物流英语

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。Levelsofcustomerservice客户服务水平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?Chapter3Logisticsprocesses第3章物流过程Introduction引言Theimportanceoflogisticsprocesses物流过程的重要性Keylogisticsprocesses关