PROCEDURE TO IMPROVE THE DELIVERY SERVICE IN DHL EXPRESS COMPANY BELONGING TO POST CIENFUEGOS
| Autor: | Delgado Alvares, Noemí, Martínez Curbelo, Gretel, Covas Varela, Daylí |
|---|---|
| Jazyk: | English<br />Spanish; Castilian |
| Rok vydání: | 2015 |
| Předmět: | |
| Zdroj: | Visión de Futuro, Vol 19, Iss 1 (2015) |
| Druh dokumentu: | article |
| ISSN: | 1669-7634 1668-8708 |
| Popis: | The present article shows the main results of a research aimed to improve the DHL Express delivery service. A procedure, which includes the identification of issues that affect client satisfaction, selection of root causes of the problems detected and continuous improvement in the delivery service was designed. Some Quality Management tools are proposed to carry on with the research such as: stratification, verification sheet, brain storm. 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. |
| Databáze: | Directory of Open Access Journals |
| Externí odkaz: |
|