A集团物流服务水平改进方案探讨

上海交通大学硕士学位论文A集团物流服务水平改进方案探讨姓名：张翅申请学位级别：硕士专业：工商管理指导教师：徐丽群20080601AAAA5ITAABCA982080%AAAAAAAAABCTHEIMPROVEMENTSOLUTIONFORLOGISTICSSERVICELEVALOFAGROUPABSTRACTAGroupisanintegratedlogisticsproviderintermsofimportandexport,logistics,Forwarding,customsdeclaration,aswellascustomsinspectionsoastoprovidevarioussolutionstotheclients.TheclientscomefromdifferentindustrieslikeHighTech,Machinery,Luxurygoods,andTelecommunicating.TheclientsgroupcouldbeevidencedbyParetolaw(20/80)aftertheABCanalysis,whichisabout20outof98clients,havecovered80%ofentirerevenue.Thus,AGrouphascomeupwithrespectiveservicestrategyinthedailyoperationsaccordingly.However,AGroupdidnotfullysatisfythecustomers’requirementsinthedaytodayoperationsbyinvestigationuponthecustomers’satisfaction.Therefore,thepaperwillseektherootcausesintermsofSOP,OrganizationChart,institutionalmechanismandperformanceassessment,andsoforth.Moreover,therecommendationwillhelptheAGrouptooptimizetheprocessoncustomer’sservicesbythestudyon‘ValueChain’andfacilitatetheimprovementofO-chart,Mechanism,andPerformance.Furthermore,bystudyingtheCustomerRelation,wecandiscoverthefeasibilityandimperativenessofdifferentiatedmanagementoncustomers’services.Consideringthepracticalcondition,thepaperwillcomeupwithaproposalonthedifferentiatecustomerservice.Finally,thepaperwillsuggestanarrayofspecificationintheprocessofimplementingtheoptimizationofcustomerserviceanddifferentiatedcustomerservice.KEYWORDS:ABC,ValueChain,Customersatisfactionpoll,differentiatedcustomerservice20086MBAA1ABCAMBAA2AMBAA3111ThirdPartyLogisticsABCMBAA411FIGURE1ThreeKindsofThirdPartyLogisticMBAA5123468023.33%26.9%34.48%12.77%18%20%20%24%16%11%25%10%35%57%80%200733.825.5%1.72007750317.2%0.517.9%0.120071954116.2%0.920061.3[2]20101200020082760MBAA6A132MBAA72FIGURE2ResearchStructureoftheThesisAAABCAAAAAAAAMBAA8AAABCAAAAAMBAA92A2.1AA1998200452000ISO90012000365AAInHouseMBAA10GPS100002.2AMBAA11A3MBAA12IT3FIGURE3CompanyStructureMBAA132.3A4MBAA144FIGURE4LogisticServiceProcess2.4A241ITIT24----/--------------------MBAA15242ABCABCABCABCabcABCABCABC18791951HFDickieABC19511956ABC1963PFDruckerABC80%20%20%80%ABCAABCMBAA1611)2)3)ABCABC70%80%A10%20%B10%C4)ABCABCABC2ABCABC[3]2.4.3ABCA200680%9820200653186ABC60%A20%BC1MBAA171Table1CustomerSortofShippmentTOP20CustomerinY2006Shipment(Hb#)%1A12,32723.18%2B10,64020.01%3C8,05715.15%A4D4,4688.40%5E4,4528.37%6F3,5136.61%B7G7801.47%8H4710.89%9I4320.81%10J4290.81%11K3570.67%12L1750.33%13M1690.32%14N1540.29%15O1390.26%16P1300.24%17Q1140.21%18R920.17%19S790.15%20T610.11%CTotalVolume(2006)53,186100.00%2.5AAMBAA1820310450%19322MBAA192Table12CustomerSortofRevenueTOP20CustomerinY2006REVENUE1A06,294,9141,156,492467,02179184282B05,433,4301,000,637380,05568141224D2,236,7582,352,198910,040213,50657125025E2,203,9782,343,775885,462103,58155367963C04,156,810945,031251,89253537336F1,256,4371,849,434832,095108,67540466417G982,156418,847734,02786,903222193312L1,065,37896,736185,60954,89714026209I536,271231,977423,092011913408H0252,919687,23974,586101474411K387,690191,703265,57255,64090060510J257,860230,366287,423077564917Q257,92063,01793,27838,67245288713M119,24593,419169,970038263414N90,76885,128148,94646,02037086219S115,32943,669109,635026863316P56,89071,86158,79239,98522752815O122,19076,8360019902620T89,32133,71929,76521,09917390418R050,85582,99727,5631614159,778,19224,371,6149,006,1021,970,09545126002MBAA202.6AAAAABBCA2.7A2.7.1CSR(ConsumerSatisfactionalResearch)CSRSWOTMBAA21CRM123[5]2.7.2A2001861353MBAA223Table3ResuleofCustomerSatisfactionResearch1259854922110348143241124374261194015291262656241094310732111394815133371123MBAA233A3.1123.2MBAA243.33.4-12MBAA2533.5MBAA264A4.14.1.1ValueChainMichaelEPorter1985activityJohnshank(V.Gowindarajan)ROAJeffereyF.RayportJohnJ.Sviokla1995marketplacemarketspaceMBAA27MercerAdrianSlywotzkyMBAA28-[4]4.1.2MBAA29MBAA30------4.24.2.151VIP2ISO90012000MBAA313MBAA32IT5FIGURE5RevisedCompanyStructureMBAA334.2.212346MBAA346FIGURE6RevisedLogisticServiceProcess4.2.31----/--------------------MBAA353MBAA365A5.15.1.1(CustomerRelationshipManagement,CRM),GartnerGroup1980(ContactManagement),1990Customercare74%15%11%[6]MBAA37300nInternetMBAA385.1.2CRMGartnerGroupHurwitzGroupCRMCRMCRMCRMCRMCRMCRMWebMBAA39IBMIBM[6]CRMCRMSolutionCRMInternetCRMCRMCRM123CRMCRM(GallupCRMITITCRMCRMITMBAA40CRMCRM5.1.35%20%ABCMBAA415.2ABCABC1.VIPVIP2.VIPVIPVIPMBAA423.VIPVIPVIPVIP77VIPFIGURE7VIPCustomerDivisionbeforeSortVIP88VIPFIGURE7VIPCustomerDivisionafterSortVIPA/B/CVIPA/B/DVIPC/D/EVIPB/C/DMBAA436A6.16.2MBAA446.3KPIMBAA457A1ABC23AAMBAA46[1]2007[2]2002[3]2005[4]2001[5]NigelHill,JimAlexander2004[6]2005[7]BobLowsonRussellKingAlanHunter2006[8]RaviAnupindiSunilChopraSudhakarD.DeshmukhJanA.VanMieghemEitanZemel2003[9]ChristianGronroos2004[10]2004[11]2003MBAA47MBAMBAMBAMBAMBAMBAMBAA48[1]20062008A集团物流服务水平改进方案探讨作者：张翅学位授予单位：上海交通大学相似文献(10条)1.学位论文罗显敏区域物流服务绩效评价研究2007自法国学者戈特曼1957年提出“大都市经济圈(带)”概念以来，以区域为空间的经济发展模式成为当今的主流经济发展模式之一。我国政府全面审视当前经济发展形势，按照因地制宜、协调发展的思想，提出了西部大开发、中部崛起等战略规划，基本形成了东、中、西部区域经济体系。构建富有活力的区域网络平台，促进区域经济持续、稳定地发展成为区域经济研究领域中的重大课题。区域物流是区域经济