Apply Six Sigma to Improve the Service Quality of Counter of Post Office─Taking A Post Office as Example

• Main Authors: Hsu Li-Ling, 許莉玲
• Other Authors: 高世州
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/u3srys

碩士 === 高苑科技大學 === 經營管理研究所 === 101 === It has been over one century for postal services in Taiwan. Following the rapid change of social and economic structure as well as the impact of never-ending changes and improvements of information and telecommunication technologies, the advantages of postal services are gradually disappearing in term of comparison benefits. On the other hand, due to decreasing frequency of sending traditional letters, intervention of private delivery business and international express business to the postal delivery market, plus the potential competition from franchise convenient stores as well as the new products constantly introduced by financial and life insurance businesses, the post office was thereby reorganized as state “Chunghwa Post Co., Ltd.” 100% owned by the Ministry of Transportation and Communication to fight for the competitive postal, saving and life insurance markets in 2003. However, after being an enterprise, how to enhance the quality to satisfy the consumer requirements is the important issue encountered by the post company. The six sigma applied to reform the quality operation in recent years has been extended to the measurement of customer satisfaction. Therefore, the study plans to take A post office as example to explore the concept and steps of six sigma and use them for the tools of improving the counter service quality of post office. First, the SERVQUAL scale proposed by Parasuraman、Zeithaml and Berry in 1991 was referred to discuss whether there is difference between the service quality of post office perceived by the customers and the expectation of customers. Next, define the Key Performance Indicator (KPI) to measure the service quality and find the items need to be improved immediately. Finally,, the D-Define, M-Measure, A-Analyze, I-Improve and C-Control of six sigma were adopted to the expectation of increasing the competitiveness and achieve the service goal of sustainable operation. According to the study, it is found that the KPI index for counter service quality of A post office are “there is convenient service equipment in post office”, “where there is crowded people, the post office will arrange personnel flexibly to shorten the waiting time”, “the counter clerk may response or handle the application or complaints of customers immediately”, “counter clerk could handle customer businesses rapidly” “the counter clerk loves to serve customers” such items. Finally, the “saving account opening” and “change of passbook seal and password” among “counter clerk could handle customer businesses rapidly” were selected as the improvement project for A post office to physically introduce six sigma. Through DMAIC steps, the flow of “saving account opening” has been decreased for 8.90minutes. It is estimated that additional 1,493,300 NT（new Taiwan）dollars could be earned every year. Meanwhile, the flow of “change of passbook seal and password” has been decreased 3.73 minutes. It is estimated that additional 443,900 NT dollars could be earned every year. In addition, in term of service quality, the royalty and satisfaction increased significantly since the counter clerks could handle the businesses rapidly. Thus, six sigma has the application value in term of enhancing the counter service quality. Besides, as facing several challenges over time, Chunghwa Post especially needs to pay attention at service quality to maintain the prosperity of hundred- year old store. Keywords: post office, service quality, SERVQUAL scale, KPI, six sigma