The quality level of service provided by TNT Express and DHL Express in China could be described within the RATER dimensions of service quality. Samples and numbers are provided below to evaluate the quality of their service.
Based on TNT Express annual report 2011, the service quality in that year has achieved an all time high with a 96% on-time delivery performance for the one million daily deliveries that the customers entrusted. Actually, it is impressed that China National Post Bureau released a statistics that TNT Express had zero complaint in the last six months of 2011. However, we found DHL Express has higher complaint rate in China according to the report of China National Post Bureau. Although DHL Express has delivered the shipments on schedule most of the times, customer complaints are more or less reduced its reliability level.
Assurance is the main point that the two company should try their best to develop. TNT Express said their objective is to offer its customers excellent service. To achieve that goal, it adheres to strict quality standards, such as ISO 9001. In 2011, 89% of all the operations department were working under ISO9001 certified standards; this number increased 4% than the coverage of 85% in 2010. In comparison, it is shown on DHL Express’s annual report that all the European parts of DHL Express have been ISO 9001-certified, but it does not mention whether their service systems have been certified outside Europe. Comparing another interesting number, Workplace accidents in DHL Express occurred 12,829 times in 2011, with 2 fatal accidents (the number in 2010 is 0). It is a surprise that fatal accidents in TNT Express reached 34 times in 2011 (involved with TNT employees). For this reason, a lower mark should be given.
According to Supply Chain Management Review (U.S-based business management magazine, the...