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기업택배 기업의 서비스 프로세스 개선 방안 - Y사의 서비스청사진 분석을 중심으로
김연성 ( Youn Sung Kim ),장진명 ( Jin Myung Jang ),강준구 ( Jungoo Kang ),배경미 ( Kyung Mi Bae ) 한국품질경영학회 2017 품질경영학회지 Vol.45 No.1
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.
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