全面质量管理方法在物流企业中的应用研究

I摘要质量是任何企业生存和发展的根本，也是企业竞争取胜的关键。因此，积极推进全面质量管理，不断提高质量管理水平，便成为企业管理的一项重要任务。首先论文对我国物流企业质量管理领域的众多研究成果进行了一次全面的梳理，针对目前质量管理研究方面存在的问题，结合全面质量管理的思想，以物流企业为对象，将现代质量管理的主要思想、方法在物流企业中的应用进行了全面的阐述。其次，本文还建立了一套全面质量管理评价指标体系，对全面质量管理实施的效果进行评估。最后，还对物流企业如何提高服务水平提出了建设性的意见，以期能够为我国物流企业开展质量管理工作提供参考，规范质量管理活动，提高质量管理效果。关键词：全面质量管理方法，物流质量，物流服务水平，质量管理评价指标IIAbstractDevelopmentofanyenterprisemustattachimportancetoquality,andthequalityisthekeyforenterprisetowininthecompetition.Therefore,ithasbecomeaimportanttaskforenterprisemanagementopromoteTotalqualitymanagemenactivitilyandenhancethelevelofqualitymanagementconstantly.Atfist,thisthesismakesacomprehensivecombingonthenumerousachievementsofresearchinthefieldofqualitymanagementforourcountry’slogisticsenterprises.Inconnectionwiththeproblemexistingintheresearchofqualitymanagement,thisthesis,aimingatlogisticsenterprisesandintegratingthethoughtofTotalqualitymanagement,givesasystematicelaborationabouttheapplicationofmainideasandwaysofmodernqualitymanagementinlogisticsenterprises.ItalsoestablishedanindexsystemfortheevaluationonTotalqualitymanagement.Atlast,someconstructiveopinionsabouthowtoimprovetheserviceleveloflogisticsenterpriseshavebeenputforwardsoastobeabletoofferreferenceforourcountry’slogisticsenterprises’carryingouttherelatedwork,toregulateitsrelatedactivitiesandtoimproveitseffect.Keywords:Totalqualitymanagementmethods，Logisticsquality，theleveloflogisticssevice，Qualitymanagementevaluationindexi目录前言.........................................................................................................................................11全面质量管理的基本理论......................................................................................................31.1物流企业质量管理的理论............................................................................................31.1.1物流质量的定义..................................................................................................31.1.2物流质量管理的定义..........................................................................................31.1.3物流企业质量管理的基本特点..........................................................................31.1.4物流质量管理原则..............................................................................................41.1.5物流质量管理的内容..........................................................................................41.2全面质量管理理论........................................................................................................51.2.1全面质量管理的演变..........................................................................................51.2.2全面质量管理的定义..........................................................................................61.2.3全面质量管理的特点..........................................................................................61.2.4全面质量管理的要求..........................................................................................61.2.5全面质量管理的意义..........................................................................................71.2.6全面质量管理的方法..........................................................................................82物流企业质量管理现状分析..................................................................................................92.1我国物流企业质量管理现状分析................................................................................92.2山东省物流企业质量管理现状..................................................................................102.3全面质量管理在物流企业实施的必要性..................................................................113物流企业全面质量管理方法的运用....................................................................................133.1PDCA............................................................................................................................133.1.1PDCA循环的含义.............................................................................................133.1.2PDCA的特点.....................................................................................................133.1.3PDCA的四个阶段和八个步骤及应用的方法.................................................143.2排列图法及其在物流企业中的应用..........................................................................143.2.1排列图的含义....................................................................................................153.2.2排列图的步骤....................................................................................................153.2.3排列图应用案例................................................................................................153.2.4使用排列图注意事项........................................................................................173.3因果分析图及其在物流企业中的应用......................................................................173.3.2因果分析图的步骤............................................................................................173.3.3因果分析图（鱼骨图）的绘制........................................................................183.3.4因果分析图注意事项........................................................................................19ii3.4六西格玛（6σ）管理法..............................................................