Evaluation And Elevating Strategy Of Logistics Customer Service Performance

By providing various customers service activities, enterprises can not only effectively enhance competition ability, but also achieve good customer satisfaction, customer loyalty and enterprise performance. Therefore, how to analyse and evaluate the enterprises' existing logistics customer service, and then provides the high-quality service for the customer is particularly important. However, the logistics activity and the diversity and complexity of the main body of the management of many, decide the logistics customer service performance evaluation index of multidimensionality. So, how to choose reasonable index and methods for the right to measure customer service logistics performance is of great significance. At the same time, today's market competition is no longer enterprise and the competition between the enterprises, but the supply chain and the competition between the supply chain, logistics customer service to its customers not only enterprise can produce various aspects of the influence, but also to the customer in the enterprise supply chain the influence of the overall influence. Based on this, this dissertation proposes from perspectives of supply chain logistics customer service performance evaluation, the main research contents and innovative achievements summarized as follows:First, we have characterized the logistics customer service performance evaluation and proposed an evaluation method. On the analysis of the logistics customer service characteristics and logistics customer service performance evaluation principles should be followed, and on the basis of of all kinds of performance evaluation method, this dissertation is to comparative study, including supply chain performance evaluation model analysis and choice and logistics customer service performance evaluation methods of analysis and comparison, put forward under the perspective of supply chain logistics customer service performance evaluation method:with the Delphi method choice evaluation index, using the fuzzy analytic hierarchy process to determine the weights of the index.Second, we have proposed a logistics customer service performance evaluation index system based on the perspective of supply chain, we used the Delphi method to select the time, cost and quality as the primary index, puts forward can reflect the whole supply chain more secondary indexes, such as the completion of orders for cycle time, cost allocation and perfect order fill rate, for every evaluation index of the meaning and the qualitative and quantitative index are classified, and the fuzzy analytic hierarchy process to the influence of every evaluation index function size (i.e. weight) is analyzed and calculated, and draw the conclusion that time in the supply chain, from the perspective of logistics index customer service performance evaluation than the influence of cost index and quality index more important conclusion.Besides, we have proposed a logistics customer service performance evaluation process and control mechanism based on the perspective of supply chain. We used PDCA management thoughts in this dissertation, from the perspective of supply chain logistics customer service performance evaluation process, and put forward the control of all the evaluation link points:to supply chain strategy as a starting point, establish the logistics customer service performance target system; According to the evaluation index of the nature and characteristics of the evaluation method select a specific; Implement logistics customer service performance evaluation; According to the evaluation results of assessment system for continuous improvement.Finally, we have concluded the performance elevating strategies for logistics customer service. In view of the current enterprise logistics customer service, the main problems of illuminates the logistics customer service performance improvement ideas and focus, and separately from the time, cost and quality put forward three logistics customer service performance improvement strategy. Should pay attention, some indicators there is a reciprocal relationship between, so in practice should be based on the characteristics of the enterprise and supply chain grasp the strategy for the implementation of dynamics, to ensure the optimization of supply chain performance.