【作者】 江涛；

【导师】 刘明菲；

【作者基本信息】 武汉理工大学 ， 企业管理， 2008， 硕士

【摘要】 当前,市场环境日新月异,市场竞争日益激烈,物流企业面对的是越来越复杂的市场环境,在这一复杂环境中,由于各个层面的因素影响,企业和购买顾客的企业之间很微妙,充满着不确定性。现代物流业与客户之间,是一种伙伴关系、双赢关系和同盟关系。现代物流业的服务性质是多功能的,增值服务多,供应链因素多,再加上现代物流要求提供最适宜的运输工具、最便捷的联运方式、最短的距离、最适宜的包装、最少的仓储、最短的时间、最快的信息和最佳的服务等,现代物流业风险有增无减。现代企业要在激烈的竞争中立于不败之地,必须认真审视企业环境,必须采取有效的风险管理和控制措施,做好风险预警、风险管理决策工作。本文所作风险预警管理研究的目的即在于此。本文以顾客价值理论、风险预警管理理论为基础,综合运用管理学、数学等学科领域的知识和方法,以基于顾客价值的风险为研究对象,分析顾客价值对物流企业经营的影响,进一步分析了物流企业为顾客服务的过程中可能产生的各种风险,并进行预警和防范。在建立风险预警评价指标体系的基础上,应用灰关联分析评价方法对营销风险进行量化评价,以期为现代物流企业的风险预警管理工作提供新的思路和更为有效的解决方案。本研究主体部分共包括四个部分:一是阐述有关理论,包括顾客价值理论和风险预警理论两大方面;二是顾客价值对物流企业风险的作用机理;三是建立基于顾客价值基础上的物流企业风险预警管理评价体系,包括预警评价指标体系的建立和预警管理综合评价方法两大方面,并运用灰关联分析法进行分析;四是对风险预警管理决策的研究。本文进行了基于顾客价值的物流企业风险预警理论分析,构建了物流企业风险评价指标体系,并建立了风险评价模型。探讨了物流企业基于顾客基础上的风险预警管理决策。在当前的物流产业发展的形势下,有一定的指导作用。更多还原

【Abstract】 At present,the market environment changing everyday and market competition is becoming increasingly fierce,logistics enterprises are facing increasingly complex market environment.In this complex environment,it is very subtle and uncertain between enterprises and customer enterprises for all levels of factors.Modern logistics industry and customers are partners,there is a win-win and alliance relationships between them.The service nature of modern logistics industry is multifunctional,there are many value-added sevice and supply chain factors,it need the best and most convenient transport,the shortest distance the most suitable packaging,the smallest warehousing,the least time,the fastest and best service information and so on,so the risks of modern logistics industry are increasing. Modern enterprises must seriously examine the business environment,and effective risk management,control measures,proper risk warning,risk management decision-making are needed too,if they want to be invincible in such fierce competition.That is the purpose of this study.Based on the management science and risk-warning management theory,we studied the effects of the logistics business on the customer value by means of mathematics,management and other knowledge.Further more,we wanted to find all kinds of risks that appeared on the process of the logistics enterprises service customers,and try to do something for defence and early warning.In the establishment of a risk evaluation index system,it could quantifying marketing risks and provided new ideas and more effective solutions for assessment with a view on modern logistics enterprises by use gray relational analysis and evaluation methods.There were four main parts in this study:The first part was the description of the theory,including the theory of customer value and risk warning.The second part was action mechanism of customer value based on logistics enterprise.The third part built the logistics of enterprise risk warning management evaluation model on the basis of customer value system,including the establishment and management of warning.The fourth part was the risk management strategies of warning.In this theis,it analyzed the theory of the logistics enterprise risk warning and logistics enterprise risk evaluation index system on the base of the customer value, then established a risk assessment model,and inquired into logistics enterprises risk management decision-making.There are some guiding actions for logistics industry with the development of it.更多还原