Courier and Messenger Services are essential around the world. We’ll look at a Lean Six Sigma application and the factors that impact courier service quality. We’ll finish with a video of a day in the life of a FedEx driver.


Lean Six Sigma Applied to Courier Services: Italy


In an article titled “Quality and competitiveness: a Lean Six Sigma approach” authors Irina-Virginia Dragulanescu and Delia Popescu discuss the use of Lean Six Sigma to increase quality and competitiveness and the application to a major courier services company in Italy.

NOTE: The key study begins on page 11 of the 17 page article.

The study includes:

  • Process Mapping
  • Value Stream Mapping
  • Results Obtained in the Control Phase
  • Findings Before and After Applying the DMAIC Model

You can read the article here.

[Citation: Dragulanescu, Irina-Virginia; Popescu, Delia (2015) : Quality and

Competitiveness: A Lean Six Sigma Approach, Amfiteatru Economic Journal, ISSN 2247-9104,

The Bucharest University of Economic Studies, Bucharest, Vol. 17, Iss. Special No. 9, pp.



Factors Determining Carrier Service Quality


In a paper titled “Multi-stakeholder perspective of courier service quality in B2C e-commerce” author Aleksandra Gulc takes a detailed look at factors in courier service quality.

The paper includes:

  • List of Factors Determining Courier Service Quality by Dimension
    • Tangibility
    • Reliability
    • Assurance
    • Responsiveness
    • Empathy
    • Other



Copy and paste the following link into your browser to read the paper.

[Citation: Gulc A (2021) Multi-stakeholder perspective of courier service quality in B2C e-commerce. PLoS ONE 16(5): e0251728.


Quality Improvements in Courier Delivery: Poland


In an article titled “Improvements in the quality of courier delivery” authors Jacek Karcz and Beata Ślusarczyk discuss the results of research on the effectiveness and timeliness of deliveries realized by one of the terminals of a leading courier operator in Poland.

The article covers  the influence of the most important quality factors on the development of the

courier, express and parcel shipments industry.

You can read the article here.


A Day in the Life of a FedEx Driver


See what a day in the life of a FedEx driver is like in a video from Alex Mutchler.

You can watch the video here.