Last-Mile Delivery Challenges: A Quality Management Perspective

Abstract

Digital commerce has adopted last-mile delivery as its vital performance factor for customer satisfaction and supply chain execution and brand loyalty. New customer requirements for faster delivery paired with more reliable and transparent courier service push businesses toward developing optimal logistics solutions at the last delivery stage. The research investigates last-mile delivery problems based on quality management methods to discover core operational obstacles and present enhanced structured improvement strategies.

Service quality and customer experience suffer from continuous problems including delivery delays together with failed or missed deliveries and poor real-time tracking and resource waste and process non-standardization. The paper defines application of Total Quality Management (TQM), Six Sigma, and Lean Logistics through a quality management framework to optimize last-mile operations and minimize performance gaps.

The analysis demonstrates the essential role logistics application of quality practices brings to e-commerce operations because these strategies help companies outperform customer demands in online markets. Through permanent betterment initiatives and data-based decision systems along with customer-focused strategies companies can convert their final-mile delivery operations from expense centers into strategic differentiators.