物流英语PPT终稿

PartⅠGeneralReviewofLogistics第一部分物流概述Introductiontologistics物流简介Customerserviceandlogistics客户服务与物流Logisticsprocesses物流过程Chapter1Introductiontologistics第一章物流简介Introduction前言Definitions定义Elementsoflogistics物流因素Importanceoflogistics物流的重要性Summary小结Introduction前言Inamilitarysense,theterm“logistics”encompassestransportorganization,armyreplenishmentsandmaterialmaintenance.在军队意识中，“物流”这个专有名词就围绕着运输组织、军事补充和物资养护。Definitions定义Logistics(businessdefinition)行业定义Logistics(militarydefinition)军事定义美国物流管理协会定义加拿大物流管理协会定义Elementsoflogistics物流因素Storage,warehousingandmaterialshandling储存，仓储和物料搬运Transportation运输Inventory库存Informationandcontrol信息和控制Packagingandunitization包装和单位化Importanceoflogistics物流的重要性Logisticsisanimportantactivitymakingextensiveuseofthehumanandmaterialresourcesthataffectanationaleconomy.物流是一项影响国民经济，充分利用人力和物料资源的重要活动。Summary小结Inthisinitialpartanumberofsubjectshavebeenintroduced.Thesewillbeexpandedinsubsequentchaptersofthebook.Theimportantelementsoflogisticshavebeendescribed,andtheimportanceoflogisticswasintroduced.Newwordsandspecialterms生词和短语logisticsn.物流；后勤；后勤学replenishmentn.补给；补充provisionn.供应；(一批)供；预备；防备；规定outgoingn.外出；开支；流出frameworkn.构架；框架；结构inboundadj.内地的；归航的outboundadj.开往外地的；开往外国的inventoryn.详细目录；存货；财产清册；总量systematicadj.主系统的；体系的tangibleadj.切实的intangibleadj.难以明了的；无形的warehousingn.仓库费；入仓库；仓库贮存commodityn.日用品Questions思考题1．Whatisthelogistics?2．Whatdoestheterm“logistics”originatefrom?3．Howdoyoucomprehend“logistics”encompassesmuchmorethanjustthetransportofgoods?4．Whatareincludedintheelementoflogistics?5．Inyouropinion,whatistheimportanceoflogistics?Chapter2Customerserviceandlogistics客户服务与物流Introduction引言Thecomponentsofcustomerservice客户服务的组成Customerservicepolicy客户服务政策Levelsofcustomerservice客户服务水平Measuringcustomerservice衡量客户服务Summary小结Introduction引言Theultimatepurposeofanylogisticssystemistosatisfycustomers.任何物流系统的最终目的都是为了满足顾客的需要。Thecomponentsofcustomerservice客户服务组成1.Pre-transactionelements交易前的客户服务要素2.Transactionelements交易中的客户服务要素3.Post-transactionelements交易后的客户服务要素Pre-transactionelements交易前元素Writtencustomerservicepolicy书面的客户服务政策Accessibility可接近性Organizationstructure组织结构Systemflexibility系统灵活性Transactionelements交易中元素Ordercycletime订单周期时间Inventoryavailability存货可得性Orderfillrate订单完成率Orderstatusinformation订货信息状态Post-transactionelements交易后元素Availabilityofspares备用存货可用性Call-outtime出动服务时间Producttracing/warranty产品追踪和质量保证Customercomplains,claimsetc.客户抱怨，索赔等Customerservicepolicy客户服务策略Anunderstandingofthedifferentmarketsegmentsthatexist;理解存在的不同细分市场；Anawarenessofthecustomersneedsorperceivedneedswithinthissegmentation;在不同的细分市场里发掘客户需求；Thedeterminationofclearlydefinedandquantifiablestandardsofcustomerserviceinrelationtothedifferentmarketsegments;对于不同的细分市场，确定清晰明确的可量化的客户服务标准；Aunderstandingofthetrade-offbetweenthecostsandlevelsofcustomerservice;理解客户服务成本与水平之间的交换关系；Measurementoftheserviceprovided;and衡量所提供的服务；Liaisonwithcustomerstoensureanunderstandingandappreciationoftheserviceprovided.联系客户以确保理解和正确评价所提供的服务。图2.1建立客户服务策略的途径识别主要的服务元素确定每个服务元素的相对重要性确定公司目前所提供服务水平的竞争力确定不同细分市场截然不同的服务需求开发特定的客户服务组件确定监督和控制程序Levelsofcustomerservice客户服务水平图2.2成本和服务水平的关系Measuringcustomerservice衡量客户服务Thenumberoforderscompletelysatisfied,say18outoff20,overaperiod(90%);某一时期内完成订单的数量（90%）；Thenumberoflinesdeliveredfromasingleorder,say75outofthe80linesrequested(94%);单一订单要求的生产线数量（94%）；Thenumberoflineitemsorcasesdeliveredfromasingleorder;say75outofthe80linesrequested,butonly1,400ofthe1,800totallineitems(78%);单一订单中获得生产线上品种数量；80条线上需要75条，而1800条总线上仅需1400条（78%）；thevalueoftheordercompleted,saymorethan￡900order(83%).订单的完成价值，超过900英镑（83%）。Orderreceipttoorderentry;订单接收到订单进入；Orderentrytoallocationforpicking;订单进入捡货阶段；Allocationtodispatch;理货；Dispatchtodelivery.发货。Deliveredcompletetothequantitiesordered;完全运输合格订单；Deliveredexactlytothecustomersrequesteddateandtime;在要求的日期和时间准确运输到客户手中；Nodeliveryproblems(damager,shortage,refusal);没有运输问题（破损、短缺、拒收）；Accurateandcompletedeliverydocumentation.准确而又完全的运输文件。Summary小结Thisparthasconsideredsomeofthekeyaspectsofcustomerserviceandlogistics.Themajorcomponentsofcustomerserviceweredescribed.Theyweresummarizedas:Pre-transactionelements;Transactionelements;Post-transactions.Theneedforanappreciatecustomerservicepolicewasemphasized.Anapproachfordevelopingsuchapolicywasoutlined.Theimportanceofaccuratecustomerservicemeasurementwasexplained.Differentmeasuresoforderfulfillmentweredescribed.Newwordsandspecialterms生词和短语schedulingn.时间进度安排payrolln.薪水册measurementn.度量segmentn.细分reliabilityn.可靠性availabilityn.可得性frequencyn.频率interactionn.交互作用,交感transactionn.交易flexibilityn.灵活性tracev.追踪warrantyn.质量保证书dispensev.分发,分配liaisonn.联络feasibleadj.可行的revenuen.收益assessv.估价timelinessn.及时性discreteadj.不连续的,离散的dispatchv.调度,发送refusaln.拒绝Questions思考题Whatarethecomponentsofcustomerservice?Pleasedescribepre-transactionbyexamples?Whatareincludedinthecustomerservicepolicy?DescribeFigure2.1inyourownwords?Howtomeasurecustomerservice?DescribeFigure2.2inyourownwords?Chap