Primjena metode analize utjecaja i posljedica pogrešaka na primjeru poštanskih i kurirskih djelatnosti

master's thesis

• Title (english): Application of the failure mode and effects analysis - case study on postal and courier services
• Author: Marija Roždijevac
• Mentor: Ines Dužević (mentor); MBZ: 316242
• Committee member: Tomislav Baković (predsjednik povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Trade and International Business); Zagreb
• Defense date and country: 2021-09-22, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Trade and Tourism

Abstract

Kvaliteta i upravljanje kvalitetom je postalo među važnijim čimbenicima u poslovanju. Kvaliteta se može razmatrati kao odraz zadovoljstva kupca. Iako ni danas, uz sve raspoložive mogućnosti, mnoga poduzeća nemaju implementirano upravljanje kvalitetom u svoje poslovne aktivnosti, ono igra ključnu ulogu u kreiranju poslovnih ciljeva i mogućih ostvarenih profita. Pružanje poštanskih i kurirskih usluga ubrajamo u domenu poslovanja gdje se usluge ne mogu opipati i sačuvati, stoga se njihova vrijednost može očitovati upravo kroz zadovoljstvo kupca, odnosno, je li kupac zadovoljan kvalitetom pružene mu usluge. Primjena Metode analize utjecaja i posljedica pogrešaka (FMEA metode) u pružanju usluga omogućuje otkrivanje i identificiranje mogućih pogrešaka, utvrđivanje njihovih uzoraka te poduzimanje korektivnih radnji kako bi se problem umanjio ili u potpunosti uklonio. Analizom utjecaja i posljedica pogrešaka na konkretnom primjeru približit ćemo implementaciju FMEA metode te izazove i prilike koji se vezuju uz njenu primjenu.

Abstract (english)

Quality and quality management have become some of the most important factors in business. The quality or non-quality is a reflection of customer satisfaction. Even today, with all possibilities, many companies have not implemented quality management in their business activities. Stil lit has critical role in setting business objectives and profit making. The provision of postal and courier services is part of the business services that are intangible and non storable, so its value can be manifested only through customer satisfaction ie whether the customer is satisfied with the quality of service provided.
The application of the FMEA method in the services enables the detection and identification of possible errors, the determination of their patterns, and taking of corrective actions in order to reduce or completely eliminate the problem. By analyzing the impact and consequences of errors, we will present the implementation of the FMEA method and the challenges and opportunities associated with its application.

• Keywords: kvaliteta; upravljanje kvalitetom; načela kvalitete; alati upravljanja kvalitetom; FMEA metoda
• Keywords (english): quality; quality management; quality principles; quality tools; FMEA method
• Language: croatian
• URN:NBN: urn:nbn:hr:148:209403
• Study programme: Title: Business Economics; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2021-09-23 07:50:17