65

2 MB ............................................ 87

3 .......................................................................... 90

4 ....................................... 97

5 OECD ..................................................... 104

6 ................................................................................................... 118

7 .................................................................... 119

8 ......................................... 135

9 ............................................................................................ 140

10 ............................................... 155

11 TCO ...................... 160

12 HACCP ED .................................................................................... 175

13 ................. 179

14 EDB QMS-A .............................. 181

15 .................................................................................................... 195

16 ..................................................................................... 196

17 ............................ 197

18 .............................................................................. 199

13

BAM Business Activity Monitoring

BE Business Excellence BI Business Intelligence BPM Business Process Management

BPR Business Process Reengineering

BRC British Retail Consortium

CCP Critical Control Point CEP Complex Event Processing

CRM Customer Relationship Management

DBMS Database Management Systems

ED Event-Driven

EDA Event-Driven Architecture

EDBS Event-Driven Based System

EFQM European Foundation For Quality Management

ERP Enterprise Resource Planning GAP Good Agricultural Practice

HACCP Hazard Analysis And Critical Control Points

IDEF0 Integration Definition

IKT Information nd Communication Technology

ISO International Standard Organization

Information Technology I&T Inspection and Testing

14

IoT Internet of Things JetDBE Microsoft Jet Database Engine JIT Just In Time KPI Key Performance Indicators OOA Object Oriented Analysis OS Operating System

PDCA (Plan Do Check Act) : ---

QA Quality Assurance

QDMS Quality Document Management System

QMS Quality Management System QSA Quality Self Assessment R&D Research and Development RAD Rapid Application Development SAW Simple Additive Weighting SMEs Small and Medium Size Enterpises SMTP Simple Mail Transfer Protocol

SOA Service-Oriented Architecture

SOHO Small Office/Home Office /

SPC Statistical Process Control

SQL Structured Query Language SSA Structured System Analysis

SWOT Strengths, Weaknesses, Opportunities, Threats

, , ,

TCO - Total Cost of Ownership TPM Total Productive Maintenance TQM Total Quality Management TQS Total Quality Society VBA Visual Basic for Applications A T MC

15

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23

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24

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. 21. . , , . - .

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, QDMS. a .

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)

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32

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35

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(ISO 9000:2000; ISO 9000:2008), :

, , ,

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36

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. (Edward Deming); (Rafael, 1991).

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I

40

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KTA 1401 - . KTA - . KTA 1401 . (Lidbury & Morland, 1987).

QSF - . QSF - , . AQAP.

CECC . . . (Weaver, 1990). CECC - DIN 45 901.

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Q 101 - . (Ford) Q 101 E (Schippers, 1998).

I

43

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I

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5 ISO 9000 (. Tricker, 2014: 36)

I

45

ISO 9000:2008 3 :

ISO 9000:2005 ; , .

ISO 9001:2008 ; .

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: ; ISO 9001 .

2.3. ISO 9001:2008

ISO 9001:2008 8 ( 6); (Heleta & Cvetkovi, 2009; ISO Centralni sekretarijat, 2002):

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I

46

1. : . , , / .

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47

3. ISO 9001:2008 TQM-

ISO 9000 Q ? : ISO 9000

, Q

. ISO 9001 , , , (Bokovi & Anelkovi Pei, 2011)

ISO 9001:2008 8 (Tricker, 2014; Hoyle, 2009; ISO, 2008):

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3 ( 7).

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4 ( 8).

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51

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53

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55

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I

56

14 , ,

, , , , QDMS. ED (event driven) ( ) QDMS-a .

3.4. (ISO 9001:2008 6)

o QMS- ( 15), . .

I

57

15

, , , , , , , .

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20 ,

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64

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;

;

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;

Benchmarking (Elmuti, & Kathawala, 1997).

FMEA .(Scipioni et al. 2002)

QFD (Govers, 2001).

, :

Big data (Agrawal, Das & El Abbadi, 2011; Du, 2014)).

, , (Nedic et al. 2014).

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oao oaaa ooo oeeo eea a ooe eje ee oe ooe, e, eooje, a. oo oao aa e aojae a oe oaea o o ooa, a, o eoa oaaje aaa ooo eaj oo a aj eo.

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. ooo ea oeja oaj je e ao oao. oaja . oo ae oaja je e ao oao. eaa ae oaja ea a a eo ea e ao aeo eea ojea a oa aa o o o oaje e eo eea oea oo oee oaje o ae ee oja ooaa (Narayanan, 2001).

a ooa eaa ae oaja ae ooe aje. ae, a oae oea eoe oaje a oee ee eo. a oe oj ae oea a eo ooaaj aoa. ooe aje eaaj ae oje e oe oa ajo a oe oea oejae eoaaje oaje. a oe oo ae o o ooaaj aoa aae oaee a ajo oaje. a a o aea, oj a a oaje a oae ee eo (ajee 20 oa), aa ooe aje je ee oaea.

Ee ao oao oe. oaj ee ao oao. O ea eoaa oe ae . a a oe o oe oee , a, eoaa ea (. e ae ae), a aoe ea oe eae oee. a a ae o . oaj a a oe a a ae aajo a oa ao eea.

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aa ja je ee ao oao. ee oeao o ja a oo eoa oeje e aja a oao oje .

a eoa je e ee ao oao. Oa a a aea eoaa a oao . e oo a ee o oeje eo. Jaa oeja, ao e ooje, ao e ooje o , ea a oo oaa oo a eae a oa ao oo a oe ooe eaa ooe o ooa oj aj ee oaa a . ae oo e a aae oa a aa eaaj , oo aa ojeaa o oj eo ao ea oe a ee o.

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oe . ee oaja ( 42).

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42 eeo oe ee oaja ( Pokrajac, 1994: 59)

o oe eooa oaja a o aa a oja e oa aj o , oja je oo eaa o eoo oa, j. eoeo oo a oojee (Schumpeter, 1961). Oe ee oe eae ae a o eea, o a a oaje a eee eoeo aaea.

o oe, a aaje ao aao aa, oeo e eea, a ao-aae ao ao eoee ee, oje aaj a e oje oj o ee e e aaj a aao-aojo a ( 43).

43 eeo oe aaa oajaa e

( Pokrajac, 1994: 60)

aae . ea ej. a aoo a , eea oa . o ee oae j a ejaa oajaa, oe oa eea oja o ooje oao aaaj oojee eoe ooe ooaa.

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eaa aaja a ea ooje e o ajea a aa o oaoa . a ae e oaa eooje, oooa aaa aoj a aaj aj ea, e aaj aaje ajee a aa o eea a .

Oaa eae eje oaje oe oje aje oae, aje aa oae. Oaa eae aaje e oaje oe oje aje oae aje aa oae. oae je oeao a oao ooo oja e oao o oaoa eojo oe eoo eo ooje . oae je, e ae, oeao a oajo eoo oje oao oaj aaj e eeo eo a eoo oa oooa.

oo aoja je oe oe eoa . a oe aoja je, aa e eooja ea eoa o, eeo je ea eee a o oaoa e, o a oao. aa e ja aje a, aj e ajee a o oaoa oaj a oeoj o. , ea eea oja aj ooo ooaj jaj a oaoo oea. e, aj aaj eoo oea, oe eoa oe. oo aj, eea oja aj ooo o a o ae o oje oae a o eooj o a.

Ooa aa e a ee oaja oe o a o eea oaja. (oae), ooo oa eae eje, a oa aa eea. ae , ojo aoo oao oo oaoo oea. oaoa ao eea eaa ajaajj ao . (oae), ooo oa eae aaje, oo oaoo oea ea eea oja aaj aaj aj ea oe aao-aoj aoa aaj aaje eee oje oeaaj oae ao eea a , jaj a oaoo oea.

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2.5.

(Rothwell, 1994). , ( 44) . . , , , . , . a , . . .

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oa . , oe oa eea a . ooe oajaa (Chesbrough, 2006).

oe ee je aao o ooee oaje, ao o e oaa a eeaaj a ao a . . ( ), ( ) . , , . , , (, & , 2013).

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: , , .

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Ooea oaja eaa jaa eaa a oaje aae a eaoj eaj (a ooa oe) a oaje a eaoj eeaj, e oaja oaje aeo eja aa e a o o o eja oa aa je e o oejao oejaa eo e eja/oa. ooa ooee oaje oaj ej a ejaa, oa oj e e a a oaje.

ee o a oa ooee oaje :

eo aje a o a jea e oe a ao e "ooe oeaje", oa aaaa ao a ee aa/eeaa,

eaae a oa oe oee ea a oeae a ee ,

aje oojae oao aeja oe aeje o oea,

eae j. aae eeao ojo je o ao aaja ao e ooa eoa aaa eo, a e oo oe o a ae ae.

o oooa o ao aaja eaoa o je e aa . e ee oa ae e e , , ee eoo oe. e , , aajj aa

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oj o oeoa eea oj oja a oo ooja ooa; oe oo a, oo ejaoa a ooa a aae, a e ea oo oj o aa oo a e; ee eea oj aa e o aa ao; eoo oe oe a a oa eea oj.

oeo ea a ooe aoe oaj ao a e oe. , ea oaja oja o ooe oaje ajeoaje eje aoe oaje. ( 49).

49 ( Chesbrough, 2006: 46)

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. . , (Cvetanovi, Despotovi & Nedi, 2012). , . . , (start up) . , . , , (Smith, 2010).

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. (Cvetanovi, Despotovi & Mladenovi, 2012).

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50 ( Cvetanovi, Despotovi & Mladenovi, 2012: 151).

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(normal science crisis) per se .

, , (, 2010). , . , , .

oaja je oe, . ojaje e oeeo e ee oo e oo e e a ooaa. eoja eoee eoje oaja aa aoa eea ee e a ej a (a e oje) aj aej o oea eooe eoje a o ooe eoe oe e a o ooa oea. oe ee a aj , o a eaaj e aoe oaja. eooje ae oe ee oj oej a a ooe ao o e, j. o eoo ooa o .

oe aa o eooj, eae, a je oa a aa o eaa a a . , e:

Oea oe oj oej ao oo oo a oooa ao ja aaa eooje;

e ej oj e ooe oa o ea eooj, aoa a o o oj e oeje;

ea ea a , oj aj a aae ooaae ea ooe j ea a o oo o.

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ao a e ej ooao. ao, o o o ee ee aee o ee , o oj oaj oeja e ae a ja oaaja, oje aj ae e a. ea o oje oe, ao aeje oe e eae. oeo aje oaajo, aeje e a ae eoe a eaj oe. oao oe e oja oe eeje, e a eeae .

je oa ae a oje ooaaj a o ea o oj eo a . ao oao ee oe oo aaaj oe oa a a aae a ooo a aeje .

oaje, ea eooj eoj, ao aj ooje eooja. Oe oo oaaj oaa ooje eooja e eaj e oje o aa oojae, ajaj o eooj. e oaje aea oe eoo oe, a oa eooj oo a oee. Oaj aa aje a eo oaj je oaeo aaa eja oaje eae aoaa eoaa eoja. e a o oa oj aoa oj oaaj eoj eooje. a oejao eoja eooja a , oaj e ao ooa a ea ee oea oe eooje j. ea je ea; ae oa eooja a aj oa eaa je ee eooe eje oe ea ee oe eea, o oe aa ooo aoa a o oa.

aa e oaja oo a , ea oea a ea ao ae ooaaj ae o eoojaa a aae a oaj e, a aa oe eo oaja. aea je a o a oea a ea oj oej oeee ee, o ea oje aae e . Oo oo-ea e oea aje eooje oe eoje, oee, oe ae eoo.

ea eooa oaja eee ooe oe o e a eje aaa oa, ao oee e

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ea a oe aae, oeae oo, aaa oa. O oaaj aj aj a oo e o oa o oaj aj eej ae oa. a oj oe oaje eooje a ajaj e, ee a aj aaj ae eae eooje ajaj oj ooaaj oao. oe eeje, ae ooe j a eaaa a ooo ea.

o oo oo eo, oee a ooo oeaa a e oaaj aej oooo. ao o aoo ea eaeea, o aa ae aeje, oje o aoae ao e, aa, ao ee.

a oje a oa aej, o je, aej oejao eo oa, aoao a oe o ooa oea. ea aja eae aeje. aaj ee, o oeeo oe oaje. ee, ae eoe a ao oa oj eo a ejaoa a, ooaaj oe ejaj e a oeee ooe ojee eee a.

ao o oa aeja, ae eae aeje j eae oj aoj o ae oaja a ae ae ao ee, ao o ae eea ooo . aeje aoa eea eo oae; oe oaaj a ae oj eo aoe a oe jee ao oe ee o eaa, ajoe aj o ee oaaaj a oee eooja oje e o e j.

-. , , . . ( 51). - , , (Perez & Soete, 1988).

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51 ( Cvetanovi, Despotovi & Mladenovi, 2012)

, , . , (, 2010).

2.7.

, . , , (Drucker, 1991). .

(Narayanan, 2001). , , . (, 1997)

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, (Atkison, et al. 2010). . , . 60 . , (Carlson & Wilmot, 2006).

. ea, oeo ajee e oeaa a aae aea e a oeeo . oeo eoaa oojae a eaa oja a ea ee oejaaj ooa, a . (Dragievi, 2012).. , .

ajeeeaje , oeo je oa eo aaa oe. oe aa eo a aja oaaea: oae eo oaja a , ao , eae oa, ao oja aoe, eja, oo, aja .

oeo a o a aoa. ajeeeaje , oe je e aoe aa a oe (aoeooo aae, aa, ja eo, aa eaa, oao e, oaoa oa .) ae (eaee ooo, e, oo, oao, oao, ae).

eae o aaae ooje ooa, a a ee oea aa, ao o aojo ea, je oo a aa oee eo aa oa ooaa. oe oeo aje eo e ee a ojo e oe eaoa eea aeja oea. Oa je o a ajeje oeaa a aoje eo , eae o ooa, , ao o eoo oea. ooaj eaje oaae ooje ea

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oeeje / eae oe eo a ee oo o aoa.

ooo eaa oaa jea o ajaj aoa aa aoja eea. ooaaj oo ooa ooje oo o ooa a eoa a ee oa oo oea, eaoao o aa oooee eo, ao eao aaoaa e ae ae. oje e je a oaj a e a oe oo o oee eo. eo, oj e ajee oea eoo oaja, je o oa aa ajej eea oa eajaa. eae o aaae ooje ooa a a ee oea aa, ao o aojo ea, je oo a aa oee eo eooj aa.

eooj aa, ea e a aa eo. oeo e e a o aa a oj , oaj oejaj oj know-how (OECD, 2001). : , , .

O oeo aaja a aae oee eo oaje aoae a a. Oe oaje e aa e aaj a jeo, e a oaj a a aa, e e e aa ae eooe oe. eoaa e a oae a ooae aeje oje eea. Eea je aaja ao e oajaa aoa a a aa oo e (, 2000).

oao ea oo oeo, a oa oea eo e oa. oo jee aaja a je e oo ej eo eo, e e e oje eeoo eoo aea. oaa ooo eaa e aj eea ee e eao. . , , , , (Sirkin, et al. 2008).

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aj oaja a oao a je ao o oa, a e a o oaj oea oaj ooa. oaje ooa eaaj o aooea oea ooaa ej a aa oaj ea. oo, oaje oea ej a oo . , oaje ooa ej a a oa a a eaa oa, a oaje oea a a aea ooa ooe (, 1997).

aee aj e ajao oj ooe eee eee oaoj oaj eooe aeje . Eea aa aa (ea) a aajo e ooa e ooa a . ee eoo oaja oe a e oa eea ea a a oo a ea a , a o oo a oao oeee a e oao. a oeaa ea e o aje o ao o eaj ooje oe ojaj e o. oje eooo a aae aoj oaj o oeaa a oao o ao oeeo eoa aaoae, e oe ooo eaj a eo a.

oaja a a oeo oaea oaae oo a oao, a e eeje eaje aaa oeo oo eeaa, oea, ea aooaa. oaje ooj ee a oee oe eo a aa: 1. aae o ooa oe oea; 2. eae aa aa ooje oaa oeje; 3. oaae ooje ooa (Narayanan, 2001).

aae o ooa. eea e eo ae oo ee aaa, e e aa a a oo oe ooe. oo o ooa e ojao ao oea e ooo oje oa eea oa aa ooa ea a e.

eae aa oeje ooje oaa. eea aoe oe oaje ao oea aa oeje ooje oe oea. a ajea, ooa ooaa oao je oa a , a oe oaja ooa oajaa aaa eo, eea o e o oj a oo a oje oee.

oaae ooje ooa. Oa oja je oaje oea oaje ooa. oaja ooa oe eaa ooae aaea ooa ooae aaa o

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ooa o ae aa. oaje oea o eae a ooae oea ooe a oee aj o oa. Oe oe oje ojeae ea ooa oee oje eea o ooje oe oea.

ee e oaja oee eo ae, j. eaj e eeo. Oa ao aa je oeaa oe oea eojo eea.

oo oe oea aaje aa oaje aaj oe ooe, a oo eea, ao oa o aaa eea oea, oo o je oj oej eoo aoj.

ooj eoa ea e oa ea a oaje, oo ooa aeja eea. aa e oa ea oo o, oaje eaa aaja o oee eo a eea. e, a e oeja oa ea a oaje oo oo, ea a ooj a ea e oa oa ea a oo aej. ooje e aoa a oaae ea:

oaje eo a oe oj eea. Oe o o aaja a e eea oe oea. o aoa oeae eo aja a oaae oee eo eo je a a e a .

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