Research On Existing Problems And Optimization Strategies Of Service Management In Community Station Of Cainiao Post Station In Nanchang

In all aspects of express delivery,the "last kilometer" of end delivery has become the focus of the express industry because of its shortest distance and highest cost.In this context,Alibaba,an Internet giant,has created a third-party terminal logistics service platform--Cainiao post station for the community and campus with its Cainiao network company.Cainiao post station is based on the last100 m service in the "last kilometer" of terminal logistics distribution.Its stations are widely distributed in urban communities and university parks.It serves logistics express companies in the upstream and provides customers with services such as temporary storage and forwarding of packages in the downstream.In recent years,the Cainiao station has expanded rapidly to 40000 stations in China.At the same time,the Cainiao station is distributed in various communities or colleges and universities.However,there are many disadvantages in the service business that need to be solved.On the basis of studying and summarizing the related literature research at home and abroad,this paper adopts the research methods of questionnaire survey,field interview and literature induction,taking the existing problems of service management of the community site of Nanchang Cainiao post station as the research subject,based on improving the business situation and user satisfaction of Cainiao post station,conducting questionnaire survey for Cainiao post station users,and selecting Cainiao post station users The station community site carries on the field investigation,through combing the distribution efficiency,distribution process and service quality of the rookie post station,analyzes the existing problems,and puts forward the optimization strategy.Based on the investigation of Cainiao station users in Wanke Sijihuacheng District,Nanchang City,this paper collects and analyzes 17 problems in three main aspects of Cainiao station distribution efficiency,distribution process and service quality,and selects six Cainiao station community site operators in Nanchang City for field interviews,and analyzes the main problem of Cainiao station community site is that the express notice SMS is not available Timeliness,poor site environment,poor service attitude,team leader at peak,package loss,irregular procedures,etc.On the basis of the above theoretical research and investigation,combined with thequestionnaire data and field investigation to obtain information,this paper puts forward six constructive optimization suggestions on the distribution efficiency,distribution process and service quality of the community site of Cainiao post station,including: optimizing the package warehousing mode,optimizing the site layout,optimizing the mail process,optimizing the pick-up process,optimizing the technical access and optimization of the site The standardized construction of the station provides reference for the business process optimization and service quality improvement of the rookie station in Nanchang community.