面向服务的联邦快递亚太转运中心业务流程优化研究

发布时间：2018-03-31 03:34

本文选题：服务管理　切入点：流程优化　出处：《广东财经大学》2017年硕士论文

【摘要】：随着互联网的高速发展,也拉动了物流快递业的发展。根据年报,UPS从2007年到2016年,业务量从40.1亿件增长至50.3亿件,联邦快递业务量由30.2亿件增长至43.5亿件,由此看出国际快递巨头的竞争非常激烈。在业务量增加的同时,却忽略了质的提升,最终导致物流服务质量下降。通过对公司的业务流程优化,提高物流服务质量,提升企业整体工作效率,降低运营成本,提升公司在市场的竞争力。联邦快递随着业务量的增加,服务质量在逐渐下降。主要表现在包裹无法及时送至客户手中。在清关过程中,经常需要花费几天的时间,清关效率有待提高;在分拣过程中,包裹经常出现堵塞,无法按时装上飞机运送;在派件过程中,包裹当天无法及时派给客户,包裹滞留在操作站点等问题。本文首先使用服务蓝图法,将物流的整个流程采用图形的方式来表现,对流程进行分析研究。其次,根据服务蓝图分析出的关键流程进行优化:先通过里约里程法,计算转运中心与操作站之间的距离,得出一套优化转运路径,然后使用粒子群算法,计算操作站点与客户地址之间的距离,得出一套最优派送路径;然后使用PDCA循环,对清关流程包括快件清关流程和普货通关流程进行优化;最后利用目标函数对供件频率的计算,得出包裹与包裹之间最优距离,采用模型分析方法来进行研究供件量和上件的顺序问题,根据计算出结果进行优化。优化后的派件流程,派件时间由原来的3小时缩短至2小时;优化后的清关流程,清关退单率有原来的10%降为3%,及清关效率提升了7%;优化后的分拣流程,分拣时间由原来的3小时缩短至2.5小时,提升了分拣效率。综上得出,在整个物流流程中,基于3个主要环节的流程优化,减少了包裹转运的时间,保证包裹可以准时的送达客户手中。本文通过收集流程优化后的数据,进行评估,得出优化研究的价值,对以后物流公司对于流程优化研究具有一定的研究价值。
[Abstract]:With the rapid development of the Internet, the development of the logistics express industry has also been driven. According to the annual report, UPS has increased its business volume from 4.01 billion units to 5.03 billion units from 2007 to 2016, and FedEx business volume has increased from 3.02 billion to 4.35 billion units. From this, we can see that the competition of international express delivery giants is very fierce. While the volume of business is increasing, the quality of logistics service is neglected, which eventually leads to the decline of logistics service quality. By optimizing the business process of the company, we can improve the quality of logistics services. Improve the overall efficiency of the enterprise, reduce operating costs, enhance the competitiveness of the company in the market. FedEx as the volume of business increases, The quality of service is gradually declining. This is mainly reflected in the fact that packages cannot be delivered to customers in time. In the process of customs clearance, it often takes several days for customs clearance efficiency to be improved. In the sorting process, packages often become clogged. The package can not be sent to the customer on the same day, and the package is stuck at the operation station. Firstly, this paper uses the service blueprint method to display the whole flow of logistics in a graphic way. Secondly, the key processes are optimized according to the service blueprint. First, the distance between the transit center and the operation station is calculated by the Rio mileage method, and a set of optimized transfer paths is obtained. Then the particle swarm optimization algorithm is used to calculate the distance between the operation site and the customer address, and an optimal delivery path is obtained, and then the PDCA cycle is used to optimize the customs clearance process, including the express customs clearance process and the general customs clearance process. Finally, the optimal distance between package and package is obtained by using objective function to calculate the frequency of the contribution. The model analysis method is used to study the quantity of contributions and the order of the upper parts, and the optimized distribution flow is obtained according to the calculated results. The distribution time was shortened from the original 3 hours to 2 hours; after the optimization of the customs clearance process, the clearance rate was reduced from 10% to 3%, and the clearance efficiency was increased by 7%. After the optimization of the sorting process, the sorting time was shortened from the original 3 hours to 2.5 hours. It is concluded that in the whole logistics process, the optimization of the process based on three main links reduces the time of package transshipment. To ensure that the package can be delivered to the customer on time. This paper collects the data after process optimization to evaluate the value of optimization research, logistics companies for the future research on process optimization has a certain value.
【学位授予单位】：广东财经大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F259.1

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