ISSUES ON PICKUP AND DELIVERY SERVICE: THE CASE OF DHL ETHIOPIA

Abstract

As there is no information on the pickup and delivery service of DHL Ethiopia, the purpose of this study is to explore the attitude and knowledge of DHL Ethiopia couriers on quality pick up and deliver service as well as to investigate the challenges and opportunities on pickup and delivery service of DHL Ethiopia. In this study I have utilized individual survey and focus group discussion methods to collect the required data. I have used statistical packages for the social sciences (SPSS) for my analysis: percentages, tables, figures and other simple statistics are used to depict the findings. There are gaps of attitude and knowledge to be addressed among DHL Ethiopia couriers and they need to be addressed for better quality service delivery. Similarly, challenges and opportunities in the pickup and delivery services are identified in this study. DHL Ethiopia need to launch capacity building and staff empowerment program to improve staffs knowledge and attitude on the following areas: communication skill, customer value, how to handle customer complain, customer satisfaction, no discrimination between delivery and pickup services as well as cash customers vs credit customers , adaptation for change and on the market coverage of DHL. There is also a need for additional feedback and coaching session for employees. DHL Ethiopia need to put extra effort to hire appropriate professional couriers maintain them as well as motivate them for a better performance. Currently there is high turnover rate within DHL Ethiopia and better human resource retention and developmental plan is required. DHL Ethiopia need to put extra effort to utilize and tailor (taking the developmental situation of Ethiopia and external barriers of the country into consideration) existing opportunities from the DHL world on standardized process and procedures, tools and the technologies that can be tailored for better, easy and quality service delivery. The findings of this study give a clear picture and new insight which will support DHL management in decision making: both on improving existing processes and new developments for continuous improvement. The result of the study can act as a voice of the employees as the data for analysis is collected first hand from the staffs. It will also serve as reference for future studies in this area.