物流客户服务绩效评价与提升策略研究
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摘要
通过提供满足客户需求的各种服务性活动,企业不仅能有效提升自身的竞争能力,而且能实现良好的客户满意、客户忠诚和企业绩效。因此,如何对企业现有的物流客户服务进行分析和评价,进而为客户提供优质服务显得尤为重要。然而,物流活动的多样性、复杂性以及经营管理主体的多方性,决定了物流客户服务绩效评价指标的多维性。所以,如何选择合理的指标和方法对于正确衡量物流客户服务绩效具有重要的意义。同时,当今市场的竞争已不再是企业与企业之间的竞争,而是供应链与供应链之间的竞争,物流客户服务不仅会对其客户企业产生各方面的影响,而且会对客户企业所处的供应链产生全方位的影响。基于此,本文提出从供应链视角研究物流客户服务绩效评价问题,主要研究内容和创新性成果总结如下
提出了物流客户服务绩效评价特点与评价方法。在分析物流客户服务特点及物流客户服务绩效评价应遵循的原则的基础上,本文对各类绩效评价方法进行了比较研究,包括供应链绩效评价模型的分析与选择以及物流客户服务绩效评价方法的分析与比较,提出了供应链视角下物流客户服务绩效评价方法：用德尔菲法选择评价指标,用模糊层次分析法确定各指标的权重。
设计了基于供应链视角的物流客户服务绩效评价指标体系。应用德尔菲法甄选出时间、成本和质量作为一级指标,提出了更能体现供应链整体性的二级指标,如订单完成周期时间、成本分摊和完美订单满足率,对每个评价指标的含义及定性、定量指标进行了划分,并用模糊层次分析法对各评价指标的影响作用大小(即权重)进行了分析计算,得出了时间指标在供应链视角下物流客户服务绩效评价中的影响作用比成本指标和质量指标更为重要的结论。
构建了基于供应链视角的物流客户服务绩效评价流程与控制机制。运用PDCA管理思想,本文设计了供应链视角下物流客户服务绩效评价流程,并提出了各个评价环节的控制要点：以供应链整体战略为起点,建立物流客户服务绩效目标体系；根据评价指标的性质和特点选择具体的评价方法；组织实施物流客户服务绩效评价；根据评价结果对评价系统进行持续改进。
给出了物流客户服务绩效提升策略。针对当前企业物流客户服务存在的主要问题,阐明了物流客户服务绩效提升思路和着力点,并分别从时间、成本和质量三个方面提出了物流客户服务绩效提升策略。应注意的是,有些指标之间存在着此消彼长的关系,因而在实践中应根据企业和供应链的特点把握各策略的实施力度,以保证供应链整体绩效的最优化。
By providing various customers service activities, enterprises can not only effectively enhance competition ability, but also achieve good customer satisfaction, customer loyalty and enterprise performance. Therefore, how to analyse and evaluate the enterprises' existing logistics customer service, and then provides the high-quality service for the customer is particularly important. However, the logistics activity and the diversity and complexity of the main body of the management of many, decide the logistics customer service performance evaluation index of multidimensionality. So, how to choose reasonable index and methods for the right to measure customer service logistics performance is of great significance. At the same time, today's market competition is no longer enterprise and the competition between the enterprises, but the supply chain and the competition between the supply chain, logistics customer service to its customers not only enterprise can produce various aspects of the influence, but also to the customer in the enterprise supply chain the influence of the overall influence. Based on this, this dissertation proposes from perspectives of supply chain logistics customer service performance evaluation, the main research contents and innovative achievements summarized as follows:
First, we have characterized the logistics customer service performance evaluation and proposed an evaluation method. On the analysis of the logistics customer service characteristics and logistics customer service performance evaluation principles should be followed, and on the basis of of all kinds of performance evaluation method, this dissertation is to comparative study, including supply chain performance evaluation model analysis and choice and logistics customer service performance evaluation methods of analysis and comparison, put forward under the perspective of supply chain logistics customer service performance evaluation method:with the Delphi method choice evaluation index, using the fuzzy analytic hierarchy process to determine the weights of the index.
Second, we have proposed a logistics customer service performance evaluation index system based on the perspective of supply chain, we used the Delphi method to select the time, cost and quality as the primary index, puts forward can reflect the whole supply chain more secondary indexes, such as the completion of orders for cycle time, cost allocation and perfect order fill rate, for every evaluation index of the meaning and the qualitative and quantitative index are classified, and the fuzzy analytic hierarchy process to the influence of every evaluation index function size (i.e. weight) is analyzed and calculated, and draw the conclusion that time in the supply chain, from the perspective of logistics index customer service performance evaluation than the influence of cost index and quality index more important conclusion.
Besides, we have proposed a logistics customer service performance evaluation process and control mechanism based on the perspective of supply chain. We used PDCA management thoughts in this dissertation, from the perspective of supply chain logistics customer service performance evaluation process, and put forward the control of all the evaluation link points:to supply chain strategy as a starting point, establish the logistics customer service performance target system; According to the evaluation index of the nature and characteristics of the evaluation method select a specific; Implement logistics customer service performance evaluation; According to the evaluation results of assessment system for continuous improvement.
Finally, we have concluded the performance elevating strategies for logistics customer service. In view of the current enterprise logistics customer service, the main problems of illuminates the logistics customer service performance improvement ideas and focus, and separately from the time, cost and quality put forward three logistics customer service performance improvement strategy. Should pay attention, some indicators there is a reciprocal relationship between, so in practice should be based on the characteristics of the enterprise and supply chain grasp the strategy for the implementation of dynamics, to ensure the optimization of supply chain performance.
提出了物流客户服务绩效评价特点与评价方法。在分析物流客户服务特点及物流客户服务绩效评价应遵循的原则的基础上,本文对各类绩效评价方法进行了比较研究,包括供应链绩效评价模型的分析与选择以及物流客户服务绩效评价方法的分析与比较,提出了供应链视角下物流客户服务绩效评价方法：用德尔菲法选择评价指标,用模糊层次分析法确定各指标的权重。
设计了基于供应链视角的物流客户服务绩效评价指标体系。应用德尔菲法甄选出时间、成本和质量作为一级指标,提出了更能体现供应链整体性的二级指标,如订单完成周期时间、成本分摊和完美订单满足率,对每个评价指标的含义及定性、定量指标进行了划分,并用模糊层次分析法对各评价指标的影响作用大小(即权重)进行了分析计算,得出了时间指标在供应链视角下物流客户服务绩效评价中的影响作用比成本指标和质量指标更为重要的结论。
构建了基于供应链视角的物流客户服务绩效评价流程与控制机制。运用PDCA管理思想,本文设计了供应链视角下物流客户服务绩效评价流程,并提出了各个评价环节的控制要点：以供应链整体战略为起点,建立物流客户服务绩效目标体系；根据评价指标的性质和特点选择具体的评价方法；组织实施物流客户服务绩效评价；根据评价结果对评价系统进行持续改进。
给出了物流客户服务绩效提升策略。针对当前企业物流客户服务存在的主要问题,阐明了物流客户服务绩效提升思路和着力点,并分别从时间、成本和质量三个方面提出了物流客户服务绩效提升策略。应注意的是,有些指标之间存在着此消彼长的关系,因而在实践中应根据企业和供应链的特点把握各策略的实施力度,以保证供应链整体绩效的最优化。
By providing various customers service activities, enterprises can not only effectively enhance competition ability, but also achieve good customer satisfaction, customer loyalty and enterprise performance. Therefore, how to analyse and evaluate the enterprises' existing logistics customer service, and then provides the high-quality service for the customer is particularly important. However, the logistics activity and the diversity and complexity of the main body of the management of many, decide the logistics customer service performance evaluation index of multidimensionality. So, how to choose reasonable index and methods for the right to measure customer service logistics performance is of great significance. At the same time, today's market competition is no longer enterprise and the competition between the enterprises, but the supply chain and the competition between the supply chain, logistics customer service to its customers not only enterprise can produce various aspects of the influence, but also to the customer in the enterprise supply chain the influence of the overall influence. Based on this, this dissertation proposes from perspectives of supply chain logistics customer service performance evaluation, the main research contents and innovative achievements summarized as follows:
First, we have characterized the logistics customer service performance evaluation and proposed an evaluation method. On the analysis of the logistics customer service characteristics and logistics customer service performance evaluation principles should be followed, and on the basis of of all kinds of performance evaluation method, this dissertation is to comparative study, including supply chain performance evaluation model analysis and choice and logistics customer service performance evaluation methods of analysis and comparison, put forward under the perspective of supply chain logistics customer service performance evaluation method:with the Delphi method choice evaluation index, using the fuzzy analytic hierarchy process to determine the weights of the index.
Second, we have proposed a logistics customer service performance evaluation index system based on the perspective of supply chain, we used the Delphi method to select the time, cost and quality as the primary index, puts forward can reflect the whole supply chain more secondary indexes, such as the completion of orders for cycle time, cost allocation and perfect order fill rate, for every evaluation index of the meaning and the qualitative and quantitative index are classified, and the fuzzy analytic hierarchy process to the influence of every evaluation index function size (i.e. weight) is analyzed and calculated, and draw the conclusion that time in the supply chain, from the perspective of logistics index customer service performance evaluation than the influence of cost index and quality index more important conclusion.
Besides, we have proposed a logistics customer service performance evaluation process and control mechanism based on the perspective of supply chain. We used PDCA management thoughts in this dissertation, from the perspective of supply chain logistics customer service performance evaluation process, and put forward the control of all the evaluation link points:to supply chain strategy as a starting point, establish the logistics customer service performance target system; According to the evaluation index of the nature and characteristics of the evaluation method select a specific; Implement logistics customer service performance evaluation; According to the evaluation results of assessment system for continuous improvement.
Finally, we have concluded the performance elevating strategies for logistics customer service. In view of the current enterprise logistics customer service, the main problems of illuminates the logistics customer service performance improvement ideas and focus, and separately from the time, cost and quality put forward three logistics customer service performance improvement strategy. Should pay attention, some indicators there is a reciprocal relationship between, so in practice should be based on the characteristics of the enterprise and supply chain grasp the strategy for the implementation of dynamics, to ensure the optimization of supply chain performance.
引文
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