当代物流企业的服m务创新.doc

中央广播电视大学开放教育 天津广播电视大学本科毕业论文 当代物流企业的服务创新 作者：杨健 分校：北辰分校 专业：物流管理 年级：09秋 学号： 指导老师：王君 日期：2011年10月 当代物流企业的服务创新 摘要:我国大部分物流企业仍然主要在提供运输、仓储等功能性物流服务，通过比拼功能服务价格进行市场竞争。要改变这种状况，一个重要方面就是要超越传统物流服务模式，在服务理念、服务内容和服务方式上实现创新。首先，要认清一体化物流与功能性物流在服务性质、服务目标和客户关系上的本质区别，树立全新的服务理念；其次，要在运输、仓储、配送等功能性服务基础上不断创新服务内容，实现由物流基本服务向增值服务延伸，由物流功能服务向管理服务延伸，由实物流服务向信息流、资金流服务延伸，为客户提供差异化、个性化物流服务；同时，要根据客户需求，结合物流企业自身发展战略，与客户共同寻求最佳服务方式，实现从短期交易服务到长期合同服务，从完成客户指令到实行协同运作，从提供物流服务到进行物流合作。 关键词：物流 一体化物流 服务 创新 Modern logistics service innovation Abstract：The majority of logistics enterprises in China are still mainly in the provision of transport, warehousing and other functions of logistics services, through the competition function service price in market competition. To change this situation, an important aspect is to go beyond the traditional logistics service mode, the service concept, service contents and modes of innovation. First of all, to recognize the integration of logistics and logistics in the nature of the service function, service objectives and customer relationship of the essence, establish a new service concept; secondly, the transport, warehousing, distribution and other functional service on the basis of constant innovation of service content, implementation by logistics basic services to value-added service extension, by the functions of logistics services to the management of service extension, by logistics services to information flow, capital flow extension services, for customers to provide differentiated, personalized logistics services; at the same time, according to customer demand, combined with the logistics development strategy of enterprise itself, together with our customers to seek the best service, from short-term trading services to long-term contract services, from customer orders completed to implement the cooperative operation, from the provision of logistics services to carry out logistics cooperation. Key words: logistics, integrated logistics