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Customer service improvement
Deml, Kamil ; Halva, Martin (referee) ; Fiala, Alois (advisor)
Diploma thesis put mind to improve of a customer service in a company that offers some financial service. Service means international money transfer in this case. To analyze the whole processes in the company, methods Six Sigma is used together with knowledge of other modern methods of quality and of operation management. The Six Sigma method is only used for the analyses of the procedures and not for an implementation it in the company.
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Possibilities of Using the Six Sigma Method in a Company
Kukla, Jakub ; Fejfarová, Martina (advisor) ; Huml, Jan (referee)
Nowadays, business philosophy or methodology called Six Sigma is considered to be one of the leading tools of quality management. This bachelor thesis is focused on the description and practical demonstration of this methodology. Theoretical part of this thesis describes three different approaches to this methodology which can be understood as a tool of defects measurement, management system or methodology of continual improvement. The essential factor of Six Sigma philosophy is teamwork. This bachelor thesis concisely describes the main roles of the team members and their responsibilities. The key element of this thesis is the description of DMAIC model and its phases, outputs and tools used. Besides this, basic information about DMADV model which is used to design new processes can be found here. The practical part of this thesis describes the implementation of e-shop conversion rate increase project in the company Delmas s.r.o. The data on which the project is based are collected through quantitative and qualitative analysis, interview and company documentation analysis. Using the model DMAIC the data are transformed into the solution which is tested and implemented afterwards. The final part of this thesis summarizes the results of this project, its economical impact and future recommendations.
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Customer service improvement
Deml, Kamil ; Halva, Martin (referee) ; Fiala, Alois (advisor)
Diploma thesis put mind to improve of a customer service in a company that offers some financial service. Service means international money transfer in this case. To analyze the whole processes in the company, methods Six Sigma is used together with knowledge of other modern methods of quality and of operation management. The Six Sigma method is only used for the analyses of the procedures and not for an implementation it in the company.
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Procesní management operačních sálů
Váhalová, Barbora
This diploma thesis deals with optimization of processes in operating theaters in the regional hospital. The largest consumption is in the operating theatre. It is a place where you meet all kinds of costs and where you find the biggest wasting of sources. The aim of the thesis is optimization of key processes taking place in operating theaters in healthcare institute. Optimization of these processes will enable more efficient, thus providing a management of healthcare institute tool for management. Process analysis will be performed using suitable models and methods of Lean Six Sigma.
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Application of the process analysis in quality assurance and software testing
Popelka, Vladimír ; Oškrdal, Václav (advisor) ; Chromek, Ondřej (referee)
This thesis deals with questions regarding quality assurance and software testing. The subject of its theoretical part is the specification of the general concept of quality, description of standards used in the field of software product quality evaluation and finally the evaluation of software development process itself. The thesis intends to introduce the theoretical framework of software quality assurance, especially the detailed analysis of the whole software testing branch. An added value to the theoretical part constitutes the characterization of procedural approach and selected methods used towards the improvement of processes. The practical part of the thesis comprises of the exemplification -- it shows the procedural approach at software quality management, applied to a selected IT company. The main aim of the practical part is to create a purposeful project for optimization of quality assurance and software testing processes. The core of the matter is to accomplish the process analysis of the present condition of software testing methodology. For the purpose of process analysis and optimization project, the models of key processes will be created; these processes will then be depicted based on defined pattern. The description of the state-of-the-art of software product quality assurance processes is further supplemented by the evaluation of such processes maturity. The project for optimization of software testing and quality assurance processes comes from the process analysis of the present condition of software testing methodology, as well as from the evaluation of procedural models maturity. The essence of processes optimization is the incorporation of change requests and innovative intentions of individual processes into the resulting state of methodology draft. For the measurement of selected quality assurance and software testing processes, the configuration of efficiency indicators and their application on particular processes is implemented. The research on the of the state-of-the-art, as well as the elaboration of this whole project for optimization of software testing and quality assurance processes runs in conformity with the principles of DMAIC model of Six Sigma method.
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