ACTIVITY 1-2

SCMT2601 Quality Management 22JANMNTR1

USING AN ORGANIZATION YOU ARE FAMILIAR WITH
AND THE COURSE TEXTBOOK FOR GUIDANCE,
DISCUSS QUALITY FROM A MARKETING
PERSPECTIVE. PROVIDE AN EXAMPLE.

DHL is one of the biggest freight & supply chain organization

in the world. It has a quality control over 220 countries, which
to standardize the product and service quality to customers.
DHL is more on the marketing perspective that DHL is
focusing on customers satisfaction. DHL with the slogan
“Excellence. Simply delivered.: which is the promised to
customer with the service.

Reference: DHL company Quality Management - 2543 words:

Research paper example. Free Essays. (n.d.). Retrieved
January 21, 2022, from https://ivypanda.com/essays/dhl-
company-quality-management/
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ILLUSTRATE HOW SUPPLY CHAIN QUALITY
ADDS VALUE TO THE ORGANIZATION.
EXAMPLE?

The supply chain quality adds value to DHL, as the quality is

good means the customers are satisfying the service that DHL
provided. Also, DHL has products, the products are mailing,
freight, express service, and supply chain services. The
different parts of the supply chain in DHL services are
interlocking, which to add value with the good quality could
bring the service as per the slogan said “Excellence. Simply
delivered.”

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 What is harder to define product or service quality?
Service quality is the harder part for DHL, as product can always be
unpredictable for freight service, but service to customer should always
stay the same. As mentioned, service quality is part of phycological issue
more than physically work out as you could see. Therefore, service
quality will be the harder to define for DHL.

What the implications of the differences are for a

PRODUCT manager of a service or product-based business?

OR SERVICE
A manager who works in DHL has big implications, as the service and
products are both very important to customer. Customer is expecting the
good service that could fulfill their need by using DHL with the DHL
QUALITY? product provided. Therefore, the manager will need to work well on both
product and service quality to ensure the quality could meet the
customer needs.