Research On Application Of Lean Six Sigma In Express Service Quality Management

In recent years, China’s express delivery industry with the development of the Internet and e-commerce to grow up, and its rapid development momentum. As a new industry, the express industry is not only promote China’s economic development, but also with people’s lives, at the same time facilitate people’s lives, but also make e-logistics in our country has made great progress. But China’s express delivery industry in the development, there are still many problems, especially its quality of service issues, has become an important factor restricting the sustainable development of China’s large express delivery companies. Thus improving the quality of service delivery industry, optimizing delivery processes, improve management, improve service quality and customer satisfaction, has very important significance..In this paper, the quality of service delivery industry as the research object, the use of Lean Six Sigma methods to optimize and manage. Firstly, the pre-inspection by extensive literature, field research, collect data and related information to understand and analyze the current development of China’s express delivery market, and the current operating status of the courier business, followed by service quality SERVQUAL evaluation model and service industries widely used ACSI customer satisfaction model, combined with the courier industry with its own characteristics, constructed express Customer Satisfaction Evaluation System. Finally, the Lean Six Sigma methods and tools used in S courier companies, sports DMAIC method, problem definition, performance measurement, analysis, design improvements, control of the five stages of implementation, etc. to improve the company’s customer satisfaction empirical analysis, express delivery of optimized processes and shorten the delivery time.Lean Six Sigma in the application of express industry, not only to expand the field of quality management applications in the service sector, and to optimize delivery processes, improve service quality, improve enterprise efficiency and effectiveness, has important theoretical and practical significance.