Failure Analysis of Express Service Based on Service Blueprint and FMEA

  • Haolun WangEmail author
  • Ranjun Deng
Conference paper


Service failures are severely hampered the development of the current Chinese express delivery industry, and in order to avoid the aggravation of service failure, there must be our logistics service process optimization. The method using the service blueprint, which described the courier service business processes detailed and identify the destructive factors which lead to destructive failure, to build courier service quality evaluation index system. FMEA method utilizing the potential failure factors were analyzed, and the results are most likely factor to lead to service failures, at the same time, putting forward the improvement suggestion to the result of the analysis results.


Service failure Courier Service blueprint FMEA 


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Copyright information

© Springer Nature Singapore Pte Ltd. 2019

Authors and Affiliations

  1. 1.College of Transportation and LogisticsEast China Jiaotong UniversityNanchangChina

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