Resumen

DELGADO ALVARES, Noemí; MARTINEZ CURBELO, Gretel  y  COVAS VARELA, Daylí. Procedure to improve service delivery DHL courier express company belonging to the Cienfuegos post office. Vis. futuro [online]. 2015, vol.19, n.1. ISSN 1668-8708.

The present article shows the main results of a research aimed to improve the DHL Express delivery service. A procedure, which includes the identification of issues that affect client satisfaction, selection of root causes of the problems detected and continuous improvement in the delivery service was designed. Some Quality Management tools are proposed to carry on with the research such as: stratification, verification sheet, brain storm. All analyses are sustained by processes approach. The identification of client dissatisfaction, the improvements related to the vehicle routing activity and the information treatment to respond to the clients during service process are the main results obtained in the research.

Palabras clave : Customer; Procedure; Process Improvement; Shipping Service.

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