Research On The Customer Demand Of Express Service Design

The express service is an important component of the modern logistics service,and has occupied an important position in the world arena With economic development. All-round participation in the global competition in the market, makes China's express transportation enterprises are facing increasingly fierce competition."Enterprise is a collection of customers demands". Therefore, Strengthen the competitiveness of enterprises and to effectively meet customer demands is the urgent need to resolve the issue. With the emphasis on design services, The study on the customer demand of Service Design has already gradually developed from advocating it ideologically to offering operable theories and methods With the emphasis on design services,the most outstanding theory and method—QFD(Quality Function Development)provides convincing theoretical guide and operating method,and has been verified in Other services.In the process of achieving the customer demand information and Using QFD into service attributes,this dissertation uses the related study results for reference, Customer demand and services elements design as a starting point, expatiate customer needs in the important role of the express service design.Introduce the related theory and model of translating customer demand into service attributes—evaluation system of service quality and QFD(Quality Function Development); Evaluation of express services in customer demand system in use and the feasibility of the QFD model applied to the service design. Expound the attention of the problem of QFD model used to design services. Analyse the identify ways of customer demand information, establish the system of customer service quality evaluation.Obtain the customer demand information,Customer satisfaction and demand expectations in the market survey. Identify the priority needs of customers, Finally, build quality housing of customer amands into service attributes .