BADM 370 - Quality Management: A-1 Express Delivery Service Report

This report provides a comprehensive analysis of quality management principles and their application to A-1 Express Delivery Service. It begins with an introduction to quality management, its historical context, and the specific need for quality management systems (QMS) within the company. The report delves into the Deming Cycle (PDSA) and Six Sigma methodologies, detailing their pros, cons, and practical implementation. It also outlines the roles and responsibilities of senior management, key metrics for measuring quality, and general quality strategies and tools. Furthermore, the report provides a comparative study and explores quality tactics relevant to logistics and supply chain functions, including the rollout process and stakeholder management. The analysis includes recommendations for improving quality, ensuring customer satisfaction, and streamlining operations within A-1 Express Delivery.

Running head: QUALITY MANAGEMENT

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Rollout Process
Rollout is an informal term for introducing and promoting a new product or service to the
market (Clifton, 2019). The process typically implies a structural procedure, often
accompanied by a strong promotional campaign. There are three types of end user associated
with the procedure, namely promoters, passive adopters and detractors. Promoters are the
first ones to adopt the new system and enhancing its familiarity among others. Passive
adopters are sceptical at first, but eventually gets on board. Detractors, however, are resistant
to the changes and will stick to the former form of the system. The key stages of rollout are as
following:
1. Identifying stakeholders
2. Create a strategic plan
3. Maintain detailed reports
4. Communicate
5. Design attractive promotional campaigns
6. Involve promoters
In the case of A-1 Express Delivery, these stages will be effective to conduct a successful
rollout of their new service. Implementing the stages will be as following:
Stakeholders
• Shareholders
• Management
• Vendors
• Transportation partners
• Warehouse management personnel

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• Logistic providers
• Customers
Strategy
 Ensuring quality of logistics
 Monitoring and control the supply chain
 Training employees through the following steps:
1. Familiarizing employees with the new service
2. Disintegrating training procedure into small modules or courses
with the help of audio-visual aid
3. Introducing rollout process in parallel with the training procedure
for smooth transition into the new process
Maintaining report
 Monitoring all the functional units
 Registering day-to-day activity and progress of the units
 Evaluate
Communication
 Obtaining complete and transparent information
 Integrating all the units and systems through a common means of communication, e.g.
Integrated framework, cloud-based communication etc.
 Enable every unit to access information from each other

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Marketing Plan
 Design a strong promotional campaign such as advertisement on television, print
media etc.
 Utilization of online platforms and social media, e.g. Facebook, Twitter, Instagram
etc.
Involving promoters
 Introducing feedback system
 Introducing promotional reward system such as referral code, early users’ discounts,
loyalty points etc.

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Reference
Clifton, M. B., Townsend, W. P., Bird, H. M., & Albano, R. E. (2019). Target costing:
market driven product design. CRC Press.

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