Operational system development of luggage delivery service

Abstract

Luggage handling is a regular but tiring, time-consuming activity when travelers stay abroad. The solution is designed to be easy, convenient, and helpful for foreigners. The niche market is underdeveloped and its business potential is high. Thailand welcomed more than 32 million foreign travelers in 2016. At the time of research, no business provides the solution in the city. By integrating market and operational requirements, an operational system can be developed to control costs, quality, and deliverables. Market requirements include customer behavior, market segments, differentiators, and customer expectation of the service. On the other hand, operational requirements are investigated through stakeholder analysis, capacity of logistics, and technologies and defined as operational objectives. Assumptions of market and operational requirements are analyzed and integrated to give an overview of the service. By applying project management techniques and new operational system, operators can adopt the information to define service scope, operations, organization, and required resources. The service quality is evaluated by the gap between consumer expectation and perceived service performance. The standardized procedures can reduce the variation of the process and secure the quality level. With a structural system, the elements can be investigated and optimized to create further benefits.