Research on the Improvement Strategy of Express Service Quality Based on Six Sigma Method

Mengxiong Cheng

doi:doi:10.11648/j.ajtab.20180401.14

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Research on the Improvement Strategy of Express Service Quality Based on Six Sigma Method

Mengxiong Cheng

Published in American Journal of Theoretical and Applied Business (Volume 4, Issue 1)

Received: 14 March 2018 Accepted: 29 March 2018 Published: 7 May 2018

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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.

Published in	American Journal of Theoretical and Applied Business (Volume 4, Issue 1)
DOI	10.11648/j.ajtab.20180401.14
Page(s)	27-36
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2018. Published by Science Publishing Group

Keywords

Six Sigma, DMAIC, Express Delivery Enterprises

References

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[2]	Yuan Jun. S express delivery service quality improvement [J]. Logistics Engineering and Management, 2015, (6): 124-125.
[3]	Yu baoqin. Based on the two-phase QFD method of express service quality improvement [J]. Statistics and Decision, 2013, (8): 39-41.
[4]	Wang Hongwei. Evaluation of express service quality based on online review sentiment analysis [J]. Journal of Beijing University of Technology, 2017, (3): 402-412.
[5]	Meng Qingliang. Integrated Kano model and IPA analysis method for express service quality detection [J]. Industrial Engineering and Management, 2014, (2): 75-80.
[6]	Cao Xia. Research on the quality evaluation system of online shopping express service based on SERVQUAL model [J]. Railway Transportation and Economics, 2015, (8): 93-98.
[7]	Philip Crosby. Cut the cost of quality [M]. Beijing: Renmin University of China press, 2006.
[8]	Syed, Akib, Anwar, Hridoy. Localized twitter mining using sentiment analysis [J]. Springer Berlin Heidelberg, 2015, 2 (8): 1-19.
[9]	Lei Minglong. Research on shopping behavior based on alibaba's big data [J]. Internet of Things Technology, 2016, (5): 57-60.
[10]	Yang Kai. Research on the staffing model of picking centers under the fluctuation of express quantity [D]. Dalian University of Technology, 2013.
[11]	Sun Guang. Study on methods of improving the effectiveness of 6S management in logistics warehousing enterprises [J]. Logistics Engineering and Management, 2010, (12): 35-37.
[12]	Le Xiongping. Based on 5M1E analysis to improve the quality of logistics in the logistics industry [J]. Railway Transport and Economy, 2016, (8): 66-70.
[13]	Sun Mengjie. B2C Analysis of the feasibility of logistics unified delivery model under electronic commerce [J]. Logistics Engineering and Management, 2012, (12): 16-18.
[14]	Zhang Yang. Quality improvement of electricity supplier logistics service based on Six Sigma [J]. Logistics Engineering and Management, 2016, (2): 25-27.

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Mengxiong Cheng. (2018). Research on the Improvement Strategy of Express Service Quality Based on Six Sigma Method. American Journal of Theoretical and Applied Business, 4(1), 27-36. https://doi.org/10.11648/j.ajtab.20180401.14

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ACS Style

Mengxiong Cheng. Research on the Improvement Strategy of Express Service Quality Based on Six Sigma Method. Am. J. Theor. Appl. Bus. 2018, 4(1), 27-36. doi: 10.11648/j.ajtab.20180401.14

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AMA Style

Mengxiong Cheng. Research on the Improvement Strategy of Express Service Quality Based on Six Sigma Method. Am J Theor Appl Bus. 2018;4(1):27-36. doi: 10.11648/j.ajtab.20180401.14

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@article{10.11648/j.ajtab.20180401.14,
  author = {Mengxiong Cheng},
  title = {Research on the Improvement Strategy of Express Service Quality Based on Six Sigma Method},
  journal = {American Journal of Theoretical and Applied Business},
  volume = {4},
  number = {1},
  pages = {27-36},
  doi = {10.11648/j.ajtab.20180401.14},
  url = {https://doi.org/10.11648/j.ajtab.20180401.14},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ajtab.20180401.14},
  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.},
 year = {2018}
}

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TY  - JOUR
T1  - Research on the Improvement Strategy of Express Service Quality Based on Six Sigma Method
AU  - Mengxiong Cheng
Y1  - 2018/05/07
PY  - 2018
N1  - https://doi.org/10.11648/j.ajtab.20180401.14
DO  - 10.11648/j.ajtab.20180401.14
T2  - American Journal of Theoretical and Applied Business
JF  - American Journal of Theoretical and Applied Business
JO  - American Journal of Theoretical and Applied Business
SP  - 27
EP  - 36
PB  - Science Publishing Group
SN  - 2469-7842
UR  - https://doi.org/10.11648/j.ajtab.20180401.14
AB  - 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.
VL  - 4
IS  - 1
ER  -

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Author Information

Mengxiong Cheng

Department of Logistics Engineering, Beijing Wuzi University, Beijing, China

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APA Style

Mengxiong Cheng. (2018). Research on the Improvement Strategy of Express Service Quality Based on Six Sigma Method. American Journal of Theoretical and Applied Business, 4(1), 27-36. https://doi.org/10.11648/j.ajtab.20180401.14

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ACS Style

Mengxiong Cheng. Research on the Improvement Strategy of Express Service Quality Based on Six Sigma Method. Am. J. Theor. Appl. Bus. 2018, 4(1), 27-36. doi: 10.11648/j.ajtab.20180401.14

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AMA Style

Mengxiong Cheng. Research on the Improvement Strategy of Express Service Quality Based on Six Sigma Method. Am J Theor Appl Bus. 2018;4(1):27-36. doi: 10.11648/j.ajtab.20180401.14

Copy | Download

@article{10.11648/j.ajtab.20180401.14,
  author = {Mengxiong Cheng},
  title = {Research on the Improvement Strategy of Express Service Quality Based on Six Sigma Method},
  journal = {American Journal of Theoretical and Applied Business},
  volume = {4},
  number = {1},
  pages = {27-36},
  doi = {10.11648/j.ajtab.20180401.14},
  url = {https://doi.org/10.11648/j.ajtab.20180401.14},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ajtab.20180401.14},
  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.},
 year = {2018}
}

Copy | Download

TY  - JOUR
T1  - Research on the Improvement Strategy of Express Service Quality Based on Six Sigma Method
AU  - Mengxiong Cheng
Y1  - 2018/05/07
PY  - 2018
N1  - https://doi.org/10.11648/j.ajtab.20180401.14
DO  - 10.11648/j.ajtab.20180401.14
T2  - American Journal of Theoretical and Applied Business
JF  - American Journal of Theoretical and Applied Business
JO  - American Journal of Theoretical and Applied Business
SP  - 27
EP  - 36
PB  - Science Publishing Group
SN  - 2469-7842
UR  - https://doi.org/10.11648/j.ajtab.20180401.14
AB  - 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.
VL  - 4
IS  - 1
ER  -

Copy | Download