Study Of China Railway Freight Customer Service Center

The core of current China Railway freight is utilization of railway carrying capacity, but customer service, and this has restricted service level of China Railway freight transport. September 2007, the MOR started to plan the railway Customer Service Center, through integrating existing resources, establishing a centralized marketing and after-sales service network system, to realize the integration of transportation planning and freight marketing. Based on the "study on the construction of railway customer service center" project, the emphases of this dissertation are as following:1. Briefly introduces current status about the domestic representative industry and the railway Customer Service Center both at home and abroad, analyses the necessary of the construction of China's rail freight Customer Service Center, and designs main function;2. Proposes railway freight organizational mode based on customer service; analyses main transportation organization functions of Customer Service Center, order dealing processing system, establishes empty car scheduling model based on customer satisfaction, analyses the method of real time tracing of freight;3. Analyses the CRM system, establishing the freight marketing system based on CRM;4. Establishes service quality monitoring system, railway Freight service quality based on SERVQUAL, railway freight Performance assessment indicators system5. Proposes Centralized-Distributed model railway freight Customer Service Center according to railway management and organization structure.