精益六西格玛在快递服务质量管理中应用研究的探讨.pdfVIP

摘要 随着市场竞争的逐渐加剧，快递企业面临着巨大的挑战和压力。不健全的管理方式和 低下的服务质量无法使快递企业获得核心竞争力，难以实现企业规模扩张和效益增加。在 我国快递企业引入精益六西格玛质量管理的理论和方法，可以优化快递流程、改进管理方 式、降低成本、提高服务质量水平和客户满意度，从而提升快递企业的核心竞争力，促进 快递行业的持续快速发展。 本文在综合国内外相关文献研究成果的基础上，对精益六西格玛在我国快递业的实际 应用进行深入研究。首先，从快递企业自身的角度对我国快递市场和快递企业的发展现状 做出分析，并从市场、管理、技术、人员等方面分析了我国快递企业所面临的主要问题； 其次，从企业运营角度对比分析质量管理在制造业和服务业中应用的异同，分析精益六西 格玛为快递企业带来的优势，进而提出精益六西格玛在快递企业中应用所涉及的关键问 题；最后，将精益六西格玛的方法和工具运用于国内某邮政速递物流公司，运用 DMAIC 方法对提升该公司的及时妥投率进行实证分析，实践应用表明，快递企业应用精益六西格 玛理论和方法能够优化其作业指标。 精益六西格玛在快递业的应用，不仅拓展了质量管理在服务业中应用领域，而且能够 优化快递流程、降低作业成本，优化服务质量，促进客户满意度和行业竞争力的提升。 关键词：精益六西格玛；快递业；及时妥投率；质量管理；DMAIC I ABSTRACT Along with the gradually intensifying of market competition, express enterprises are facing a great challenge and pressure. Unfit management method and low service quality fail to make the enterprises gain the core competitiveness, enlarge its scale and increase its income. By applying the theory and method of the Lean Six Sigma (LSS) in express service, it can optimize the process of express and the management method, reduce cost, improve the service quality and customer satisfaction, so as to improve the core competitiveness and promote lastly fast development of express service. Based on the related literature and research results at home and abroad, this paper makes further study on the application of LSS in express service. Firstly, it analyzes the express market and the situation of express enterprises from the point of companies’ own view, as well as the primal problems that companies faced from the side of market, management, technology and staff of express enterprises. Furthermore, it makes a comparative analysis for the use of Quality Management in manufacturing and service industry from the point of view