• Journal of Korean Society for Quality Management
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• 제45권1호
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• pp.129-138
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• 2017

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.

• The Journal of Society for e-Business Studies
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• 제15권1호
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• pp.119-137
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• 2010

The absence of a concrete method for economic analysis is one of the main reasons that the RFID is not so widespread. Through literature survey and a case study of a courier service company we propose a novel method of economic justification including cost and benefit analysis. In order to reflect the uncertainties caused by the RFID technology itself and the estimated investment cost, we propose optimistic, conservative and pessimistic estimations of benefits and a sensitivity analysis of investment costs. This paper may contribute the systematic evaluation of cost and benefit of RFID adoption.

• Journal of Korean Institute of Industrial Engineers
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• 제33권2호
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• pp.282-289
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• 2007

While demands for express couriers service are rapidly increasing due to recent progress of electronic commerce, express courier service companies are struggling to take a larger market share through ongoing improvement in their service processes. Cut-off time is the time limit that all orders delivered before the limit are guaranteed for the delivery within the very next day. Extending cut-off time for express service centers can provide the express company with increase of total sales, but it may also cause increasing the possibility not to satisfy customer needs due to work delay in the consolidation terminal. We develop a design model for express courier service network based on a recursive optimization/simulation procedure. With the optimization model, we seek key design parameters such as the cut-off time for express service centers and the capacity of the consolidation terminal maximizing total sales profit while satisfying the desired level of performances. With the simulation model, we consider the dynamic nature of the network and obtain relationships between the design parameters and the performance measures with the multiple linear regression. The validity of the model is examined with an example.

• Industrial Engineering and Management Systems
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• 제9권2호
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• pp.80-87
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• 2010

As express courier market expands rapidly, companies are exposed to fierce competition. To cope with struggle for their survival, they are continuously making efforts to improve their service system. Even if most of service centers are directly linked to a consolidation terminal in courier service network, some of them with regional disadvantages are operated in milk run type from/to the consolidation terminal, which is a traditional PDP (Pick-up and Delivery Problem). This study suggests an approach to solve the PDP with the objective of maximizing the incremental profit, which belongs to PTP (Profitable Tour Problem) class. After the PTP is converted to TSP (Traveling Salesman Problem) with the same objective, a heuristic algorithm based on GA (Genetic Algorithm) is developed and examined through an example problem in practice of a courier service company in Korea.

• The Journal of Asian Finance, Economics and Business
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• 제8권5호
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• pp.1099-1107
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• 2021

This study focuses on green human resources management (GHRM), which is currently a strategic issue in almost every service or manufacturing company, including courier service SMEs in Indonesia. This study intends to analyze the relationship between GHRM and supply chain organizational learning (SCOL), supply chain performance (SCP), and business performance (BP) still rarely studied. The population encompasses all courier service SMEs in the Special Province of Yogyakarta (DIY) and East Java, Indonesia. The study targets courier service SMEs that meet certain conditions; 130 SMEs responded from the target of 200 SMEs. Partial Least Square statistical technique is used. The results show that conventional HRM practices are increasingly being abandoned by courier companies in Indonesia, particularly in Special Province of Yogyakarta and East Java. Although GHRM has a negative and non-significant effect on BP, GHRM has a positive effect on SCOL and SCP. SCOL has a significant positive effect on SCP and BP. Furthermore, SCOL mediates the relationship between GHRM and SCP and SCOL mediates the relationship between GHRM and BP. Likewise, SCP has a positive effect on BP. In addition, SCP mediates the relationship between GHRM and BP. SCP also mediates the relationship between SCOL and BP.

• The Korean Journal of Air & Space Law and Policy
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• 제26권2호
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• pp.125-147
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• 2011

Considering a trend of logistics and transport industry in these days, it can be said that international express courier service is one of the most familiar transport type to the general public. Especially in Korea, due to development of electronic commercial transaction and the popularity of television home shopping, it can easily anticipated that express courier business will continuously grown in the future. However, the legal basis for international express courier is not properly set up so far. The only clause about this can be found on Korean Aviation Law said as 'commercial documents delivery business'. The origin of the commercial documents delivery business in Aviation Law is to make exception from public postal services which has been exclusive status as monopoly based on the Korean Postal Law. Basically, according to this regulation, all the private postal delivery is prohibited except some sort of commercial documents such as consignment notes, packing list, invoice etc. Thus, those documents could be delivered not only by public postal services but also by private courier company according to the Korean Postal Law. This waiver has probably come from under developing condition of Korean postal circumstances, however it should be revised according to the modernized business practice. Reflecting these revisions, the articles of Korean Postal Law adopted 'international express courier document' as the exception of postal service. Therefore, Korean Aviation Law also needs to be revised as Postal Law in due course. In addition to revision of Korean Aviation Law, some sort of new legislation is required to govern the private legal aspects such as legal liabilities, duties and rights of each parties on international express courier. This should be governed by 'law' not by 'terms and conditions' provided by business operators. Furthermore, to support and develop the current domestic logistics companies as international express courier company, it is required to regulate with the separate express courier law.

• Proceedings of the Safety Management and Science Conference
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• 대한안전경영과학회 2011년도 추계학술대회
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• pp.727-745
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• 2011

Courier and logistics services such as customer contact employees (customer-contact employee) of the attitudes and behavior of the customer satisfaction level of service quality evaluation and a very big impact. In this study, using a typical customer contact employees, and to target the delivery service industry employees the organization's service orientation and customer orientation by examining the impact on the quality of companies within the organization for growth and development needs and the importance of service orientation will be trying out for. The results of this study can be summarized as follows. First, the chief executive of the organization to configure a service orientation and a detailed understanding of the factors that determine this by managing the organization to effectively come up with a way to make and ultimately the organization's service orientation, organizational culture can be positioned as effort should be taken. Second, service companies through regular training and education to maintain a certain level of service quality should be. Third, the service organization's service orientation is not a fad or a means of sustain and develop the company's survival strategy is to get out. To do this, good communication between the field and management can be achieved by a variety of channels to be established, and management's willingness to provoke sympathy for the employees should be provided.

• The Journal of Society for e-Business Studies
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• 제21권4호
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• pp.55-67
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• 2016

Global courier companies have been devoting to get more customers and profits with different service because of the worse profits from price competition. So, the effort of improving satisfaction of customers through improving courier service qualities is more important than any other time. However, the previous way to measure courier service has limitation that costs lots of time and money from off-line survey. This limitation could be overcome with less effort and costs if utilizing on-line social big data analysis and it is so helpful to improve competitiveness of courier companies. Therefore, I have collected comments from domestic and international courier companies from big data on social network service, analyzed the satisfaction of customers by R and verified the result by comparing with American Customer Satisfaction Index (ACSI) and Korea National Customer Index (NCSI) in this research. I found out the result depicts clear correlation between SNS analysis and customer satisfaction. This study can be the foundation to predict customer satisfaction easily by utilizing real time SNS information.

• Proceedings of the Safety Management and Science Conference
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• 대한안전경영과학회 2011년도 춘계학술대회
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• pp.495-503
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• 2011

In this study, I discussed the overview of smart phone and the direction of the development, and analysed the case study of the smart phone application which is recently developed in domestic and international door-to-door service company. Through this analysis, I suggest the main topic of the vitalization of smart phone and the strategic direction of the practical use in logistic industry.

• The Journal of Economics, Marketing and Management
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• 제3권4호
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• pp.21-27
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• 2015

With the recent increasing interest in sustainability management, the latest environmental report tends to be substituted by the expanded sustainability management report. In this work, I would like to introduce the management pattern of a global enterprise that values environmental soundness (environmental friendly) and implements eco-friendly measures. The enterprise chosen in this study is FedEx. In this article, FedEx case is presented how companies can adopt environmental friendly management in their businesses. FedEx has maintained an eco-friendly management since the introduction of the company's eco-friendly transport trucks in 2003, following its development in 2000. In 2005, it installed a solar power plant that can supply up to 80% of the electricity consumed by Oakland Logistics Center in California, USA. FedEx has published the "Global Enterprise Citizenship Report," which contains its business developments in 2009. FedEx has worked hard to minimize the influence caused by packaging of goods to the environment and appealed to customers to use recycled products as much as they can. FedEx also encourages customers to use packaging materials efficiently. A considerable amount of energy has been expended in the eco-friendly programs of FedEx. Although thousands of FedEx vehicles and aircraft operate daily with using large amounts of electricity and fuel, FedEx focuses on energy savings and global environment protection.