Abstract
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.
Highlights
In recent years, the express delivery industry in accordance with the structure to promote the supply side of the main line of reform, adhere to innovation and lead, adhere to the people's livelihood, take the initiative to adapt to the new economic development, to achieve sustained and rapid development
This paper based on the analysis of Six Sigma Define Measure Analyze Improve Control (DMAIC) process, using the case study method, selection of improved tools in the application of lean and six sigma enterprise, put forward the improvement strategies and control methods of the whole process corresponding to the use of Six Sigma improvement Chinese courier companies to provide guidance
Customer satisfaction as the highest standards, focusing on the introduction of new management ideas and management technology company, so they used the Six Sigma of DMAIC method to solve the problem of express service quality
Summary
The express delivery industry in accordance with the structure to promote the supply side of the main line of reform, adhere to innovation and lead, adhere to the people's livelihood, take the initiative to adapt to the new economic development, to achieve sustained and rapid development. Based on the above study, using the evaluation model and fuzzy theory to analyze the influence factors of express service quality too numerous to mention, scholars have done a lot of research, have recognized the importance of improving the quality of service delivery, but there is still a need to add one place, in terms of research subjects, most research has been for a courier companies several aspects of research, less on the overall process improvement of express service quality, so as to study about how to improve the quality of service delivery process and is not comprehensive enough, second, in terms of research methods, in the existing literature by establishing mathematical model and statistical analysis, and the typical case study of express enterprises in the application of Six Sigma less. This paper based on the analysis of Six Sigma Define Measure Analyze Improve Control (DMAIC) process, using the case study method, selection of improved tools in the application of lean and six sigma enterprise, put forward the improvement strategies and control methods of the whole process corresponding to the use of Six Sigma improvement Chinese courier companies to provide guidance
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