Service quality improvement in courier service: Need for lean principles

N. Botsane, P. A. Ozor, Charles Mbohwa

Research output: Contribution to journalConference articlepeer-review

1 Citation (Scopus)


The consumer behaviour has forced many organisation to advance from their traditional ways of doing things, and this includes healthcare services, which came as a surprise to most, especially at hospitals when they were implementing Lean Principles in trying to, amongst other things, reduce the number of 'return work' within their operating divisions. Transport industry has as a result, been left behind as majority of them are still operating, and based on traditional way of servicing clients. This however, has to change, in order for them to be able to respond to the current consumer behaviour, on platforms such as ecommerce. Applications like Uber have created a disruption within the market, while responding to the consumer behaviour, of wanting things easier, and wanting them now. The paper examines application of lean principles in the manufacturing, production, services and allied sectors. The absence of research output on courier service sectors is conspicuous in literature. A methodological improvement on how lean principle can be applied in courier service sector is presented. The principle is capable of upgrading the sector in a manner that can respond to the ecommerce market, with better improved processes and better pay-back.

Original languageEnglish
Pages (from-to)2588-2593
Number of pages6
JournalProceedings of the International Conference on Industrial Engineering and Operations Management
Issue numberMAR
Publication statusPublished - 2019
Event9th International Conference on Industrial Engineering and Operations Management, IEOM 2019 - Bangkok, Thailand
Duration: 5 Mar 20197 Mar 2019

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Control and Systems Engineering
  • Industrial and Manufacturing Engineering


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