基于服务利润链的国际货运代理企业业务流程优化研究

发布时间：2018-06-07 04:38

本文选题：服务利润链 + 国际货运代理企业　；参考：《电子科技大学》2014年硕士论文

【摘要】：随着我国GDP的高速发展,我国已经成为世界上举足轻重的贸易大国,近十几年的对外贸易额一直保持着高速稳定地发展。服务于国际贸易的国际货运代理业也取得了前所未有的发展,国际货运代理业在国际贸易服务中的作用和地位也越来越重要。伴随而来的,国际货运代理企业之间的竞争也越来越激烈,其竞争已逐渐地由以往的价格竞争向服务竞争过度。如今,不少国际货运代理企业正在实践通过业务流程的优化和再造来完成其为客户提供全面、高质量和差异化的客户服务的转型。为了适应国际货运代理业的发展趋势,对于国际货运代理企业的业务流程优化的研究,对于提高国际货运代理企业的客户服务质量和客户满意度、改善企业的运营效率以及提升企业的盈利能力和利润具有重要的现实意义。本文以服务利润链为理论基础,首先对服务利润链的提出和基本内容,以及国际货运代理企业的业务流程的相关研究进行了概述;其次,对国际货运代理企业及其业务流程情况进行了详细介绍,重点介绍了国际货运代理企业的业务划分的三个层次及其业务流程流转情况;然后,根据实现服务利润链的成功的循环的要求,对国际货运代理企业的业务划分方式调整和组织结构精简化设计作了详细讨论;最后,介绍了国际货运代理企业的典型代表Y公司的实际情况,针对Y公司出现的问题,结合Y公司的旧业务流程的优劣势分析,详细论证了Y公司业务划分方式调整和组织结构精简化的设计过程,提出了Y公司的业务流程优化方案,并提出了Y公司的成功的循环的服务利润链模型。作者希望通过本研究引起国际货运代理行业对内外部顾客满意的重视,以及Y公司的业务流程优化经验能对其他货运代理企业的业务流程优化起到实用的参考价值。
[Abstract]:With the rapid development of China's GDP, China has become an important trading country in the world, and the volume of foreign trade has been developing at a high speed and steadily in the past ten years. The international freight forwarding industry, which serves international trade, has also made unprecedented development, and the role and position of international freight forwarding industry in international trade services is becoming more and more important. With it, the competition among international freight forwarders is becoming more and more fierce, and the competition has gradually changed from the price competition to the service competition. Nowadays, many international freight forwarders are implementing the transformation of providing customers with comprehensive, high-quality and differentiated customer service through the optimization and reengineering of business processes. In order to adapt to the development trend of the international freight forwarding industry, the research on the optimization of the business process of the international freight forwarding enterprises, the improvement of customer service quality and customer satisfaction of the international freight forwarding enterprises, It is of great practical significance to improve the operation efficiency of enterprises and enhance the profitability and profits of enterprises. In this paper, the service profit chain as the theoretical basis, first of all, the service profit chain proposed and basic content, as well as the international freight forwarding enterprise business processes related to the overview; secondly, This paper introduces the international freight forwarders and their business processes in detail, focusing on the three levels of business division of international freight forwarders and the flow of their business processes. According to the requirement to realize the successful circulation of service profit chain, the adjustment of business division and the simplification of organization structure of international freight forwarding enterprises are discussed in detail. This paper introduces the actual situation of Y Company, a typical representative of international freight forwarder, and analyzes the advantages and disadvantages of Y Company's old business process according to the problems of Y Company. The design process of the adjustment of business division mode and the simplification of organization structure of Y Company are demonstrated in detail. The business process optimization scheme of Y Company and the successful service profit chain model of Y Company are put forward. The author hopes that through this study, the international freight forwarding industry will attach importance to the satisfaction of internal and external customers, and the experience of business process optimization of Y Company will play a practical reference value in the business process optimization of other freight forwarders.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F259.23;F274

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