基于六西格玛管理的电商物流服务质量改进
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摘要
随着电子商务的快速发展,物流服务成为普通消费者生活享受服务的重要组成部分。物流服务作为电子商务实体产品转移的支柱产业,其服务质量的好坏对电子商务的发展起着重要作用,围绕电子商务环境下物流服务质量控制展开,通过当前电商客户对物流服务质量客观评价、反馈,寻找物流服务存在的问题,运用六西格玛及精益管理思想、技术为电商物流服务质量的提高提出改进建议
With the rapid development of e-commerce, logistics services has become an important part ofthe lives of ordinary consumers. Logistics service,as the pillar industry of product transfer of e-commerce enti-ties,plays an important role in the development of e-commerce. This paper focuses on the quality control of lo-gistics service under the e-commerce environment. Through the objective evaluation and feedback from currente-commerce customers on the quality of logistics service,it seeks the existing problems in logistics service. By-applying the Six Sigma and management ideas and techniques,this paper puts forward some suggestions to im-prove the service qualities of logistics for electronic commerce.
With the rapid development of e-commerce, logistics services has become an important part ofthe lives of ordinary consumers. Logistics service,as the pillar industry of product transfer of e-commerce enti-ties,plays an important role in the development of e-commerce. This paper focuses on the quality control of lo-gistics service under the e-commerce environment. Through the objective evaluation and feedback from currente-commerce customers on the quality of logistics service,it seeks the existing problems in logistics service. By-applying the Six Sigma and management ideas and techniques,this paper puts forward some suggestions to im-prove the service qualities of logistics for electronic commerce.
引文
[1]何桢.六西格玛管理[M].北京:中国人民大学出版社,2014.
[2][4]孙博裕.精益六西格玛在物流管理中的应用[J].当代经济,2014(19):64-65.
[3]李爱彬,宋艳秋.基于顾客满意度的第三方物流企业服务质量评价研究[J].上海管理科学,2018(5):102-105.
[5]罗伟.网购物流服务质量与满意度及再购意愿的关系研究[D].苏州:苏州大学,2018:8-19.
[2][4]孙博裕.精益六西格玛在物流管理中的应用[J].当代经济,2014(19):64-65.
[3]李爱彬,宋艳秋.基于顾客满意度的第三方物流企业服务质量评价研究[J].上海管理科学,2018(5):102-105.
[5]罗伟.网购物流服务质量与满意度及再购意愿的关系研究[D].苏州:苏州大学,2018:8-19.