Analiza razine kvalitete usluga u zračnom prometu primjenom metodologije Šest sigma

master's thesis

• Title (english): Analysis of the Quality Service Level in Air Transportation by Six Sigma Methodology
• Author: Lana Vidaković
• Mentor: Diana Božić (mentor)
• Committee member: Biljana Juričić (predsjednik povjerenstva)
• Committee member: Anita Domitrović (član povjerenstva)
• Committee member: Ernest Bazijanac (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; (Division of Aeronautics); (Department of Aeronautics); Zagreb
• Defense date and country: 2017-03-07, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology; Air Traffic

Abstract

Razina kvalitete usluga u zračnom prometu smatra se ključnom za napredovanje zrakoplovnih tvrtki na tržištu. Jedan od načina podizanja razine kvalitete usluga u zračnom prometu je primjena metode Šest Sigma. Šest Sigma se realizira svojim dvjema metodama DMAIC (Define, Measure, Analyze, Improve, Control) i DMADV (Define, Measure, Analyze, Design, Verify). DMAIC metoda se koristi za poboljšanja postojećih usluga i upotrijebit će se za analizu procesa odabrane usluge u zračnom prometu u Republici Hrvatskoj. Sustav zračnog prometa sastavljen je od brojnih povezanih usluga i procesa, a usluge pružene isključivo korisnicima od strane pružatelja usluga u Republici Hrvatskoj predstavljaju krajnji rezultat. Zadovoljstvo korisnika pruženim uslugama određuje opću razinu kvalitete usluga i samim time utječe na plasman zrakoplovnih tvrtki na tržištu. Prikupljenim podatcima kroz provedeno istraživanje o uslugama u zračnom prometu, cilj je analizirati status procesa odabrane usluge, odnosno odrediti razinu njegove centriranosti, željenu razinu kvalitete i definirati mogućnosti poboljšanja razine kvalitete za odabranu uslugu.

Abstract (english)

The level of quality of air traffic services is considered crucial for the advancement of air traffic companies on the market. One way of raising the quality of air traffic services is the application of Six Sigma method. Six Sigma is being implemented by its two methods, DMAIC (Define, Measure, Analyze, Improve, Control) and DMADV (Define, Measure, Analyze, Design, Verify). DMAIC method is used to improve existing processes and it will be used to analyze processes in selected service in air traffic in Republic of Croatia. The air traffic system is composed of many related services and processes, but only a final product is provided exclusively to users of air traffic services. Their satisfaction with quality level of provided services in air traffic determines the general level of quality and thus affects the placement of air traffic companies on the market. Within collected and realistic data, the objective is to analyze the status of the selected service, to determine the level of its alignment process, the desired level of quality and to define possible improvements.

• Keywords: usluge u zračnom prometu; razina kvalitete; šest sigma; centriranost procesa usluge; poboljšanja
• Keywords (english): air traffic services; quality level; six sigma; improvements
• Language: croatian
• URN:NBN: urn:nbn:hr:119:481366
• Study programme: Title: Aeronautics; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra inženjer/inženjerka aeronautike (magistar/magistra inženjer/inženjerka aeronautike)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2017-03-07 14:49:10