| In recent years,the rapid development of the Internet,e-commerce,especially online shopping suddenemergence,and gradually promote the transformation of China’s consumer market.The rapid development of e-commerce,but also led to the rapid development of the express market for all types of express delivery of the scale to create the conditions.China Post Group since the introduction of express parcel business,the business volume to achieve explosive growth.As the express industry grew too fast,in the development of a lot of service quality problems exposed,such as:delivery service quality is not high,poor delivery staff quality,low efficiency after-sales,etc.,especially the "last mile" service bottleneck has not yet break in.These problems affect the customer experience for courier products,restricting the development of express delivery business,which also affected the expansion of e-commerce market.With the continuous improvement of productivity,China Post Group for the development of express delivery business with the times of the standards and requirements,as the express delivery industry in the state-owned enterprises,these improvements also affect the development of express delivery market.As the main push products postal delivery parcels,in the course of the operation highlights a number of quality problems.The operation of the entire process of postal delivery parcel business has a significant impact on the improvement of time limit requirements and delivery quality.Therefore,this article from the postal express parcel business process status,detailed description of the postal courier parcel business of the entire process,the composition of the business process were evaluated;The factors influencing the quality of service were analyzed by using the fish bone analysis chart,and the root cause of service quality was found by 5WHY analysis.In this paper,L City Branch,for example,the use of the ESCRI method,saving mileage,empirical case analysis and other specific optimization of the delivery,customer service and corporate organizational structure,clear the optimization program.Which is the focus of the delivery link optimization,through the optimization of the contrast before and after highlighting the optimization of the results,staff get revitalized,the time is shortened,the quality of mention to enhance the "last mile" problem to a certain extent.This paper can provide some enlightening suggestions for improving the quality of express service and solve the problem of "last mile" through the analysis and optimization of the business process of postal courier parcel,which can provide a little reference value for the long-term development of express delivery market. |
