master's thesis
The Assessment of the Quality Service Level in Web Shop by Applying Six Sigma Metodology

Igor Štimac (2016)
Sveučilište u Zagrebu
Fakultet prometnih znanosti
Inteligentni transportni sustavi i logistika
Zavod za transportnu logistiku
Metadata
TitleOcjena razine kvalitete usluge u internet trgovini primjenom metodologije šest sigma
AuthorIgor Štimac
Mentor(s)Diana Božić (thesis advisor)
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.
Keywordse-commerce e-commerce logistic six sigma methodology DMAIC
Parallel title (English)The Assessment of the Quality Service Level in Web Shop by Applying Six Sigma Metodology
Committee MembersDiana Božić (committee chairperson)
Kristijan Rogić (committee member)
Ivona Bajor (committee member)
Natalija Kavran (committee member)
GranterSveučilište u Zagrebu
Fakultet prometnih znanosti
Lower level organizational unitsInteligentni transportni sustavi i logistika
Zavod za transportnu logistiku
PlaceZagreb
StateCroatia
Scientific field, discipline, subdisciplineTECHNICAL SCIENCES
Traffic and Transport Technology
Intelligent Transport Systems and Logistics
Study programme typeuniversity
Study levelgraduate
Study programmeIntelligent Transport Systems and Logistics
Academic title abbreviationmag. ing. traff.
Genremaster's thesis
Language Croatian
Defense date2016-09-27
Parallel 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.
Parallel keywords (Croatian)e-trgovina logistika internet trgovine šest sigma metodologija DMAIC
Resource typetext
Access conditionOpen access
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:119:107046
CommitterMojca Brenko-Puzak