The Research On Improvement In Service Quality Management Of DHL Global Forwarding

Logistics in nature is service;the existence and developing potentiality of a logistics company depends on its capability to provide a highly-effective,efficient,agile,accurate,safe and cost-optimal service to its customers.The competition mode in TPL industry has been changing from price to quality;logistics companies are also experiencing their developing strategy transition from mass-scale to quality.Under a circumstance with both opportunities and challenges,only can an enterprise win the competition by implementing total quality management(TQM)and then continuously delivering excellent services.Therefore,how to continuously improve service quality management of logistics enterprises is a major issue need to be solved.This paper takes DHL Global Forwarding Yantian Brach(DGF)as the research object.By investigating the current situation of DGF's service quality management,the author defined problems and issues existed in its quality management system and analyzed their causes,combined with TQM and losistics service quanlity theories,a systematical tactics is provided on the improvement on its logistics service quality management.First,the paper introduces the TPL industry,its development and market;illustrates the theories on the total quality management,service quality management and logistics quality management.Then,makes a short introduction about profile of DGF and its operations status quo;based on the deep investigation and comprehensive evaluation on the current situation of DGF's dailiy opeations and quality management,identifies issues and weakness existed in its quality management and logistics service,defines the causes of the problems from various perspectives by scientific methods.Next,the work presents the general principals of improvement on service quality management and DGF's quality objectives;proceeding from matter of facts and focusing on key issues,improving solutions are designed with regards to four major aspects: organizational structure,employee management,logistics operations activities and quality management procedure,with the aim of providing feasible tactics for the improvement of DGF's service quality management through scientific design.Last,proposes the implementing methods on improvement in service quality management;summerizes the supporting measures and safeguard mechanism,form the perspective of organizational structure,managerial regulation,resources and culture,which are required to ensure the smooth and effective implementation and application.Finally,forecasts the possible achievements can be reached,and reports the conclusions which can be draw form this study.The purpose of this paper,by giving an in-depth analysis and discussion on total quality management practices and imporving activities in logistics service quality,is to propose suggestions and approaches to DGF's enhancement of its logistics service quality management abilities and overcoming the weakness in its current operations,with the aim of fulfilling service and quality exllence,and therefore contributing to the DPDHL's “Strategy 2020” and “First Choice”.This paper describes a framework to improve logistics service quality management,so there is a possibility of providing related suggestions and references to the operations and quality management of the other logistics firms.