A Model Research Of Logistics Service Recovery Based On TRIZ

With the development of economic globalization and information technology,modern logistics as the "accelerator" to promote economic development and the thirdsource of profit, has become one of the hotspots of the world’s economic development,its level of development has become a important symbol to measure a country’s degreeof modernization and international competitiveness. Logistics service failure isinevitable. But research shows that: effective service recovery can avoid or reduce thecustomer dissatisfaction. Logistics service recovery research has become one of theimportant aspects in logistics service studies.Firstly, this thesis summarizes the domestic and foreign services recoverycorrelative theories research and present situation, and then discusses the goal and thesignificance of the thesis research. Then defines the concept of logistics servicesproduct and analyzes the causes of logistics services failure. From the perspective oflogistics services product design, we build a logistic service recovery model based onTRIZ. Referencing the TRIZ, the first step is to confirm the failure and analyze theproblem, find out the function of which to improve and which may lead todeterioration, and then use the matrix to get the solutions. The logistics service conflictresolution matrix is constructs of17row and17column, the crossing figures of everyrow and column are the logistics service recovery measures. In the last chapter, weanalyze the three typical service failure problems and give them solutions of EMS.The logistics service recovery model based on TRIZ is not a temporary afterwardsemergency means, but a perfect management process, it from the perspective ofengineering design, unceasingly analyzing and finding out the solutions. It has greatsignificance to continuously improve enterprise logistics service products and promotethe whole logistics service operation level of the enterprise.