Procedure to improve service delivery DHL courier express company belonging to the Cienfuegos post office
Fil: Delgado Alvares, Noemí. Universidad de Cienfuegos; Cuba.
| Main Authors: | , , |
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| Format: | info:eu-repo/semantics/article |
| Language: | English |
| Published: |
Universidad Nacional de Misiones. Facultad de Ciencias Económicas. Programa de Posgrado en Administración
2014
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| Subjects: | |
| Online Access: | https://hdl.handle.net/20.500.12219/4661 |
| _version_ | 1824326132971864064 |
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| author | Delgado Alvares, Noemí Martínez Curbelo, Gretel Covas Varela, Daylí |
| author_facet | Delgado Alvares, Noemí Martínez Curbelo, Gretel Covas Varela, Daylí |
| author_sort | Delgado Alvares, Noemí |
| collection | Repositorio RIDUNaM |
| description | Fil: Delgado Alvares, Noemí. Universidad de Cienfuegos; Cuba. |
| format | info:eu-repo/semantics/article |
| id | ir-20.500.12219-4661 |
| institution | Universidad Nacional de Misiones |
| language | English |
| publishDate | 2014 |
| publisher | Universidad Nacional de Misiones. Facultad de Ciencias Económicas. Programa de Posgrado en Administración |
| record_format | dspace |
| spelling | ir-20.500.12219-46612024-09-10T15:47:46Z Procedure to improve service delivery DHL courier express company belonging to the Cienfuegos post office Delgado Alvares, Noemí Martínez Curbelo, Gretel Covas Varela, Daylí Customer Process improvement Procedure Shipping service Fil: Delgado Alvares, Noemí. Universidad de Cienfuegos; Cuba. Fil: Martínez Curbelo, Gretel. Universidad de Cienfuegos; Cuba. Fil: Covas Varela, Daylí. Universidad de Cienfuegos; Cuba. 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. 2014-12-19 info:eu-repo/semantics/article info:ar-repo/semantics/artículo info:eu-repo/semantics/publishedVersion https://hdl.handle.net/20.500.12219/4661 eng info:eu-repo/semantics/altIdentifier/urn/https://visiondefuturo.fce.unam.edu.ar/index.php/visiondefuturo/article/view/550/420 info:eu-repo/semantics/openAccess application/pdf application/pdf 285 KB Universidad Nacional de Misiones. Facultad de Ciencias Económicas. Programa de Posgrado en Administración |
| spellingShingle | Customer Process improvement Procedure Shipping service Delgado Alvares, Noemí Martínez Curbelo, Gretel Covas Varela, Daylí Procedure to improve service delivery DHL courier express company belonging to the Cienfuegos post office |
| title | Procedure to improve service delivery DHL courier express company belonging to the Cienfuegos post office |
| title_full | Procedure to improve service delivery DHL courier express company belonging to the Cienfuegos post office |
| title_fullStr | Procedure to improve service delivery DHL courier express company belonging to the Cienfuegos post office |
| title_full_unstemmed | Procedure to improve service delivery DHL courier express company belonging to the Cienfuegos post office |
| title_short | Procedure to improve service delivery DHL courier express company belonging to the Cienfuegos post office |
| title_sort | procedure to improve service delivery dhl courier express company belonging to the cienfuegos post office |
| topic | Customer Process improvement Procedure Shipping service |
| url | https://hdl.handle.net/20.500.12219/4661 |
| work_keys_str_mv | AT delgadoalvaresnoemi proceduretoimproveservicedeliverydhlcourierexpresscompanybelongingtothecienfuegospostoffice AT martinezcurbelogretel proceduretoimproveservicedeliverydhlcourierexpresscompanybelongingtothecienfuegospostoffice AT covasvareladayli proceduretoimproveservicedeliverydhlcourierexpresscompanybelongingtothecienfuegospostoffice |
Procedure to improve service delivery DHL courier express company belonging to the Cienfuegos post office