【毕业论文】顺丰速运有限公司顾客服务绩效评价研究.doc

毕业设计（论文） 题目：顺丰速运有限公司顾客服务绩效评价研究  顺丰速运有限公司顾客服务绩效评价研究 摘要 在我国由EMS，外国物流巨头、民营物流企业三大竞争主体组成的激烈的物流市场，准确、全面、及时地了解和分析顾客服务质量，监督、控制物流顾客服务的过程，分析物流顾客的发展潜力，对民营物流企业提供优质的服务，实现物流配置的最优化有着十分重要的意义。本文在物流顾客服务绩效评价研究的背景和历史现状的基础下，以物流顾客服务为始，以民营顾客服务绩效评价为终，逐步延伸阐述相关理论知识。通过对影响民营物流企业顾客服务的指标要素进行分析，依照构建体系标准，建立民营物流顾客服务指标体系。最后经过对顺丰速运的物流市场调研，结合顺丰速运有限公司的特点建立物流顾客服务评价体系，计算其顾客服务指标权重和评分，分析综合评分值，针对其存在的问题提出改善措施。 关键词：物流顾客服务；绩效评价；顺丰速运 Limited liability company S.F. Express’s customer service performance evaluation research ABSTRACT EMS, Foreign Logistics Magnate and Private Logistics Enterprise form a competitive logistics market in our country, realize and analysis the quality of customers service, supervise and control the procedure of logistics service, analysis the logistics customers’ development potential accurately and comprehensively. It is significant for Private Logistics Enterprise to offer superior service and achieve optimized logistics allocation. Based on researching the background and history of logistics customer service’s performance evaluation, it begin at logistics customer service, end by Private Customer Service performance evaluation, outspread relevant theoretical knowledge gradually. By analysising the influencing factors of private logistics enterprise customer service, building private logistics customer service index system according to the system standard. Finally, it surveyed S.F. Express’s logistics market, built logistics customer service evaluation with its features, calculated its customer service index weight and grade, analyzed the comprehensive value and found out the problems aim at put forward corrective measures. Key words: logistics customer service；performance evaluation；S.F. Express ABSTRACT 3 1绪论 5 1.1本文研究背景 5 1.2物流顾客服务绩效评价研究历史现状 6 1.3物流顾客服务绩效评价研究的效用 7 1.4本文研究的内容及思路 8 2企业物流顾客服务绩效评价理论概述 9 2.1物流顾客服务的含义 9 2.2物流企业顾客服务绩效评价的涵义 9 2.3物流企业顾客服务绩效评价的原则 10 2.4民营物流企业顾客服务绩效评价的特点 10 2.5物流企业顾客服务绩效评价的方法 11 2.5.1物流企业顾客服务绩效评价指标的权重确定方法 11 2.5.2物流企业顾客服务绩效评价指标的评分方法 13 3民营物流企业顾客服务绩效评价体系