Business Process Improvement Of Courier Company Based On The Improvement Of Customer Service

Dr. Harmer from USA put forward business process reengineer theory, defined as the analysis and design of workflows and processes within an organization,the purpose of which is to help organizations fundamentally rethink how they do their work in order to dramatically improve customer service, cut operational costs, and become world-class competitors. The formation, development and application of this theory depend on manufacturing enterprises, then used by service-oriented enterprises and proved successful, this paper will try to combine this theory with an specific Courier Company , inorder to improve the customer service with the guidance of this theory.Courier Company in supply chain management plays the role of service providers, is one of the most important part in the modern logistics system. For service industry enterprises, the crucial factors which decide the success of the enterprises are whether they can regard customers as the center, whether they can meet customers'personalised, diversified needs. After nearly three decade years of development, the express industry of China has become lucrative,the market size and growth potential of which is very huge, of course,there are still many problems, like the Courier service quality remains to be further improved and so on.Courier Company needs to raise their level of customer service gradually from customer material needs, information needs, emotional needs and spiritual needs. Meanwhile, the express which was born to communicate global has its nature of high internationalization and standardization, this nature requires all market participants to follow the basic principle of mutual unicom to ensure the healthy and sustainable development of industry.Then how should Courier Companies improve their service, develop under the condition of supply chain? Business process of the enterprise is a strategic resource, with business process as a breakthrough, from the angle of improved business processes to improve enterprise overall service quality, is express companies'right choice. Based on the BPR theory of Dr. Harmer, the basic thought of business process reengineer is: 1, from the perspective of the whole supply chain management to grasp the redesign of business processes 2, recognizing the present situation of the business flow, confirming the key process 3,to choose appropriate information technology platform 4, Construct prototype of target business process;The implementation method of enterprise restructuring: 1, change thougt of the whole enterprise to build circumstance of business process reengineer 2, analysis enterprise management mode and resources, identify key business process 3, redesigned targeted business process 4, establish evaluation system for business process redesign.Following to this thought and method, combining the actual state of OCS - SINOTRANS company, this paper puts forward methods to improve the service from two aspects. On the one hand,from the aspect of internal company,they can improve service through restructuring, improve specific workflow, strengthen information system construction, improving the quality of employees and establishing the effective evaluation system,and so on; On the other hand,they should,from the perspective of supply chain management, review their resources and management mode to provide a whole set of logistics solutions, simultaneously they must adapt to the whole industry standardization.