Procedure to improve service delivery DHL courier express company belonging to the Cienfuegos post office
Keywords:
Customer; Process improvement; Procedure; Shipping serviceAbstract
The present article shows the main results of a research aimed to improve the DHL Express delivery service. A procedure designed for this purpose, which includes among its main steps the identification to the moments that affect customer satisfaction, selection of root causes and the continuous improvement of them. Some Quality Management tools are proposed to carry on with the research such as: stratification, verification sheet, brain storming. All analyses are sustained by processes approach. The identification of client dissatisfaction, the improvements related to the vehicle routing activity and the information treatment to respond to the clients during service process are the main results obtained in the research.
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Copyright (c) 2014 Noemí Delgado Alvares, Gretel Martínez Curbelo, Daylí Covas Varela
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