The Research Of A Group For Logistic Service Improvement

A Group is an integrated logistics provider in terms of import and export, logistics, Forwarding, customs declaration, as well as customs inspection so as to provide various solutions to the clients. The clients come from different industries like High Tech, Machinery, Luxury goods, and Telecommunicating. The clients group could be evidenced by Pareto law (20/80) after the ABC analysis, which is about 20 out of 98 clients, have covered 80% of entire revenue. Thus, A Group has come up with respective service strategy in the daily operations accordingly.However, A Group did not fully satisfy the customers'requirements in the day to day operations by investigation upon the customers'satisfaction. Therefore, the paper will seek the root causes in terms of SOP, Organization Chart, institutional mechanism and performance assessment, and so forth.Moreover, the recommendation will help the A Group to optimize the process on customer's services by the study on'Value Chain'and facilitate the improvement of O-chart, Mechanism, and Performance.Furthermore, by studying the Customer Relation, we can discover the feasibility and imperativeness of differentiated management on customers'services. Considering the practical condition, the paper will come up with a proposal on the differentiate customer service. Finally, the paper will suggest an array of specification in the process of implementing the optimization of customer service and differentiated customer service.