Sustainable postal service design: integrating quality function deployment from the customers perspective

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. © 2020, The Society for Reliability Engineering, Quality and Operations Management (SREQOM), India and The Division of Operation and Maintenance, Lulea University of Technology, Sweden.