Ocjena razine kvalitete usluge u internet trgovini primjenom metodologije šest sigma

master's thesis

• Title (english): The Assessment of the Quality Service Level in Web Shop by Applying Six Sigma Metodology
• Author: Igor Štimac
• Mentor: Diana Božić (mentor)
• Committee member: Kristijan Rogić (predsjednik povjerenstva)
• Committee member: Ivona Bajor (član povjerenstva)
• Committee member: Natalija Kavran (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; (Division of Intelligent Transport Systems and Logistics); (Department of Transport Logistics); Zagreb
• Defense date and country: 2016-09-27, 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: e-trgovina; logistika internet trgovine; šest sigma metodologija; DMAIC
• Keywords (english): e-commerce; e-commerce logistic; six sigma methodology; DMAIC
• Language: croatian
• URN:NBN: urn:nbn:hr:119:107046
• Study programme: Title: 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 resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2016-10-11 10:16:07