Research On Business Process Optimization Of China Postal Express&Logistics Co.Ltd EMS

As the largest Express Delivery Company, China Postal Express&Logistics Co., Ltd. now suffered from market share decline and poor customer satisfaction. As a service-orientated enterprise, business process plays an important role towards the service output. This research firstly describes its core business—the process of express delivery, secondly analyses its problems under ECRSI method, the proposes an optimal delivery process by using Benchmarking method, ABC Classification method, and Mileage Saving method, finally based on the quality function deployment theory, uses the house of quality to establish a quantitative model of the EMS business process optimization.Looking into the details of this research, it first analyses the organization structure of China Postal Express&Logistics Co., Ltd. from the aspects of efficiency and tax payment, which leads to the results that Head office-Subsidiary Structure is superior to Parent—Son Company Structure. Then this research describes the overall delivery process that contains order placed, order pick up, transfer, internal delivery, sorting, transportation and delivery to destination. Within this process, it proposes an optimal process regarding to the problems in especially the process of order placed, order pick up, sorting, transportation and delivery to destination. To order placed step, by designing different processes for members and non-members, improve the11183Hotline Through Rate as well as shorten the time to place orders online. To the order pick up step, by removing non-essential activities and creating mobile order pick up warehouses to improve the overall order pick up numbers. To the sorting step, redesigning the sorting area by color and number code to improve the accurate rate and shorten the sorting time. To the transportation step, reduce the overall miles by Mileage Saving method. To the delivery step, improve the customer satisfaction by adopting freedom express App, the mobile order placement warehouse and listing the posts according to the last number of mobile phone number.Finally, this paper applies the method of the house of quality, establishes a linear programming model between degree of business optimization and satisfactory index of customer demand, identifies the optimal process optimization degrees in order to maximize customer satisfaction under certain constraint conditions of capital and time.The analysis and process optimization of the delivery process can be adopted by some subsidiaries of China Postal Express&Logistics Co., Ltd., especially to those that share similar situations with the one mentioned in this research.