Research On The Strategies Of APAC's Improving Service Quality

In recent years,with the popularity of e-commerce and online shopping,Express industry of China already handled 3 billion package per year.Even though domestic demand is in a serious competition status,for international express,there is still great potential and profit for development.As an essential part of international express,operational level of hub will directly affect the express enterprises competitiveness in the market.In the beginning,this paper describes the status of international express industry and current development of quality management theory.And then,with the introduction of Fed Ex history and management mode,the paper select Quality Driven Management which is the unique item of Fed Ex to theoretical explanation of Asia Pacific Hub professional operation,trying to provide the template for China's express development.Based on Asia Pacific Hub operation real case,the paper finds out the deeper reasons by lifting scheme,establish the improvement project for Asia Pacific Hub through the report which collected from different sources and the qualitative and quantitative analysis.Fed Ex Asia Pacific Hub as an operational mechanism,service quality and operating costs shall be the most concerned by management.According to hub operation characteristics and labor intensive,the paper begins at service value chain,makes a series of research depend on QDM,takes the follow-up and strategy based on fact,improve the employee satisfaction,optimize the process,reduces the cost,and ultimately enhance operational quality of Asia Pacific Hub.During the study,the paper shows that Quality Driven Management theory is able to enhance the operation of transshipment center and can be learned by other express company.Finally,writer hope the paper can provide reference for experss develop service quality.