供应链环境下物流外包服务质量控制研究企业管理专业论文.docx

哈尔滨工业大学管理学硕士学位论文 哈尔滨工业大学管理学硕士学位论文 II II Abstract In order to enhance the market competitiveness, the non-professional logistics companies are outsourcing their non-core business of logistics in order to achieve self-sustained development. But logistics outsourcing bring in a lot of interests to companies, companies is also faced with third-party logistics enterprises to provide quality of service varied and the different levels of loss. So in this environment, how to further enhance and control the logistics outsourcing quality of service become a supply chain logistics outsourcing business imperative. This paper seeks the logistics outsourcing business processes on the basis of detailed analysis and control theory, through the logistics outsourcing services to the quality of internal and external factors of disturbance, demonstrated the control theory characteristics of logistics outsourcing services quality control, and on this basis, establish a service quality control system and the corresponding index system of logistics outsourcing service quality evaluation. The model includes a general model and the realization of the three sub- systems; feed-forward control process, the in-time of information control process and feedback control process. Ultimately achieve customer satisfaction. The three independent sub-systems integration through the logistics outsourcing services in all stages. An example will be given to quality assessment. In this paper, the ultimate goal is to study the logistics outsourcing services, explore the quality of theoretical research, building services quality control system of the logistics outsourcing the research. So that the system fit the characteristics of sustained and operational. Key Words Logistics Outsourcing; Quality Control; Control Theory PAGE PAGE IV 目 录 摘 要 I AbstractII 第 1 章 绪论1 1.1 研究背景及意义 1 1.1.1 研究背景 1 1.1.2 研究目的及意义 2 1.2 国内外研究现状及评述3 1.2.1 控制论国内外研究现状及评述 3 1.2.2 物流外包研究现状及评述4 1.2.3 物流服务质量控制国内外研究现状及评述6