快递企业全面提高服务质量研究工业工程专业论文.docxVIP

山东科技大学硕士学位论文摘要 山东科技大学硕士学位论文 摘要 摘 要 快递行业从 1979 年引入我国之后，伴随着改革开放的春风在中国已经走过了三十多 个年头，并且基本形成了三大市场板块和三大市场主题。快递业在促进对外贸易、加速 商品流通、服务其他行业和提升第三产业等方面做出了重要的贡献。快递行业在蓬勃发 展的同时，其面临的竞争压力也越来越激烈。作为服务行业的快递企业， 服务质量就是 企业生存的灵魂。 本文在综述了快递服务质量的相关内容和快递服务质量的衡量要素与评价指标体系 的基础上。分别从快递企业操作流程、快递企业服务网点的布局和快递企业运输方式的 选择三个方面来分析研究快递企业提高服务质量的方法。首先在快递企业操作流程研究 过程中，分析了快递企业的操作流程，并运用事故树分析法，找出在各个操作流程中出 现的影响快递服务质量的因素，并分析导致这些因素的原因，提出了改善意见，从而达 到对影响快递服务质量因素的识别和消除的目的。其次，从与顾客直接接触的快递服务 网点入手，合理布局以服务更多的受众，提高企业的效率。最后，对快递企业运输方式 的选择进行了分析，提出运输方式选择的方法，并进行了全面比较，同时简单介绍了运 输方式选择模型，对提高快递企业的服务质量做出了贡献。 关键词：快递，服务质量，操作流程，事故树分析，网点布局，运输方式选择 Abstract With the spring breeze of the reform and opening in China, the express delivery profession has already walked through more than 30 years after it was introduced in China in 1979. And it basically formed three largest markets plate and three big market themes. The express delivery profession made an important contribution in promoting foreign trade, speed- ing up commodity circulation, serving other professions and enhancing third industries. The express professions are facing more and more fiercely competition pressure while it develops flourishing. As a service profession, service quality is the soul of the express enterprise to survive. This paper reviewed the relevant content of express service quality and express service quality measuring factors and evaluation index system. Based on this, the paper analysis’s and researches the method of improving the service quality of express enterprises from three aspects, that is express enterprise operation, network points layout and transportation modes selection. First of all, in the process of researching express enterprises operation flow, we analysis the operation flow of express enterprises, and find out the factors of affecting the quality of express service in the operation flow of express enterprises with accident tree analysis method ,then find out the real reason leading to the factors and put forward suggestions for improvement. And then