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Process Improvement Using Lean and Six Sigma to Support Priority Mail Package Delivery Open Access

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In the package delivery industry, competitive advantage is changing with the evolution of customer expectation. The United States Postal Service (USPS) started with the delivery of letters, but had to restructure its company when the mailing of letters began to decrease, while simultaneously the demand for the shipment of packages increased. In 2015, USPS earned revenue of $68.8 billion and $15.1 billion of it was from shipping and package services.USPS has observed a decline in priority mail package performance because of late deliveries. Priority mail is a service offered to customers who desire to have their packages delivered within one to three business days versus the standard three to five business days. This paper will focus on the company improving the delivery performance by identifying business process improvement opportunities using Lean and Six Sigma concepts. The purpose of this praxis is to review pertinent literature and then use suggested strategies to create an improvement plan.

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