Optimization of Parcel and Delivery Handling through a Guidance Handbook: A Case Study of Electricity Generating Authority of Thailand

Abstract

The objectives of this study were 1) to investigate the operations and challenges encountered by the central parcel delivery department, and 2) to develop a handbook containing guidance on document and parcel processing. The methods to carry out cause and effect analysis include the fish bone diagram, questioning principles (5W1H) and brainstorming theory. The total number of documents and packages delivered was 534; the number of errors reached 105, representing 19.85 percent. Three main causes of mistakes in delivery operations were attributed to document-, parcel-, and sender-related errors. A solution to minimize these challenges is through the development of a handbook or a pamphlet on delivery handling and processing. The details in the handbook consist of location of delivery, courier tracking, responsible agencies, documents required along with delivery procedures. A user satisfaction survey towards handling documents and packages was carried out. The mean and standard deviation were applied to describe data. As results, users expressed a high level of overall satisfaction. The top most satisfying aspects were the manual content, its format and implementation.