Abstract
The need of the hour today is to incorporate sustainable principles to the public postal service facilities to withstand in the market. This paper objective is to develop a model to explore the quality function deployment (QFD) concept and technique to be incorporated in India post service operations. It aims to support sustainability by finding customer factors (queries) that affect service quality design/dimensions. This survey will be helpful, to understand how India post can remain strategically sustainable for the next few decades. It has an extensive network of logistics to serve customers throughout the country. This study improves QFD tools for the postal service quality design known as House of Quality Sustainable Design.
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Acknowledgements
The authors gratefully acknowledged the support and co-operation extended by India Post authorities, especially the Post Master General, South Karnataka region and the authorities of NSH Mangalore. This research work as the approval of the authorities mentioned above. The authors are gratefully acknowledged reviewers for their values and suggestions to improve this paper.
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Sengazani Murugesan, V., Sequeira, A.H., Jauhar, S.K. et al. Sustainable postal service design: integrating quality function deployment from the customers perspective. Int J Syst Assur Eng Manag 11, 494–505 (2020). https://doi.org/10.1007/s13198-019-00906-6
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DOI: https://doi.org/10.1007/s13198-019-00906-6