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http://dx.doi.org/10.7469/JKSQM.2017.45.1.129

Service Blueprinting Analysis(SBA) on B2B Courier Services - Focus on Company Y  

Kim, Youn Sung (College of Business Administration, Inha University)
Jang, Jin Myung (College of Business Administration, Inha University)
Kang, Jungoo (College of Business Administration, Inha University)
Bae, Kyung Mi (Dept. of International Trade and Regional Studies, Inha University)
Publication Information
Journal of Korean Society for Quality Management / v.45, no.1, 2017 , pp. 129-138 More about this Journal
Abstract
Purpose: This research aims to analyze the service process of corporate courier services in order to offer service providers possible directions for adaptation of new technologies and assurance of better quality services. Methods: Through the analysis on the parcel service process of company Y by applying service blueprinting method, the overall process and failure service points of corporate courier services can be recognized and investigated. Next, the several newer technologies, augmented reality glasses, exoskeleton, and drone are applied to the service process of company Y as they are suggested by the literature review and referenced to DHL's report on the Fourth Industrial Revolution. Then, service options to overcome the service failure points to improve the service process can be produced. Results: The parcel service process of the company Y is utilized as a hub-and-spoke structure by having distribution and delivery centers which separates customers into two types, ones using the total services and the others only using the delivery service. In addition, the main cause of the service failures is determined that it is due to the limited working hours of delivery centers compared to the workload. Conclusion: This research contributes in better understanding of corporate courier services and providing information for benchmarking. An empirical research on the costs and the efficiencies of applying the new technologies is suggested for the further improvement in the processes of corporate courier services.
Keywords
Corporate courier service; Fourth industrial revolution; Service blueprinting; Service Innovation; Service Process;
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Times Cited By KSCI : 1  (Citation Analysis)
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