Procesní analýza s prvky přístupu Six Sigma

Abstract

The Diploma thesis presents process analysis of business process Inside Sales of the Sales Department of the company DSV Road a.s. The main object of Inside Sales is a quotation of transportation services as requested by the customer. The purpose of the process analysis is to define the process and assess the current perception of quality by the customers of the company. Then try to find ways for the improvement process based on detected facts. Process analysis is guided by steps of DMAIC, which is based on Six Sigma methodology. There are used the process diagrams in defining the inside sales process Statistical tools are primarily used in the analytical section. The results of the analysis process are processed and areas for improvement are proposed to improve the process of Inside Sales. The last part of the thesis recommend controlling activities for proposed areas improvement.