Research on the Improvement Strategy of Express Service Quality Based on Six Sigma Method
American Journal of Theoretical and Applied Business
Volume 4, Issue 1, March 2018, Pages: 27-36
Received: Mar. 14, 2018;
Accepted: Mar. 29, 2018;
Published: May 7, 2018
Views 1253 Downloads 68
Mengxiong Cheng, Department of Logistics Engineering, Beijing Wuzi University, Beijing, China
The promotion of service quality is an important way to increase the popularity of consumers, enhance the competitiveness of enterprises, improve customer loyalty and support the development of e-commerce. It is also the most important issue for current express delivery enterprises and it needs to be solved. Based on the DMAIC analysis process of Six Sigma, this paper selects some enterprises which apply ideas of Lean Production principles and Six Sigma to improve tools by the case study method. This paper aims to provide corresponding improvement strategies, the control methods of overall process and some guidance for China express delivery enterprises which make use of the Six Sigma method. The improvement strategy is to formulate the solution to the express surge; improve the cooperation mechanism of land and air transport; Enhance staff service quality awareness; optimize the workplace environment; accelerating the transformation and upgrading of infrastructure; improve the overall service quality level of the enterprise; the whole process control method is to re-measure the system analysis; re-evaluate the process capability of the focus process; Develop and strictly implement process control plan.
Research on the Improvement Strategy of Express Service Quality Based on Six Sigma Method, American Journal of Theoretical and Applied Business.
Vol. 4, No. 1,
2018, pp. 27-36.
Copyright © 2018 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/
) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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