Zhodnocení řízení procesů v kontextu komplexního managementu kvality městského úřadu

Abstract

The diploma thesis is focused on the issue of evaluating the state of process management in the conditions of the Municipal Office of Bílovec in the context of comprehensive quality management. The Six Sigma method was chosen to evaluate the state of process management. A total of three selected processes taking place in 2019 were evaluated using this method. The values of the number of discrepancies per million opportunities (DPMO) were used to calculate the efficiency of the process and these were subsequently converted to a sigma value by a conversion table. The fulfillment of the goal was supported by two hypotheses. The hypothesis concerning the measurement of the H1 process has not been confirmed. Hypothesis H2 to achieve the minimum value of Six Sigma was confirmed in only two processes.