Continuous monitoring of the process and the pursuit of optimization is crucial in today's daily change in the dynamics of work. The aim of the final work is to evaluate the current state of business of the public transport company Pulapromet d.o.o. by creating a business model and optimizing it. The purpose of this paper is to show possible changes in the process and what benefits or improvements or savings they bring. This is manifested through a number of factors such as technology, information technology, economy, etc. Continuous improvement is the key to success in a competitive environment, and all employees are the ones who must strive daily to innovate in processes and ways to use resources more efficiently and effectively. Accordingly, the business system of performing public transport services is the topic of monitoring and optimization, in order to perform the daily tasks and obligations involved in a given process as simply, as quickly as possible and as cheaply as possible. The paper tries to show the complexity of the implementation of continuous improvement in the company for transport services and what benefits it represents on the example from practice. Process recording in the company generated a process model and a bottleneck problem was defined in one of the departments, and the two offered solutions also confirm the work hypothesis. The graphical and comparative method shows the current state of the basic process, ie the provision of transport services. The descriptive method describes the facts as well as the previous theoretical knowledge about continuous improvement. Methods of analysis and synthesis are interconnected parts due to the complexity of the topic.