| After China's reforming and opening since 30 years ago, we have more trading & communication with international market, the Logistics industry is developing fast in recent years. Traditional Logistics Companies are focusing on providing customs, transportation & warehouse etc. functional service, they compete in market by low cost strategy. Since 21st Century, new booming Logistic Companies are changing their marketing strategy from low cost to service guarantee & service creation to establish long term cooperation with customers. The important character is they will get beyond the traditional logistic industry, and provide creative solution to customer, including creative service concept, service content and service method. The service guarantees & creation in Logistic industry is accommodated with the concept"customer is God"which can optimize the usage of company resource. How to achieve the service guarantee & service creation, how to improve the service quality have become the 2 main questions we face today. In this paper, I will introduce the concept of service guarantee & service creation in Logistic industry and the importance to use systematic tools to achieve this target, also will introduce the process that how to achieve service creation by process improvement and 6 Sigma, DMAIC etc. process improvement tools, and we need to focus on the benefits bring to customer, to make our process more reasonable. I will also introduce the service guarantee system we're using in DHL Global Forwarding (China) Ltd. Where I'm working for, to expatiate on how to use this guarantee system to solve the problem our customer encountered. I will introduce the Deutsche Post 2015 First Choice Strategy and its relationship with logistic service creation, how to do the process improvement and how to apply it to current China market. According to the research result, I will analyze the problem current Logistic industry meet, and bring out the development suggestion. |
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