【作者】 王慧；

【导师】 田曦；

【作者基本信息】 南京农业大学 ， 工商管理硕士（专业学位）， 2017， 硕士

【摘要】 近年来,互联网快速发展,电子商务尤其是网络购物异军突起,逐步推动中国消费市场的转变。电子商务的火爆发展,也带动了快递市场发展迅猛,为各类快递企业的规模发展创造了条件。中国邮政集团公司自推出快递包裹业务以来,业务量实现爆发式增长。由于快递行业成长速度过快,L在发展中暴露出不少服务质量问题,比如:投递服务质量不高、投递人员素质较差、售后处理效率低下等,尤其是“最后一公里”服务的瓶颈尚未打破。这些问题影响了客户对于快递产品的体验,制约了快递业务的发展,从而也影响了电子商务市场的扩大。随着生产力的不断提升,中国邮政集团公司对于快递业务发展有着与时俱进的标准和要求,作为快递行业中的国有企业,这些改进也影响着快递市场的发展。作为主推产品的邮政快递包裹,在运营过程中凸显了许多质量问题。邮政快递包裹业务整个流程的运作对于时限性要求、投递质量等方面的提升有着重大的影响。因此,本文从邮政快递包裹业务流程现状入手,详细地描述了邮政快递包裹业务的整个流程,对业务流程的构成环节分别进行了评价;使用鱼骨分析图对服务质量不高的因素进行了分析,运用5WHY分析法找出影响服务质量的根本原因。本文以L市分公司为例,利用ESCRI法、节约里程法、实证案例分析法等具体优化了投递、客服以及企业组织架构方面,明确了优化方案。这其中投递环节的优化是重点,通过优化前后的对比凸显了优化的效果,人员得到盘活、时限得到缩短、质量提到提升,“最后一公里”问题得到一定程度的解决。本文通过对邮政快递包裹业务流程的分析和优化研究,可以为提高快递服务质量、解决“最后一公里”问题提供一些启发性建议,对于快递市场的长远发展,提供稍许的参考价值。更多还原

【Abstract】 In recent years,the rapid development of the Internet,e-commerce,especially online shopping suddenemergence,and gradually promote the transformation of China’s consumer market.The rapid development of e-commerce,but also led to the rapid development of the express market for all types of express delivery of the scale to create the conditions.China Post Group since the introduction of express parcel business,the business volume to achieve explosive growth.As the express industry grew too fast,in the development of a lot of service quality problems exposed,such as:delivery service quality is not high,poor delivery staff quality,low efficiency after-sales,etc.,especially the "last mile" service bottleneck has not yet break in.These problems affect the customer experience for courier products,restricting the development of express delivery business,which also affected the expansion of e-commerce market.With the continuous improvement of productivity,China Post Group for the development of express delivery business with the times of the standards and requirements,as the express delivery industry in the state-owned enterprises,these improvements also affect the development of express delivery market.As the main push products postal delivery parcels,in the course of the operation highlights a number of quality problems.The operation of the entire process of postal delivery parcel business has a significant impact on the improvement of time limit requirements and delivery quality.Therefore,this article from the postal express parcel business process status,detailed description of the postal courier parcel business of the entire process,the composition of the business process were evaluated;The factors influencing the quality of service were analyzed by using the fish bone analysis chart,and the root cause of service quality was found by 5WHY analysis.In this paper,L City Branch,for example,the use of the ESCRI method,saving mileage,empirical case analysis and other specific optimization of the delivery,customer service and corporate organizational structure,clear the optimization program.Which is the focus of the delivery link optimization,through the optimization of the contrast before and after highlighting the optimization of the results,staff get revitalized,the time is shortened,the quality of mention to enhance the "last mile" problem to a certain extent.This paper can provide some enlightening suggestions for improving the quality of express service and solve the problem of "last mile" through the analysis and optimization of the business process of postal courier parcel,which can provide a little reference value for the long-term development of express delivery market.更多还原