Open AccessThe SWOT-TOWS analysis as a tool of the PDCA cycle in improving the quality of the postal service
Author(s) -
Kamila Kowalik
Publication year - 2020
Publication title -
journal of education, health and sport
Language(s) - English
Resource type - Journals
ISSN - 2391-8306
DOI - 10.12775/jehs.2020.10.06.032
Subject(s) - pdca , swot analysis , quality (philosophy) , process management , service quality , service (business) , quality management , computer science , operations management , engineering , business , marketing , philosophy , epistemology
The purpose of the study is the practical application of the SWOT-TOWS analysis as a PDCA cycle in improving the quality of postal services. The first part of the article contains a review of the literature on the issues of service quality in relation to postal services and the characteristics of the selected tool - the PDCA cycle. Then, the results of the research have been presented, i.e. the SWOT-TOWS analysis of the chosen postal operator and its importance in the PDCA cycle to improve the quality of postal services. The analysis has showed that the chosen operator should adopt a conservative operating strategy which means the need to minimize threats by using strengths. In view of these data, actions should be taken to improve the quality of services with particular emphasis on digital postal services.