The Research Of Logistic Service Quality Based On Six Sigma

In the 21 century, the logistics in China is flourishing. As the new century's most promising industries, it should have a good picture. However, the status of China's logistics market and logistic companies' actual operation is far from the logistics theory. Mainly as follows: long time to get goods; no demand causing overstock; staff is lack of service consciousness and so on. And with economic globalization and China's increasing integration into the WTO, enterprises are facing an increasingly furious market competition. the quality and efficiency of enterprises has become an indispensable condition for winning, especially in the logistics business, efficiency and the quality's improving can improve Customer's satisfaction, thereby the enterprises' concept of "higher, faster, stronger" can be realized.Logistics service quality management is the key of logistic enterprises and even the weakness of the logistic company. A combination of the practical needs of enterprises is quietly required to improve the service standard by using modern scientific management ideas, methods, techniques and tools. In view of the successful using experience in foreign company, this article will introduce the Six Sigma management theory to the company's logistics service quality study. Beginning with the logistics service quality, the thesis explore concepts and methods of 6σsystem's using necessarily and applicability in the logistics industry, a reasonable logistics enterprise service quality management system is constructed and then demonstrate how to use 6σservice quality management strategy.Logistic service is consisted of a series of activity which are supplied to the customer. The level of logistics services depending on customer satisfaction. The thesis firstly establishes the benchmark for customer satisfaction logistics service quality factors system and then calculate the percentage of all factors. Secondly according to the logistics service quality factors system the thesis points out the level of the logistic enterprise which is studied. Finally, take the using of the Six Sigma DMAIC improved model in the enterprise's applications as an example to analyze the problem in the serving process and then provide improved suggestion.