The Application Of Lean Six Sigma In The Express Delivery Service Quality Management

Along with the gradually intensifying of market competition, express enterprises are facing a great challenge and pressure. Unfit management method and low service quality fail to make the enterprises gain the core competitiveness, enlarge its scale and increase its income. By applying the theory and method of the Lean Six Sigma (LSS) in express service, it can optimize the process of express and the management method, reduce cost, improve the service quality and customer satisfaction, so as to improve the core competitiveness and promote lastly fast development of express service.Based on the related literature and research results at home and abroad, this paper makes further study on the application of LSS in express service. Firstly, it analyzes the express market and the situation of express enterprises from the point of companies’own view, as well as the primal problems that companies faced from the side of market, management, technology and staff of express enterprises. Furthermore, it makes a comparative analysis for the use of Quality Management in manufacturing and service industry from the point of view of production operations, and then puts forward the advantage and main problems about Lean Six Sigma applied in express enterprises. Finally, apply the lean six sigma methods and tools in some domestic postal-delivery logistics company; make an empirical Analysis on promoting the Timely Successful Delivery Rate of the company by using the DMAIC method. The practical application shows that it can help the express enterprise optimize the work index by using the Lean Six Sigma theory and method.The application of Lean Six Sigma management in express field not only expand the application field of Quality Management in service, but also optimize express process, reduce operation cost,improve service quality and promote the improve of customer satisfaction and industry competitiveness.