Research On The Service Quality Of Production Logistic In Automotive Enterprise

With the rapid development of automobile industry，the production and sales israpidly increasing and be full of competition.As the service of automobiles sales andafter-sales logistics directly effect the product delivery、after-sales service、customersatisfaction、market competition，automobile sales and after-sales service was paidhighly attention.However as the important part of automobile logistics service,theautomobile production logistics service was paid relatively less attention.As theautomobile production logistics service quality impact on production organization、implementation of production plan、product delivery、product quality and automobileafter-sales service,the research about aumobile production logistics service qualityhave theoretical significance and practical value.The study was supported by the logistics management and performanceimprovement project of domestic car company.Aiming at the customer orienteddemand, relative research of automobile production logistics service quality wasexpanded. Automobile production logistics service performance was quantitativelyevaluated using the Balanced Scorecard and Analytic Hierarchy Process. It built anautomobile production logistic service quality influence factors relationship model torealize relation quantitative analysis by Structural Equation Modeling. Optimalportfolio strategy was analysed adopted Markowitz portfolio selection model andlinear programming model. The major researches of this paper are as follows:1、The paper set up a systematic and comprehensive performance evaluationsystem for automotive production logistics service and determined the index weightbased on the balanced scorecard method（BSC） and analytic hierarchy process（AHP）,and through the design of Goal Realization Index, the comparison ofquantitative performance evaluation results of Automobile production logisticsservice with enterprise planning can be realized, which provided technical support forthe quantitative evaluation of entire car’s production logistic performance and thecontinuous improvement of logistics performance. Finally, the feasibility, operabilityand practicability of this method is verified through examples.2、The paper proposed a quantitative analysis method of influencing factors onautomobile production logistics service quality based on Structural Equation Model.On the basis of the determination of main factors influencing the production logistics service through questionnaire design and principal components factor analysis, thefactors’ subordinate and hierarchical relationship structure was assumed and thestructural equation model was built up.The reliability and validity, the goodness-of-fitand the path relationship of the structural equation model was verified usingConfirmatory Factor Analysis. In the end the multiple regression analysis was adoptedto acquire the interrelations of the influencing factors and their mathematicalrelationship with the service quality, realizing the quantitative analysis of the factorsaffecting the service quality of automobile production logistics, which provided thetechnical support for the quality management and control of automobile productionlogistics service.The validity of the method was verified through the application case.3、The paper proposed a economic optimization method based on Markowitzportfolio selection model,and through the constructed the low risk but high returnportfolio model,the best portfolio strategy was calculated. Considering the productionlogistics service quality system has time varying characteristics, using sample datachanges instead of the system, the portfolio ratio coefficient was verified stability bydifferent data. The feasibility of the method was verified through the applicationexample.