C公司物流服务研究

发布时间：2018-07-05 07:22

本文选题：第三方物流服务商 + 顾客导向　；参考：《华东理工大学》2014年硕士论文

【摘要】：伴随着我国经济的快速发展,各个企业之间的竞争也日趋激烈,面对激烈的市场竞争,企业在提升自身竞争实力的同时,如何进一步降低成本和提高效率也就成为各个企业最重要的目标之一。以生产制造型企业为例,其核心业务一定是提高技术水平和降低生产成本,而对于企业的非核心业务之一的物流部分,现在越来越多的交付给专业的物流企业来完成,于是第三方物流企业也就越来越多的出现在人们的视野中,并且中国的第三方物流业务在近二十年中得到了迅速的发展。在我国日趋激烈的物流市场竞争中,第三方物流服务的水平直接决定了第三方物流行业是否能够得以健康稳定的发展,这就需要找到并且建立一个良好的服务体制来进一步完善第三方物流公司的服务水平,本文主要是通过分析第三方物流企业服务的特点和现状,发现目前存在的主要问题,进而分析问题产生的原因和背景,最后给出改进和完善的建议和策略。本人有幸在第三方物流服务企业和其服务客户公司有过工作经历,并且也是负责相关内容,所以本人在查阅国内外大量的第三方物流服务的文献的基础上,针对本文主要的研究对象C物流公司现有的第三方物流服务质量存在的经验和不足,借鉴国内外的相关物流服务理论,对第三方物流公司(C公司)的服务进行描述以及其服务质量评价标准进行了重新修改,以层次分析法对第三方物流企业物流服务质量进行综合评价,在这个基础上探讨了第三方物流企业在对客户提供服务时如何增强服务水平和能力。最后,以C公司与其客户公司合作为案例,利用该服务质量评价来找到存在的问题,进而分析问题存在的原因,从而构建合理的评价指标来提出具有针对性的改进意见和建议。
[Abstract]:With the rapid development of our economy, the competition among enterprises is becoming more and more fierce. In the face of fierce market competition, enterprises promote their own competitive strength at the same time. How to further reduce costs and improve efficiency has become one of the most important objectives of each enterprise. Take a manufacturing enterprise as an example, its core business must be to improve the technical level and reduce the production cost. For the logistics part of one of the enterprises' non-core business, more and more enterprises are now delivered to the specialized logistics enterprises to complete it. As a result, more and more third party logistics enterprises appear in people's view, and the third party logistics business in China has developed rapidly in the past twenty years. In the increasingly fierce competition of logistics market in our country, the level of third party logistics service directly determines whether the third party logistics industry can develop healthily and stably. This needs to find and establish a good service system to further improve the service level of third-party logistics companies. Then the causes and background of the problem are analyzed. Finally, suggestions and strategies for improvement and perfection are given. I am fortunate to have worked in the third party logistics service enterprise and its customer service company, and is also responsible for the relevant content, so I consult a large number of third party logistics services at home and abroad on the basis of literature. In view of the existing experience and deficiency of the third party logistics service quality of C logistics company, this paper draws lessons from the relevant logistics service theory at home and abroad. The service description of the third party logistics company (C company) and its service quality evaluation standard are revised, and the service quality of the third party logistics company is comprehensively evaluated by the Analytic hierarchy process (AHP). On this basis, this paper discusses how to enhance the service level and ability of the third party logistics enterprises in providing service to customers. Finally, taking C company and its client company as an example, using the service quality evaluation to find out the existing problems, and then analyze the reasons of the problems, and then construct a reasonable evaluation index to put forward targeted suggestions and suggestions.
【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F259.2

【参考文献】