L物流公司服务利润链的分析与能力提升策略

发布时间：2018-10-08 12:57

【摘要】：本文首先通过服务利润链相关理论和物流服务质量理论的文献研究以及对L物流公司现状的分析,了解到目前该公司在发展过程中存在的一些问题,意识到在L物流公司应用服务利润链相关理论有利于公司强化自己的战略管理、提升自己的核心竞争力,并能够有效降低公司的经营成本,提升企业收益,从而对公司的长远发展具有重要的意义。其次,通过对服务利润链相关理论的深入研究分析L物流公司的服务利润链要素的现状。首先构建了该公司的广义服务利润链模型,并根据根据模型中的要素设计了L物流公司服务利润链要素现状调查问卷,通过调查问卷量化分析了公司广义服务利润链要素的现状。接着通过标杆学习法,对比公司服务利润链相关要素的现状和实施服务利润链管理成就卓越的标杆企业存在的差距,给出了服务利润链相关要素需要改进的方向。最后根据标杆学习的结果制定了服务利润链要素的能力提升策略。主要制定了管理层整体策略、公司战略服务愿景策略、员工要素提升策略、顾客价值等式要素提升策略、顾客要素提升策略。在物流行业竞争加剧的大环境中,希望通过服务利润链的分析和服务利润链能力提升策略的制定能够帮助L物流公司强化战略管理、提升竞争力,实现收益的增加和成本的降低,同时能够为其他的企业利用服务利润链理论提供参考。
[Abstract]:Firstly, through the literature research of service profit chain theory and logistics service quality theory, and the analysis of the current situation of L logistics company, we find out some problems existing in the development process of this company. Aware that the application of the service profit chain theory in L logistics company can help the company to strengthen its own strategic management, enhance its core competitiveness, and effectively reduce the operating costs of the company and enhance the corporate income, Thus has the important significance to the company's long-term development. Secondly, the paper analyzes the current situation of service profit chain elements of L logistics company through the research of service profit chain theory. Firstly, the generalized service profit chain model of the company is constructed, and according to the elements in the model, a questionnaire is designed to investigate the current situation of the service profit chain elements of L logistics company. Through the questionnaire, the paper analyzes the current situation of the company's generalized service profit chain. Then through the benchmarking learning method, the paper compares the current situation of service profit chain related elements and the gap between the implementation of service profit chain management achievement outstanding benchmarking enterprises, and gives the direction of service profit chain related elements need to be improved. Finally, according to the results of benchmarking learning, the capability enhancement strategy of service profit chain is developed. It mainly formulates the management overall strategy, the company strategic service vision strategy, the employee factor promotion strategy, the customer value equality factor promotion strategy, the customer factor promotion strategy. In the environment of intensified competition in logistics industry, it is hoped that the analysis of service profit chain and the formulation of strategy to enhance the ability of service profit chain can help L logistics company to strengthen its strategic management and enhance its competitiveness. At the same time, it can provide reference for other enterprises to make use of service profit chain theory.
【学位授予单位】：南京大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F259.23

【共引文献】