House of Quality

What Customer wants?

Customer Perception

Reach

India Post

DTDC
DTDC - HOQ

alertse-mail
trackingWeb

added Value

Delivery Timely
Assured Delivery 9 9 8 5 9 Average Good

Quality Delivery 7 8 8 Average Good

Delivery Of Mass Mailers 6 9 7 Average Good

Tracking 5 9 9 Poor Good

Economical prices 8 7 Good Poor
Responsiveness 9 9 Poor Good
Reliability 8 Average Good
135 117 45 199 218

Market Reach refers to the accessibility with regard to geography

Value Added Service includes special care for the packages Strong

Quality Delivery means on time and without damage. Medium

9 = good and 1= poor. Weak

Service Blueprint of DTDC

Physical
Evidence Different DTDC offices in the DTDC website
locality

Customer
Actions Creating package for Calling or going to DTDC Office Receive Receipt Payment for
delivery for submission of the package containing tracking no. delivery

Line of interaction

Onstage Weighing and

Making of receipt and
visible Receiving the Package estimating
assigning tracking number
contact the cost of
employee delivery
action Line of visibility

Backstage
Invisible Transferring the package
Delivery to the
contact to the centre office
respective address
employee
action Line of internal interaction
 Support Carrying the package from centres
Processes
to different locations and from
there to respective addresses
Updating track
Carrying the package from centres
to different locations and from
record on the site
there to respective addresses