Operations and Service Management: A Case Study of DHL

Operations and
Service Management

Contents
INTRODUCTION...........................................................................................................................3
TASK...............................................................................................................................................3
Identify one operation management practice within a chosen organisation........................3
Assess how operation management practice impacts the organisation in respect to
efficiency.....................................................................................................................................5
Assess how technology could be embedded in this process....................................................6
Discuss what supporting functions are linked to operation management practice and
assess how can they help with ensuring organisational success............................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Operational management may be defined as one of the most important practice of the
organisation which are used by the them in order to develop highest level of efficiency as well as
the effectiveness within the organization. The main function of the operational department of the
company is to convert the raw material into the finish goods in a very effective manner in order
to increase their profitability as well as sustainability in the market (Bordoloi, Fitzsimmons and
Fitzsimmons, 2019). Operational and services management assist the management of company
to effectively manage the operation and control of the business. The following report is based on
the DHL which is German Logistics company founded in 1969 in San Francisco, U.S. The
founder of the company is Adrian Dalsey, Larry Hillblom, and Robert Lynn and the head of the
company is situated in the Bonn, Germany. The firm deals in the courier, package
delivery and express mail service and provide their services all across the globe. DHL express
has a well-known image in the market of Europe and Germany's and they deliver around 1.6
billion parcel per year. The following report is going to discuss about the operational
management practices which are incurred within the organization and how these practices impact
on the organisation in relation to the efficiency. This report also paid focus on the role of
technology in the process along with the different functions which are linked to the operational
management practices and how they assist in the organizational success.
TASK
Identify one operation management practice within a chosen organisation
Operational management practice is being considered as one of the most important part
of any firm. With the help of this practice highest level of efficiency can be created within the
organisation. In order to carry the operations of the business in a very effective manner and attain
the set goals and objective different types operational management practice used by the
management of the organisation (Zurich and Documentation, 2018). Different types of
operational issues has been faced by the management of the organisation in order to because of
the increase in the changes and in the trends. These issues can only be handled or resolve by
implementing the excellent practice method such and quality management standards and system,
stock control, supply chain management and many more. For this report quality management
tools and techniques are take into consideration. The total quality management process may be

defined as the continuous process of analysing, determining and reducing the errors in the
manufacturing as well as supply chain management and enhance the customer experience. In
relation to the DHL, TQM has been discussed below: -
Flow chart of DHL: -
The three-quality management tool which is utilized by the DHL are flow chart,
brainstorming and productivity improvement. Flow charts are basically the diagrams which not
only shows the flow but also shows the nature of the steps in the process (Leimeister, 2020). For
example, like these charts shows the flow of information during the process of package delivery.
These charts are utilized by the respective company in order to promote the understanding the
specific process. With the help of these flow chart the customers are able to understand the
supply chain of the DHL in a very effective manner. So, flow chart is used by the DHL as a tool
in order to manage the supply chain.
Brainstorming as a Quality Control Tool
Brainstorming is basically a technique which are implement by the DHL in order to
enhance the quality management practice. This comprises of different types of development
solutions of the problems which are facing by the company. After receiving the suggestions, they
discussed how to established the values (Rösler, Osterrieder and Friedli, 2021). Brainstorming
tool are used by the organization when many options are desired by the firm. The results which
are developed from the brainstorming are utilized by DHL in order to improve the service
delivery system which is totally aligned to the behaviour of the customer. Hence by using this,
DHL not only improves its service delivery but they also enhance the satisfaction level of the
customer along with the retention rate of the consumer
Productive Quality Productivity Improvement Management Tool in DHL
Productivity improvement also uses by the DHL in order to improve its process. Intraship
product is introduced by the DHL as an automation solution for their clients during the process
of order entry. The management of the DHL planned to completely replace the Airborne Express'
accounts payable procedures after adopting the Airborne Express. In order to improve the
account payable process ImageSource was compress by the company. By the introducing the
Intraship within the management by the respective company the visibility of the supply chain has
been improved and along with this the errors of the data entry have been reducing. In addition to