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Sustainable postal service design: integrating quality function deployment from the customers perspective

Author

Listed:
  • Vadivel Sengazani Murugesan

    (National Institute of Technology Karnataka)

  • A. H. Sequeira

    (National Institute of Technology Karnataka)

  • Sunil Kumar Jauhar

    (Indian Institute of Management Jammu)

  • Vimal Kumar

    (Chaoyang University of Technology)

Abstract

The need of the hour today is to incorporate sustainable principles to the public postal service facilities to withstand in the market. This paper objective is to develop a model to explore the quality function deployment (QFD) concept and technique to be incorporated in India post service operations. It aims to support sustainability by finding customer factors (queries) that affect service quality design/dimensions. This survey will be helpful, to understand how India post can remain strategically sustainable for the next few decades. It has an extensive network of logistics to serve customers throughout the country. This study improves QFD tools for the postal service quality design known as House of Quality Sustainable Design.

Suggested Citation

  • Vadivel Sengazani Murugesan & A. H. Sequeira & Sunil Kumar Jauhar & Vimal Kumar, 2020. "Sustainable postal service design: integrating quality function deployment from the customers perspective," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 11(2), pages 494-505, April.
    • Handle: RePEc:spr:ijsaem:v:11:y:2020:i:2:d:10.1007_s13198-019-00906-6
    DOI: 10.1007/s13198-019-00906-6
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    References listed on IDEAS

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    1. World Commission on Environment and Development,, 1987. "Our Common Future," OUP Catalogue, Oxford University Press, number 9780192820808.
    2. Hong-Bin Yan & Xiang-Sheng Meng & Tieju Ma & Van-Nam Huynh, 2019. "An uncertain target-oriented QFD approach to service design based on service standardization with an application to bank window service," IISE Transactions, Taylor & Francis Journals, vol. 51(11), pages 1167-1189, November.
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    Cited by:

    1. Ricardo Andrés García-León & Wailer Jaimes-Gonzalez & Lili Dahiana Becerra & Eder Flórez-Solano & Malka Cabellos-Martínez & Daniel Meneses-Torres, 2021. "Application of the QFD method to the design of a cocoa pulping machine," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 12(6), pages 1199-1220, December.
    2. Sainath G. Bidikar & Santosh B. Rane & Prathamesh R. Potdar, 2022. "Product development using Design for Six Sigma approach: case study in switchgear industry," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 13(1), pages 203-230, February.
    3. Anna Drab-Kurowska & Michal Kuscinski, 2023. "E-Services of National Postal Operators - A "Must Have" Current Times to Ensure the Functioning of the State's Critical Infrastructure," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 523-533.

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