Study On Customer-oriented Logistics Service Quality Management

With the development of economic globalization ,the market being even more integrated and open, logistic industry has become a very significant field。In our country, with the deepening of reform and opening, modern logistic springs up rapidly, and play a much more important role to social and economic life, combined with information technology's rapid promotion.However ,just under the circumstance of this new market economy, a majority of domestic logistic enterprises cannot adapt to fiercely competitive global market, for reasons of late beginning ,poor basis ,low access standard, mal-regulation. Therefore, the whole profession development level is very low. This phenomenon has constraint healthy development of enterprises. The reason is that logistics enterprises have not paid enough attention to logistic service. With economic development, customer logistics services have increasingly demand for personalization, diversification, but many businesses in our country take the logistics as a one-way business. They concentrate on reducing logistics costs, instead of value-added business and logistics business strategy.Operation concept, business model and management techniques of enterprise logistics are relatively backward. With the continuous development of logistics theory and practice, the objective also calls for the establishment of corresponding logistics service quality management system, identify the corresponding performance evaluation methods to scientific and objective. Quality management has a variety of control methods, such as Delphi method, AHP, fuzzy evaluation method, PZB etc, logistics services improve the management system and evaluation system.In order to enhance service levels and core competitiveness, logistics companies and logistics sector should study logistics services to customer as core in order to improve service quality management level . Respectively the quality of logistics services cost management analysis, management system and performance evaluation index system, and analysis internal and external environment to improve quality of logistics services are advanced. First of all, cost should be given to consideration, industry and economic will benefit from reducing the cost: the logistics industry- cost decline, relatively purchasing power improves the company should know the necessary and redundant input, and input increased and reduced as well. Thus the level of profits increasing, and competitive advantage of product prices enhance. Branch costs of logistics services includes the prevention costs, appraisal costs, internal costs of losses, external loss costs and the cost of external quality assurance.Second, we must establish a quality management system of logistics services. Through the provision of logistics services, the performance standards of product quality and customer satisfaction level of assurance required can be met. Logistics service quality management system includes the constituent elements of logistics service quality, logistics service quality management system-wide process management, logistics service quality management system documentation and logistics service quality index system. The establishment of indicator system is very important to customer satisfaction, according to the different business areas of logistics, the quality of logistics services index system are different. Customer service indicators, indicators of transport services, warehousing services indicators, indicators of distribution services, transportation and packaging services, totally five types of indicators are included in the system.And then establishment of the performance evaluation of scientific methods help to identify in logistics services gaps and shortcomings, help the enterprise customer service specified in the direction of the development and adoption of improved methods .Performance of evaluation framework can help enterprises establish logistics in the scientific strategy of logistics services and establish the concept of good customer service. Comprehensive s tools and methods to control the performance characteristics of a variety of ways to build on a customer satisfaction measurement for external indicators to the logistics sector enterprises ,or measurement for internal quality control indicators, two in parallel, the management of logistics service quality Indicator System is established.The logistics sector can comprehensively analyze logistics customer service level based on the evaluation of logistics service quality objectives, by means of an integrated balanced scorecard method, .On the basis of the advanced enterprises in peer benchmarking, business find key to performance indicators constraints the quality of logistics customer service, and scientific performance of logistics customer service evaluation system. Based on Analytical Hierarchy Process, Delphi supplemented by the calculation method of each evaluation index weights, on the basis of final weight; quality of service adopts two parallel methods of performance evaluation. First, under the guidance of the fuzzy comprehensive evaluation method, business operational performance indicators for the calculation of the final results of the evaluation .Secondly, SERVQUAL scale can be adopted in evaluating the level of customer satisfaction. Sometimes the quality assessment only exists in the customer's subjective feelings, in changes in the market, there is only one standard, that is to meet customer's needs, functions from the customer's subjective feelings - to determine satisfaction and determination.Finally, from the logistics sector enterprise or the external environment and internal management, it is necessary to find the way to improve quality of logistics services .First of all, an analysis of the respective national policy framework, infrastructure construction, such as macroeconomic environment, industry and regions. Then proposals are advanced, such as environment and corporate culture of the micro-environment; the internal management of enterprises, a strategic decision for enterprises, personnel training, technology and other factors on logistics services.