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master's thesis
Ocjena razine kvalitete usluge u internet trgovini primjenom metodologije šest sigma
Zagreb: University of Zagreb, Faculty of Transport and Traffic Sciences, 2016. urn:nbn:hr:119:107046
Štimac, Igor
University of Zagreb
Faculty of Transport and Traffic Sciences
Division of Intelligent Transport Systems and Logistics
Department of Transport Logistics

Institutional repository: Faculty of Transport and Traffic Sciences

Cite this document

Štimac, I. (2016). Ocjena razine kvalitete usluge u internet trgovini primjenom metodologije šest sigma (Master's thesis). Zagreb: University of Zagreb, Faculty of Transport and Traffic Sciences. Retrieved from https://urn.nsk.hr/urn:nbn:hr:119:107046

Štimac, Igor. "Ocjena razine kvalitete usluge u internet trgovini primjenom metodologije šest sigma." Master's thesis, University of Zagreb, Faculty of Transport and Traffic Sciences, 2016. https://urn.nsk.hr/urn:nbn:hr:119:107046

Štimac, Igor. "Ocjena razine kvalitete usluge u internet trgovini primjenom metodologije šest sigma." Master's thesis, University of Zagreb, Faculty of Transport and Traffic Sciences, 2016. https://urn.nsk.hr/urn:nbn:hr:119:107046

Štimac, I. (2016). 'Ocjena razine kvalitete usluge u internet trgovini primjenom metodologije šest sigma', Master's thesis, University of Zagreb, Faculty of Transport and Traffic Sciences, accessed 25 June 2024, https://urn.nsk.hr/urn:nbn:hr:119:107046

Štimac I. Ocjena razine kvalitete usluge u internet trgovini primjenom metodologije šest sigma [Master's thesis]. Zagreb: University of Zagreb, Faculty of Transport and Traffic Sciences; 2016 [cited 2024 June 25] Available at: https://urn.nsk.hr/urn:nbn:hr:119:107046

I. Štimac, "Ocjena razine kvalitete usluge u internet trgovini primjenom metodologije šest sigma", Master's thesis, University of Zagreb, Faculty of Transport and Traffic Sciences, Zagreb, 2016. Available at: https://urn.nsk.hr/urn:nbn:hr:119:107046

Metadata
TitleOcjena razine kvalitete usluge u internet trgovini primjenom metodologije šest sigma
Title (english)The Assessment of the Quality Service Level in Web Shop by Applying Six Sigma Metodology
AuthorIgor Štimac
MentorDiana Božić (mentor)
Committee memberKristijan Rogić (predsjednik povjerenstva)
Committee memberIvona Bajor (član povjerenstva)
Committee memberNatalija Kavran (član povjerenstva)
GranterUniversity of Zagreb
Faculty of Transport and Traffic Sciences
(Division of Intelligent Transport Systems and Logistics)
(Department of Transport Logistics)
Zagreb
Defense date and country2016-09-27, Croatia
Scientific / art field,
discipline and subdiscipline		TECHNICAL SCIENCES
Traffic and Transport Technology
Intelligent Transport Systems and Logistics
Abstract
Internet trgovina, kao sastavni dio elektroničkog poslovanja, omogućuje internet posjetitelju (kupcu) naručivanje proizvoda putem interneta i kao takva postaje sve češći oblik prodaje robe potrebne za svakodnevni život. Ona je karakterizirana velikim volumenom transakcija, brzinom isporuke, širokim asortimanom proizvoda i velikim brojem pojedinačnih narudžbi niske vrijednosti. Logistika e-trgovine pri ciklusu narudžbe obuhvaća obradu narudžbe, upravljanje zalihama, izvršavanje narudžbe, dostavu, praćenje narudžbe, plaćanja, sigurnost transakcije, kašnjenje, otkazivanje ili zamjenu narudžbe te povrat proizvoda. Kako bi sam proces isporuke narudžbe tekao nesmetano potrebno je osigurati informacijski sustav koji će podržati veliki volumen transakcija i osigurati efikasnost procesa. Dugotrajni i zamršeni procesi mogu dovesti ne samo do velikih troškova poslovanja već i do smanjenja kvalitete završnih proizvoda. Za poboljšanje organizacijske strukture procesa unutar kompanije potrebno je smanjiti broj varijacija unutar procesa da bi predvidljivost procesa mogla biti bolja. Šest sigma metodologija uključuje upotrebu DMAIC ciklusa (definiranje,mjerenje, analiza, poboljšanje i kontrola) kojim se pokušavaju pronaći i ukloniti uzroci varijacija u procesima, kao i razviti alternative koji će dovesti do smanjenja varijacija.
Abstract (english)
E-commerce, as a part of e-business, provides an Internet user (customer) ordering some products by Internet and in that way becomes more frequent type of usual product selling. It is characterized with large volume of transactions, fast delivery, wide range of products and large number of orders with low value. E-commerce logistic in an order cycle includes order processing, inventory management, order execution, shipping, tracking and tracing, payments, transaction security, order postponement, cancellation and substitutions and reverse material flow. For the good and quality process of delivering orders it is important to ensure the quality information system which will support large number of transaction and insure process efficiency. Long and intricate processes can lead, not only to large operating costs, but also to a reduction in the quality of the final product. To improve the organizational structure of the process within the company, it is necessary to reduce the number of variations in the process in order to improve the predictability of the process. Six sigma methodology involves the use of DMAIC method (define, measure, analyze, improve and control), in order to find and remove the causes of variation in processes, as well as to develop alternatives that will lead to a reduction of variations.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:119:107046
Study programmeTitle: Intelligent Transport Systems and Logistics
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra inženjer/inženjerka prometa (magistar/magistra inženjer/inženjerka prometa)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2016-10-11 10:16:07