Integration Application Research Of SCOR And6sigma In Service Quality Management Of Express Company A

Since express delivery industry was born in America in1960s, it has kept gooddevelopment momentum globally. Entering21century, domestic express deliverymarket developed swiftly and violently. The market demand is expandingcontinuously. Especially, the emergence of e-commerce has brought a large quantityof express delivery business. Faced with huge market space in domestic and overseasexpress delivery industry, overseas express delivery enterprises represented by UPS,DHL, FedEx and TNT swarmed in succession and competed with domestic expressdelivery enterprises and contended for markets. In fierce market competition, due toshort development history, local express delivery enterprises in China have some gapwith foreign counterparts in many respects. Especially, service quality managementlags behind. As a service industry, if the service quality of express delivery industrycannot be guaranteed, it is hard for enterprises to win customers’ trust. How to realizeeffective service quality management and improve service quality practically is animportant issue faced by express delivery enterprises. Therefore, integratedapplication study of SCOR and6Sigma in this paper in service quality managementfor express delivery enterprises has both theoretical and realistic significance.Service quality management is a key link for express delivery enterprises gainingthe market and is crucial to the development of express delivery enterprises. Thispaper carries out in-depth research on how to implement service quality managementfor express delivery enterprises, taking Express Company A as the background. Thispaper is divided into five chapters: Chapter0: introduction. It mainly introduces theresearch background, purpose and significance of this paper, current researchsituations at home and abroad as well as research content, methods and innovations.Chapter1: Overview of Relevant Theory. It mainly introduces service qualitymanagement of express delivery industry as well as the meaning, characteristics andapplication of SCOR and6Sigma. Chapter2: Current Situations of Service QualityManagement of Express Company A. it first introduces the development history,organizational structure and operation mode of Express Company A. Then conductSWOT analysis for the company and get the conclusion of insufficient service qualitymanagement. At last, focus on analysis of the service supply chain of Express Company A as the frame of service quality management. Chapter3: Application ofSCOR and6Sigma in Service Quality Management in Express Company A. First,introduce the business process of Express Company A according to the service supplychain. Then, analyze with SCOR benchmark and find out problems existing in servicequality management and determine the improvement goal. Finally, lead thedetermined goal into6Sigma DMAIC method and realize the goal. Chapter4: Adviceon Service Quality Management of Express Company A. Adopt integration method tofurther analyze the business process of Express Company A and put forwardcountermeasures and suggestions on service quality management of ExpressCompany A, which richens the method system. Chapter5: Conclusion and Outlook.Summarize the research and point out the insufficiency of the research and the futureresearch direction so as to provide reference for service quality management inexpress delivery industry.