基于提高客户服务的快递业务流程改进研究.doc
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基于提高客户服务的快递业务流程改进研究,摘要随着快递市场的日益发展,各个企业都意识到改善自身、提高客户服务质量的重要性。快递企业的竞争,最终将回归到服务细节的比拼。未来这段时间,快递怎么发展?可以用12个字概括:转方式、调结构、大发展、上水平。本文主要研究快递公司的业务流程改进问题,在以提高客户服务质量的前提下,进行流程改进,期间要考虑到客户参与的影响。最后...
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摘 要
随着快递市场的日益发展,各个企业都意识到改善自身、提高客户服务质量的重要性。快递企业的竞争,最终将回归到服务细节的比拼。未来这段时间,快递怎么发展?可以用12个字概括:转方式、调结构、大发展、上水平。本文主要研究快递公司的业务流程改进问题,在以提高客户服务质量的前提下,进行流程改进,期间要考虑到客户参与的影响。最后针对快递员一天的大约服务量,确定出一个服务时间,在随机服务系统下,确保每个客户都能得到最好的服务,防止延误派送、延误取件的发生,避免随之而来的客户流失。配送环节是整个环节的重中之重,需进行重点改进。
关键词:流程改进、客户服务、客户参与、随机服务系统
Abstract
Along with the development of express market, each enterprise is to improve their own consciousness, improve the importance of quality service to customers. Express the enterprise the competitive, will eventually return to service of the detail of the rivalry. The future this time, express how development? Can use 12 words sum up: turn the way, construction, development, and a higher level. This paper makes a study of the express company business process improvement, in order to improve the customer service quality, under the premise of process improvement, want to consider the customer during the influence of participation. Finally, according to the express a day of about services, to determine a service time, in random service system, to ensure that each customer can get the best service, prevent delivery delay, delay take a happening, avoid subsequent loss of customers. Distribution is the key of the whole link link, need to undertake key improvements.
Keywords: technological process melioration、customer service、customer participation、Random service system
目 录
摘要………………………………………………………………………………. I
Abstract………………………………………………………………………….....II
一、绪论 …………………………………………………………………………..1
(一)论文研究背景 ………………………………………………………….1
(二)论文研究目的及意义 ………………………………………………….2
(三)国内外发展现状……….. ……………………………………………….2
1、流程改进………………………………………………………………….2
2、随机服务系统……………………………………………………………..3
(四)论文主要研究内容……………………………………………………..4
二、全一快递柳州网点流程改进理论方法概述…………………………………4
(一)客户服务质量对流程运作的影响……………………………………….5
(二)流程改进……………………………………….…………………………5
(三)随机服务系统……………………………………………………………...6
三、全一快递柳州网点流程运作现状分析 ……………………………………...6
(一)全一快递作业流程现状…………………………………………………7
(二)全一快递作业流程问题及分析…………………………………………8
四、全一快递柳州网点业务流程优化改进设计…………………………………9
(一)流程改进的过程分析……………………………………………………9
(二)流程改进后的方案分析………………………………………………..10
(三)随机服务系统方案优化………………………………………………..12
五、结论…………………………………………………………………………..13
致 谢 …………………………………………………………………………….14
参考文献 ………………………………………………………………………….15
参考文献
[1] De Koster R.Performance approximation of pick-to-belt order picking systems[J].European Journal of Operational Research,2009,72:558-573
[2] Brynze r H.Johansson M I.Design and Performance of kitting and order picking systems[J].International Journal of Production Economies.2005,41:15-125
[3] JaneCC.storage Location assignment in a distribution center[J]. Internantionan Journal of Physical and Logistics Management.2006,30(1):55-71.
[4] Jewkes,E.,Lee,C,and R.Vickson,product location,allocation and server home base location for an order picking line with multiple servers[J].Computers&Operations Research,2007,31:623-626.
[5] Jane C C,Laih Y W.A clustering algorithm for item assignment in a synchronized zone order picking system[J].European Journal of Operational Research.2005,166(2):489-496.
[6] Petersen,C.G,Considerations in order picking zone configuration[J].Intemational Journal of Operations & Production Management,2008,27(7):793-805.
[7] Mellema,P.M.and Smith,C.A.,Simulation analysis of narrow-aisle order selection systems[J].Proceedings of the 1988Winter 28 Simulation Conference.2007,597-602.
[8] 王建亚.韩青.中国民营快递业现状及发展策略研究[J].商场现代化,2008,(20):218.
[9] 郑丽.我国物流快递业发展之探讨[J].发展,2006,(10):137-138
[10] 快递咨询网(www.cecss.com).
[11] 徐勇.民营快递管理实务.学林出版社,2010.
[12] 快件“爆仓”成因与对策探析—交通运输部专家委员会邮政上海组研究组报告,2011年8月
[13] 快递,2011年第25期
[14] 陈洁.精益生产与六西格玛管理的对比整合[ M ] .中国水利水电出版社,2010年版.
[15] 邹龙.物流运输管理[ M ] .重庆:重庆大学出版社,2008年版.
[16] 张峰.快..
随着快递市场的日益发展,各个企业都意识到改善自身、提高客户服务质量的重要性。快递企业的竞争,最终将回归到服务细节的比拼。未来这段时间,快递怎么发展?可以用12个字概括:转方式、调结构、大发展、上水平。本文主要研究快递公司的业务流程改进问题,在以提高客户服务质量的前提下,进行流程改进,期间要考虑到客户参与的影响。最后针对快递员一天的大约服务量,确定出一个服务时间,在随机服务系统下,确保每个客户都能得到最好的服务,防止延误派送、延误取件的发生,避免随之而来的客户流失。配送环节是整个环节的重中之重,需进行重点改进。
关键词:流程改进、客户服务、客户参与、随机服务系统
Abstract
Along with the development of express market, each enterprise is to improve their own consciousness, improve the importance of quality service to customers. Express the enterprise the competitive, will eventually return to service of the detail of the rivalry. The future this time, express how development? Can use 12 words sum up: turn the way, construction, development, and a higher level. This paper makes a study of the express company business process improvement, in order to improve the customer service quality, under the premise of process improvement, want to consider the customer during the influence of participation. Finally, according to the express a day of about services, to determine a service time, in random service system, to ensure that each customer can get the best service, prevent delivery delay, delay take a happening, avoid subsequent loss of customers. Distribution is the key of the whole link link, need to undertake key improvements.
Keywords: technological process melioration、customer service、customer participation、Random service system
目 录
摘要………………………………………………………………………………. I
Abstract………………………………………………………………………….....II
一、绪论 …………………………………………………………………………..1
(一)论文研究背景 ………………………………………………………….1
(二)论文研究目的及意义 ………………………………………………….2
(三)国内外发展现状……….. ……………………………………………….2
1、流程改进………………………………………………………………….2
2、随机服务系统……………………………………………………………..3
(四)论文主要研究内容……………………………………………………..4
二、全一快递柳州网点流程改进理论方法概述…………………………………4
(一)客户服务质量对流程运作的影响……………………………………….5
(二)流程改进……………………………………….…………………………5
(三)随机服务系统……………………………………………………………...6
三、全一快递柳州网点流程运作现状分析 ……………………………………...6
(一)全一快递作业流程现状…………………………………………………7
(二)全一快递作业流程问题及分析…………………………………………8
四、全一快递柳州网点业务流程优化改进设计…………………………………9
(一)流程改进的过程分析……………………………………………………9
(二)流程改进后的方案分析………………………………………………..10
(三)随机服务系统方案优化………………………………………………..12
五、结论…………………………………………………………………………..13
致 谢 …………………………………………………………………………….14
参考文献 ………………………………………………………………………….15
参考文献
[1] De Koster R.Performance approximation of pick-to-belt order picking systems[J].European Journal of Operational Research,2009,72:558-573
[2] Brynze r H.Johansson M I.Design and Performance of kitting and order picking systems[J].International Journal of Production Economies.2005,41:15-125
[3] JaneCC.storage Location assignment in a distribution center[J]. Internantionan Journal of Physical and Logistics Management.2006,30(1):55-71.
[4] Jewkes,E.,Lee,C,and R.Vickson,product location,allocation and server home base location for an order picking line with multiple servers[J].Computers&Operations Research,2007,31:623-626.
[5] Jane C C,Laih Y W.A clustering algorithm for item assignment in a synchronized zone order picking system[J].European Journal of Operational Research.2005,166(2):489-496.
[6] Petersen,C.G,Considerations in order picking zone configuration[J].Intemational Journal of Operations & Production Management,2008,27(7):793-805.
[7] Mellema,P.M.and Smith,C.A.,Simulation analysis of narrow-aisle order selection systems[J].Proceedings of the 1988Winter 28 Simulation Conference.2007,597-602.
[8] 王建亚.韩青.中国民营快递业现状及发展策略研究[J].商场现代化,2008,(20):218.
[9] 郑丽.我国物流快递业发展之探讨[J].发展,2006,(10):137-138
[10] 快递咨询网(www.cecss.com).
[11] 徐勇.民营快递管理实务.学林出版社,2010.
[12] 快件“爆仓”成因与对策探析—交通运输部专家委员会邮政上海组研究组报告,2011年8月
[13] 快递,2011年第25期
[14] 陈洁.精益生产与六西格玛管理的对比整合[ M ] .中国水利水电出版社,2010年版.
[15] 邹龙.物流运输管理[ M ] .重庆:重庆大学出版社,2008年版.
[16] 张峰.快..