Analiza normi financijskih usluga poštanskog operatora

master's thesis

• Title (english): Analysis of Postal Operator Norms for Financial Services
• Author: Ivana Čičković
• Mentor: Tomislav Kljak (mentor)
• Committee member: Zvonko Kavran (predsjednik povjerenstva)
• Committee member: Jasna Blašković Zavada (član povjerenstva)
• Committee member: Mihaela Bukljaš Skočibušić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; (Division of Transport); (Department of Postal Transport); Zagreb
• Defense date and country: 2016-09-27, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology; Postal and Telecommunications Traffic

Abstract

U ovome radu prikazano je izvođenje mjerenja usvojenosti norme na temelju metode verifikacije usvojenosti norme. Mjerenje usvojenosti norme provodi se u Hrvatskoj pošti d.d. i to u pet područnih ureda Hrvatske pošte d.d. u gradu Zagrebu. Mjerenje se provodi za tri platno-financijske usluge: Uvid u stanje računa HPB klijenta, HUB uplate-neugovorne-ručni unos i HUB uplate-neugovorne-bar code. Metoda verifikacije usvojenosti norme temelji se na statističko-matematičkoj metodi Metoda trenutačnih zapažanja MTZ. MTZ metoda nalaže predradnje kao što su priprema za snimanje koja završava izradom snimačkog listića koji sadrži sve potrebne elemente snimanja usvojenosti norme. Za potrebe ovog rada izrađena su tri snimačka listića, za svaku platno-financijsku uslugu zasebno. Analiza podataka sa snimačkih listića u ovome radu pokazala je da određene metode zadovoljavaju u potpunosti vrijednost norme u svim poštanskim uredima Hrvatske pošte d.d, dok određene ne zadovoljavaju u određenim poštanskim uredima.

Abstract (english)

This paper shows usage of norm verification method in purpose of norm adoption measurement. Norm adoption measurement was carried out in Hrvatska pošta d.d, specificly in five regional postal offices of Hrvatska pošta d.d in Zagreb. The measurement was made for three financial services: View only account of HPB client, HUB-non-contractual payments-hand input and HUB payment-non-contractual bar code. The method of norm adoption verification is based on statistical-mathematical method under the name Method of current observations or shortcuted MTZ. MTZ method requires preliminary work such as preparing for the shooting, which ends with shooting paper creation where each shooting paper contains all the necessary elements required by norm adoption measurement. For the purpos of this paper, there were three shooting papers made, for each financial service separately. Analysis of data from shooting papers has shown that certain services of Hrvatska pošta d.d fully meet the value of the norm specified for this service in all postal offices of Hrvatska pošta d.d, while some services do not meet the specified norm value for this service in some postal offices.

• Keywords: analiza norme; financijske usluge; MTZ; vrijednost norme; metoda verifikacije norme; Hrvatska pošta d.d; platni promet
• Keywords (english): norm analysis; financial services; MTZ; norm value; norm adoption method; Hrvatska pošta d.d; canvas traffic
• Language: croatian
• URN:NBN: urn:nbn:hr:119:149791
• Study programme: Title: Traffic and Transport; specializations in: Road Traffic and Transport, Railway Traffic and Transport, Water Traffic and Transport, Air Traffic and Transport, Postal Traffic, Information and Communication Traffic, Urban Traffic and Transport; Course: Postal Traffic; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra inženjer/inženjerka prometa (magistar/magistra inženjer/inženjerka prometa)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2016-09-28 10:22:17