The Practical Exploration Of Six Sigma DMAIC Method In FedEx

There is a motto in the express delivery and logistics industry:"cheap prices can make you step into the gate, but only the high quality service to make you stay. " So the quality is the fundamental of the core and development for the business operations of the express delivery company.The service quality is always very important for FedEx, but according to statistics from related state department, the complaint to FedEx reaches to the second degree among the four express giants. "We hope to deliver the high service quality to the customers every time, this is our purple promise", which is the proud declaration when FedEx conquer the world. Today, the purple promise is beginning to be questioned that the service quality cannot keep an international standard when the price is increasingly localized.But from the strategies in China of four express giants, it can be found that all regard the service quality as the first degree, regard the improvement of customer satisfaction as the primary strategic objective, so that to take all kinds of measures to improve service quality level. Under such status, how to create a scientific and effective quality management system is the problem that FedEx must face and strive to solve.As the most fashionable measure of quality management, Six Sigma means: through the design, monitoring every production process and business process, with the minimum investment and loss to obtain the maximum customer satisfaction, thereby to improve the profit. The target to achieve is Six Sigma, which means there are only 3.4 defects within every million opportunities. The process includes: define, measure, analyze, improve and control--for short is DMAIC method.This article has carried through the correct and effective evaluation and discussion on how to apply of Six Sigma DMAIC method to improve the service quality, to optimize business process, even to improve the customer satisfaction and the brand loyalty in FedEx, and on this basis to verify that the Six Sigma DMAIC method can meet two critical and interrelated goals of FedEx:(1) to deliver the superior experiences that customers require and expect；(2)to deliver superior business performance by minimizing waste,cost, and effort.At the end,it spreads out a useful discussion for the improvement of working efficiency, the cost decrease, the business performance up, the aggrandizement of employee competitiveness & market competitiveness,and the improvement of customer loyalty in FedEx through Six Sigma DMAIC method.At the same time, there will also be the reference value to the same type of domestic express delivery companies on how to enhance the service quality management.