DHL: Service Quality

DHL is a global market leader in the logistics industry, with expertise in international parcel, express, air and ocean freight, road and rail modes of transport. This paper is going to look at service quality and purchasing in relation to how it affects an organization. It is therefore going to help us relate these to DHL as a company, and help us look at ways through which they can be used as a guide to related companies.

Question 1: How does service quality relate to the purchasing/supply chain function? Service quality is an important competitiveness determinant, and should be considered by an organization as key to differentiating itself from other organizations. An organization can use service quality to set itself apart from other organizations, where it is able to win over the market through giving better and quality service to its customers. In the manufacturing sector for example, service quality is said to be more superior to product quality, especially where the products being rolled out but the competing manufacturers are of similar qualities (Parasuraman,

Zeithaml & Berry, 1985). Service quality in this case affects the supply chain because of;

 Advertising - Determines the attitude of the consumers towards a product, irrespective of whether there is a similar product in the market. Advertisement is meant to woo the existing customers towards maintaining their loyalty to a product.  Sales and marketing – These include how well the sales team is able to maintain the supply of a product to the consumers. The consistency with which the products remain being supplied to the consumers.

SERVICE QUALITY 3

 After sales services – After sales service mainly applies to mechanical and electrical produ...

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...ty of their services.

Works Cited

“Purchasing and tendering.” ( n.d.). Purchasing and Tendering Procedures. Retrieved from http://www.ln.edu.hk/co/info/business-procedures1.html Ghobadian, A. Speller, S. and Jones, M. (1993). Service Quality Concepts and Models.

Buckinghamshire. MCB University Press.

Kaiser, G. & Reinhardt, S. (n.d.). Inter-functional integration and effects on purchasing and supply management – a social exchange perspective. Retrieved from http://www.bus.umich.edu/Conferences/Behavioral-Operations- Conference/GetFile.aspx?paper_ord=649429.

Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1985). A Conceptual Model of Service Quality and its Implications for Future research. JOSTOR.

Shahin, A. (2010). Developing the Models of Service Quality Gaps: A Critical Discussion.

Isfahan. Department of Management, University of Isfahan