Procedure to improve service delivery DHL courier express company belonging to the Cienfuegos post office

Autores
Delgado Alvares, Noemí; Martínez Curbelo, Gretel; Covas Varela, Daylí
Año de publicación
2014
Idioma
inglés
Tipo de recurso
artículo
Estado
versión publicada
Descripción
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.
Materia
Customer
Process improvement
Procedure
Shipping service
Nivel de accesibilidad
acceso abierto
Condiciones de uso
Atribución-NoComercial-CompartirIgual 4.0 Internacional
Repositorio
Repositorio Institucional Digital de la Universidad Nacional de Misiones (UNaM)
Institución
Universidad Nacional de Misiones
OAI Identificador
oai:rid.unam.edu.ar:20.500.12219/4661
Acceder
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spelling Procedure to improve service delivery DHL courier express company belonging to the Cienfuegos post officeDelgado Alvares, NoemíMartínez Curbelo, GretelCovas Varela, DaylíCustomerProcess improvementProcedureShipping serviceFil: 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.Universidad Nacional de Misiones. Facultad de Ciencias Económicas. Programa de Posgrado en Administración2014-12-19info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionhttp://purl.org/coar/resource_type/c_6501info:ar-repo/semantics/articuloapplication/pdfapplication/pdf285 KBhttps://hdl.handle.net/20.500.12219/4661enginfo:eu-repo/semantics/altIdentifier/urn/https://visiondefuturo.fce.unam.edu.ar/index.php/visiondefuturo/article/view/550/420info:eu-repo/semantics/openAccessAtribución-NoComercial-CompartirIgual 4.0 Internacionalhttp://creativecommons.org/licenses/by-nc-sa/4.0/reponame:Repositorio Institucional Digital de la Universidad Nacional de Misiones (UNaM)instname:Universidad Nacional de Misiones2025-09-29T15:01:50Zoai:rid.unam.edu.ar:20.500.12219/4661instacron:UNAMInstitucionalhttps://rid.unam.edu.ar/Universidad públicahttps://www.unam.edu.ar/https://rid.unam.edu.ar/oai/rsnrdArgentinaopendoar:2025-09-29 15:01:51.145Repositorio Institucional Digital de la Universidad Nacional de Misiones (UNaM) - Universidad Nacional de Misionesfalse
dc.title.none.fl_str_mv 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
spellingShingle Procedure to improve service delivery DHL courier express company belonging to the Cienfuegos post office
Delgado Alvares, Noemí
Customer
Process improvement
Procedure
Shipping service
title_short 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_sort Procedure to improve service delivery DHL courier express company belonging to the Cienfuegos post office
dc.creator.none.fl_str_mv Delgado Alvares, Noemí
Martínez Curbelo, Gretel
Covas Varela, Daylí
author Delgado Alvares, Noemí
author_facet Delgado Alvares, Noemí
Martínez Curbelo, Gretel
Covas Varela, Daylí
author_role author
author2 Martínez Curbelo, Gretel
Covas Varela, Daylí
author2_role author
author
dc.subject.none.fl_str_mv Customer
Process improvement
Procedure
Shipping service
topic Customer
Process improvement
Procedure
Shipping service
dc.description.none.fl_txt_mv 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.
description Fil: Delgado Alvares, Noemí. Universidad de Cienfuegos; Cuba.
publishDate 2014
dc.date.none.fl_str_mv 2014-12-19
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
http://purl.org/coar/resource_type/c_6501
info:ar-repo/semantics/articulo
format article
status_str publishedVersion
dc.identifier.none.fl_str_mv https://hdl.handle.net/20.500.12219/4661
url https://hdl.handle.net/20.500.12219/4661
dc.language.none.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv info:eu-repo/semantics/altIdentifier/urn/https://visiondefuturo.fce.unam.edu.ar/index.php/visiondefuturo/article/view/550/420
dc.rights.none.fl_str_mv info:eu-repo/semantics/openAccess
Atribución-NoComercial-CompartirIgual 4.0 Internacional
http://creativecommons.org/licenses/by-nc-sa/4.0/
eu_rights_str_mv openAccess
rights_invalid_str_mv Atribución-NoComercial-CompartirIgual 4.0 Internacional
http://creativecommons.org/licenses/by-nc-sa/4.0/
dc.format.none.fl_str_mv application/pdf
application/pdf
285 KB
dc.publisher.none.fl_str_mv Universidad Nacional de Misiones. Facultad de Ciencias Económicas. Programa de Posgrado en Administración
publisher.none.fl_str_mv Universidad Nacional de Misiones. Facultad de Ciencias Económicas. Programa de Posgrado en Administración
dc.source.none.fl_str_mv reponame:Repositorio Institucional Digital de la Universidad Nacional de Misiones (UNaM)
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reponame_str Repositorio Institucional Digital de la Universidad Nacional de Misiones (UNaM)
collection Repositorio Institucional Digital de la Universidad Nacional de Misiones (UNaM)
instname_str Universidad Nacional de Misiones
repository.name.fl_str_mv Repositorio Institucional Digital de la Universidad Nacional de Misiones (UNaM) - Universidad Nacional de Misiones
repository.mail.fl_str_mv
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