A Research On The Perfection Of Customer-oriented Work Flow Of Road Freight Enterprises

After China joining WTO，Logistics has developed rapidly and now has become a significantpart of the national economy. Many enterprises have established specific service for differentcustomers and had detailed market division, make of brand managing and core competencetraining, which works well. However, road freight as a major part of logistics satisfies theincreasing demand of supplies mainly by increasing the quantity and competing mainly in prices.According to the author, such managing of road freight enterprises falls behind the modern systemof logistics, lacks the idea of customer-oriented management, especially fails in transforming fromthe traditional logistics mode to an efficient, smooth and customer-oriented one, whichconsequently makes the enterprises less competitive. Therefore, it is obviously necessary to perfectthe work flow of China’s road freight enterprises.Based on the present problems of Chinese road freight enterprises, this paper studies the basiclogistical needs of customers and suggests a target system including the goals for customers service,transportation, warehousing, and delivery, etc. Besides, this paper analyzes the crucial issues in theperfection of the work flow and suggests the reconstruction of work flow, adjustment oforganization structure and integration of supplying as a whole. Then the paper takes the case of YZlogistics enterprise as an example, analyzes it through SWOT and relocates it in the market. Thepaper also expounds and proves the key inner process of YZ and puts forward measures to perfectthem in detail. Finally, the paper evaluates the effects of application of the measures with fuzzycomprehensive evaluation method and indicates the great significance of the effectiveness of theperfection measures for customer-oriented work flow to the same type of logistics enterprises.