DHL's Operational Management Practices: Impact, Tech, and Support

This report analyzes DHL's operational management practices, focusing on Total Quality Management (TQM) and its impact on organizational efficiency. It discusses how tools like flow charts, brainstorming, and productivity improvement are utilized within DHL. The report assesses how TQM enhances productivity, eliminates waste, and develops effective communication systems. Furthermore, it explores the integration of technology, such as social media and artificial intelligence, to improve TQM processes and overall performance. The document concludes by highlighting the supporting functions linked to operational management and their role in ensuring organizational success. Desklib offers a wealth of similar solved assignments and past papers for students.

Operations and
Service Management

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK ..............................................................................................................................................3
Discuss the one operational management practice of the DHL: -...............................................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 the supporting functions which linked to operation of management practice and assess
how can they help with ensuring organisational success............................................................8
REFRENCES...................................................................................................................................9

INTRODUCTION
Operational management is being considered as one of the most important activity of the
firm which not only assist in developing the efficiency at a very high level within the
organisation but also improves the effectiveness within the firm (Bie and et, al., 2022). The most
crucial function which is done by the operational management of the firm is converting the raw
material into the final goods. This not only improves the profitability of the company but also
them in enjoying the long term sustainability in the competitive market. Operational
management have full control over the manufacturing of goods and services so that company can
better serve to the society. Fort the completion of this report DHL is being taken into
consideration which is well known German Logistics company of US. The respective company
was founded in 1969 and the founder of the firm is Adrian Dalsey, Larry Hillblom, and Robert
Lynn. The headquarter of the company is located in the San Francisco, U.S and they deal in the
courier, package delivery and express mail service. The respective organisation has developed a
well known image in Europe and Germany market and they also most 1.6 billion parcel within a
year. The following report is going to focus on the operational management practices of the
chosen company and the impact of this in regarding to the efficiency on the organisation. This
reports also covers the role of technology within the organisational practice and how these
functions are linked to the operational management practice along with their assistance to the
success of the organization.
TASK
Discuss the one operational management practice of the DHL: -
The practice of the operational management is the most crucial part of organisation,
which give assistance to the firm in improving their efficiency as well as effectiveness at a very
high level. To carry out the operations in proper way the operational management of the firm can
use the various forms of the operational management practices (Buchhorn and et, al.,2018).
With the help of this organisation not only attain the set goals but also improves their
sustainability in the competitive market. Due to the changes in the technology as well as in the
trends numerous operational issues or problems are faced by the company management. The best
way to face all these issues and handle the complex situation proper manner is the
implementation of the operational practice method. With the help of this quality standards, stock

control, supply chain management and many more can be manage by the operational
management in a very effective manner. In relation to the DHL, quality management tools and
techniques are use by the company management. This is basically a continuous process which
assist in analysing, determining and controlling the manufacturing function and reduce the
chances of mistake in the manufacturing process. Along with this, this also improves the supply
chain management which result in improving the customer satisfaction level. In context to the
DHL, TQM has discussed below: -
Flow chart of DHL: -
Within the company, the management of the DHL use the three quality management tool
which are flow chart, brainstorming and productivity improvement. Floe chart may be refer as
the diagrams which assist in presenting the flow and the steps which are taken into consideration
in the process (Bui, Hussain and Kim, 2018). For example like, with the help of these chart the
flow of information during the package delivery process has been seen. The effective utilization
of these charts assist the DHL management in promoting the understanding of particular process
and along with this the customers of the respective firm effectively understand about the supply
chain management of the company. So, DHL utilise the flow chart to manage the supply chain
effectively.
Brainstorming as a Quality Control Tool: -
Brainstorming techniques are utilized by the DHL company management in a very
effective manner which assist them in improving their quality management practices. This
techniques includes the numerous types of development solution of the complexities and the
issues which are faced by the company management. Ones the suggestions are effectively
received then the process of establishing the values has been discussed (Groos, Helmut and
Wachutka, 2018). This tool is basically used by the company management when they desire to
attain so many goals at the same time. The management of the DHL use the result which are
generated form the brainstorming tool. This assist them in improving the process of delivery
which ultimately improves the customer behaviour because these are aligned to each other. This
result in that, by utilizing this tool the delivery process along with the customer satisfaction level
has been improved.

Productivity Improvement as a Quality Management Tool in DHL
In order to improve the process, productivity improvement tool is also used by the
company. For the clients of the company Intraship product are launch by the management of the
DHL for order entry. It has been planned by the DHL management to completely replace the
Airborne Express' accounts payable by acquiring the Airborne Express. ImageSources are
compress by the management of the organisation by which the account payable process has been
improved. In addition to this, the respective company also introduce the Intrship within the firm
which give assistance in improving the supply chain management and also help in reducing the
errors in entry and records. Also, with the help of ImageSource, the process of account payable
has been enhanced as the issue of double has been remove effectively.
Assess how operation management practice impacts the organisation in respect to
efficiency
By utilizing the Total Quality Management as a operational management practice not
only the company productivity but also the effectiveness has been improved. Each and every
element from starting to end of the operational management is cover by this TQM tool in a very
effective manner (Guan and et, al., 2022). With the help of this, the operational management can
effectively paid emphasis on the product quality improvement by which they can effectively
enjoy the better sustainability in the market along with the competitive edge. In addition to this,
productivity and the way of carry out the process has been improved which result in positive
customer satisfaction. Total quality management tool is opted by the management of the DHL
which give assistance to them in improving their effectiveness and productivity. The ways in
which the efficiency of the DHL is improves has been mentioned below: -
 Enhance the productivity: - the total quality management tool is act as an important
integrated system which give assistance to the firm in improving the entire productivity
of the organisation. In context to the DHL, with the help of this tool the management of
the company can effectively paid emphasis on the entire organisational process by which
the serves which are given by the management of the company has been improves that
result in improving the overall productivity.
 Eliminate the waste: -By utilizing the TQM process within the operational process,
various types of risk can eliminated by the company management in a very effective

manner and along with this chances of wastage as well as errors has been reduces. With
the help of this tool, unproductive activities has been find out by the management in
effective manner so that the time as well as the resources can be saved (Imani and
et,al.,2019). In context to the DHL, various type of resource planning are used by the
manager of the supply chain management to divide the resources properly and along with
this, trough this process of operation has been effectively check on regular basis which
lead to eliminate the errors as well as the wastage and enhance the company efficiency.
 Developing effective communication system: - the effective utilization of the total
quality management tool assist the company in in improving their collaboration sanctions
by which effective communication system has been developed. In context to the DHL, it
has been ensure by the management of the firm that there must be effective
communication system within the organization. With the help of this system not only the
ideas has been communicate within the company in a very effective manner and along
with this every employee can present point of view within the team. This result in that,
misunderstanding among the employees cannot be developed and roles and
responsibilities among the employees has been effectively communicate by which
desired goals of the firm has been attain properly.
Assess how technology could be embedded in this process
Due to the development in the technology and increase in the use of technology all across
the globe, different types of business organisation run all their activity in a very proper manner.
In context to the operational management practice such as total quality management various
technology has been embedded in this process which result in functioning of the operational
activities (Li and et, al., 2021). The embedded of the technologies within the practice of the
operational management which are used by the management of the DHL has been discussed has
been discussed below: -
 Social media: - this is being considered as one of the most growing platform all across
globe which give assistance to the business organisation to effectively communicate with
their target consumer and make them aware about the goods and services in which the
company is dealing. This not only develop a good image of the company in the mind of
the customers but also in improving the brand image. In the case of TQM, the utilization
of the social media give assist the company management to paid more focus on the target

consumers in order to get the proper insights. The important principle of the TQM is that
this make the company management customer intrinsic and help them to paid focus on
the offering the best quality to the consumer in order to improve the satisfaction level of
customer. The effectively utilization of the social media by the DHL in their TQM
practice helps them in improving the organisational performance. As the social medial
platform assist the company management in collecting the important data such as
preferences and taste, trends and many more in market form the market. These data assist
the operational management to execute the total quality management tool in proper
manner (Liu and et, al., 2018). Along with this, with the use of social media employee
collaboration has been enhanced. This is being considered as the most positive impact of
the technology for the firm. In relation to the DHL, the proper utilization of the social
media technology give assistance to the TQM process. With the effectively
implementation of the TQM the company management can easily develop the customer
centric strategies.
 Artificial Intelligence: - this is the another most important as well as the growing
technology which are used by the management of the business organisation to improve
the TQM process which result in improving the entire performance of the company. As
different types of barriers are associated with the total quality management process like
issues related to controlling, analysing and interpreting the data of the organisation in
order to use total quality management methodologies. With the help of AI this can be
done effectively. The AI can be used by the management of the business organisation to
improve their product quality and equipments to measure. As the quality is the most
crucial factor of the TQM and this can be improved through AI. In case of DHL, the
utilization of the DHL, helps them to give best quality of services to their customer at a
very low price which not only saves the time but also save the company extra expenditure
(Smugala, 2020). As the technology changes and developed the AI does not improve
accordingly within the DHL. It is very important for them to improve this because this
saves their time as well as cost. The proper utilization of AI by the company management
result in smooth working of the operational activities and also give assistance in
enhancing the entire TQM process.

Discuss the supporting functions which linked to operation of management practice and
assess how can they help with ensuring organisational success
There are many supporting functions which were connected to operations management practices,
this also helps in ensuring organisational success effectively. In the case of DHL, many
supporting functions attached to operation management practice are mentioned below: Quality planning: this is referred to processing the analyse factors which are main
essential for business operations, process and projects which sets proper guideline for
achieving the factors. This involves proper constructing plan which defines proper quality
practices, activities, standards, resources related to a particular services and product. In
DHL case, the proper frame is made for plan for achieving the standards of quality and
leads in enhancing the overall performance (Vortman,and et, al.2019). The quality of
planning helps company for proper guidelines in accomplishment of desired quality
standards. Quality assurance: The quality assurance is the another function of the total quality
management, this is an process which help to determine about the product and services
for meeting specific quality standards. In DHL case, functions of total quality
management help a company for offering quality services and product for targated
customers which ensures the kinds of detect in them is removed. This also helps company
for increase their overall profit and productivity for improving the satisfaction of
customers and retain for long period of time. The function of total quality management
helps company like DHL for achieving the goals and objective. Quality control: The other function of the total quality management is for controlling the
quality, in this purpose the functional manager of the establishment assure that the quality
of the good and services is regularly reviewed and controlled by individual to keep
standards of quality effectively. This enable business for promote quality knowingness
and evolve an effectual structure culture which aims on improvement. In DHL case, the
purpose helps in business for controlling the standards of quality and achieve goals by
offering quality services.
 Quality improvement measures: -The final function is quality improvement measures,
the function modify establishment for taking retroactive measures for enhancing quality
of product and services (Yang and et, al., 2019). This will help business organisation for

regularly raise the quality leading them for attracting large number of customers. In DHL
case, the use of function of total quality management aid company for taking measures on
a regular basis for improving the quality and attain goals and objectives.
Conclusion
In this report, this is been concluded that proper operation management aids business
organisation for effectively manage and control all the operational activity which leads in
achieving desired goals and objectives and raise the gross performance and profit of the
organization. This report helps in examine the operational management practice like quality
management aids business organisation for reduction of any kind of waste or fault sanctioning
them for have high productiveness and image in market. This also impact on the quality
management on ratio of the organization such as high productiveness, eliminating the waste,
reduce defect of product and so on this also analysed in this document. Engagement of
technology in the operation with the assistance purpose connected to the overall quality
management are also analysed in this report.

REFRENCES
Books and Journals
Bie, M., and et, al., 2022. An energy-efficient reconfigurable asymmetric modular cryptographic
operation unit for RSA and ECC. Frontiers of Information Technology & Electronic
Engineering, 23(1), pp.134-144.
Buchhorn, N., and et, al.,2018, June. Tilting-pad journal bearing in hybrid operation: A
numerical and experimental investigation. In Turbo Expo: Power for Land, Sea, and
Air (Vol. 51142, p. V07BT34A007). American Society of Mechanical Engineers.
Bui, V.H., Hussain, A. and Kim, H.M., 2018. A strategy for flexible frequency operation of
stand-alone multimicrogrids. IEEE Transactions on Sustainable Energy, 9(4), pp.1636-
1647.
Groos, G., Helmut, D. and Wachutka, G., 2018, September. The Latent Failure Issue Seen from
the Other Side: Normal Operation after ESD Induced Degeneration of Devices and
Systems. In 2018 40th Electrical Overstress/Electrostatic Discharge Symposium
(EOS/ESD) (pp. 1-10). IEEE.
Guan, X.and et, al., 2022. A Solution‐Processed All‐Perovskite Memory with Dual‐Band Light
Response and Tri‐Mode Operation. Advanced Functional Materials, p.2110975.
Imani, M.H.,and et, al.,2019, February. Effect of changes in incentives and penalties on
interruptible/curtailable demand response program in microgrid operation. In 2019
IEEE Texas power and energy conference (TPEC) (pp. 1-6). IEEE.
Li, W., and et, al., 2021. UHVDC Islanded Operation System Ultralow-Frequency Oscillation
and Its Countermeasures. IEEE Canadian Journal of Electrical and Computer
Engineering, 44(2), pp.110-117.
Liu, X., and et, al., 2018. Distributed operation management of battery swapping-charging
systems. IEEE Transactions on Smart Grid, 10(5), pp.5320-5333.
Smugala, D., 2020. Switching-on operation of an electromagnetic relays optimization using a
phase control approach. IEEE Transactions on Industrial Electronics, 68(7), pp.6152-
6160.
Vortman,and et, al.,NURSE RETENTION IN THE OPERATING ROOM AFTER
PERIOPERATIVE CORE CURRICULUM COMPLETION/LA RETENTION DES
INFIRMIERES ET DES INFIRMIERS EN SALLE D'OPERATION APRES AVOIR

TERMINE LEUR PROGRAMME DE BASE EN SOINS
PERIOPERATOIRES." ORNAC Journal 37, no. 3 (2019): 13-28.
Yang, F., and et, al., 2019. Two-phase interleaved boost PFC converter with coupled inductor
under single-phase operation. IEEE Transactions on Power Electronics, 35(1), pp.169-
184.