刘龙刚沈阳天地华宇客户服务绩效评价问题与对策研究-.docVIP

摘 要 高水平的物流客户服务是第三方物流企业追求的目标，通过物流客户服务绩效评价，可以发现第三方物流企业在物流客户服务中存在的缺陷和不足，为企业的客户服务发展指明方向，促进企业建立科学的物流客户服务策略，树立良好的企业形象。本文以沈阳天地华宇为研究对象进行研究。 本文分为五部分内容。第一部分阐述了相关理论，包括第三方物流、物流客户服务和绩效评价等理论；第二部分重点介绍了沈阳天地华宇物流客户服务绩效评价的现状；第三部分提出了该公司当前的客户服务绩效评价中存在的问题，并对问题出现的原因进行了详细的分析；第四部分针对当前存在的问题，提出了相应的解决对策；第五部分指出了公司在实施物流客户服务绩效评价中应注意的问题。 关键词：第三方物流；物流客户服务；绩效评价 Abstract High level logistics customer service is the goal which Third Party Logistics corporations (3PLs) pursue, and through evaluating its performance, the corporations can discover the defects and shortcomings in 3PLs’ customer service, which will indicate the direction of the development of its customer service, promote the corporations to establish scientific logistics customer service strategies and at the same time set up a good corporate image. This paper takes Shenyang HOAU as object of study. The paper is divided into five parts. The first part mainly elaborates theories relating to Third Party Logistics (3PL), logistics customer service and performance evaluation. The second part puts emphasis on the presentation of the current situation of logistics customer service performance evaluation of Shenyang HOAU. The third part points out the problems and analyses the cause of them in detail. The fourth part provides suggestions for the Third Party Logistics on ways to further improve their customer service. The fifth part mainly puts forward more dimensions which should be taken into consideration in the implementation of the Logistics Customer Service Performance. Key words: Third Party Logistics; logistics customer service; performance evaluation 目 录 引 言 1 1 物流客户服务绩效评价相关理论 2 1.1 第三方物流 2 1.2 物流客户服务 2 1.3 绩效评价 4 1.4 物流客户服务绩效评价 5 2 沈阳天地华宇客户服务绩效评价状况分析 7 2.1 沈阳天地华宇公司概况 7 2.1.1 沈阳天地华宇组织结构 8 2.1.2 沈阳天地华宇的产品和服务 9 2.2 沈阳天地华宇客户服务绩效评价现状 9 3 沈阳天地华宇客户服务绩效评价问题和原因分析 11 3.1 沈阳天地华宇客户服务绩效评价存在的问题 11 3.1.1 参与绩效评价的人员不全面 11 3.1.2 绩效评价指标不完整 11 3.1.3 评价方法不科学 11 3.1.4 评价结果运用不合理 12 3.2 沈阳天地华宇客户服务绩效评价问题产生的原因 12 3.2.1 对客户服务绩效评价认识不足 12 3.2