Evaluation Research On Service Flexibility Of Postal Logsitics Enterprises

In an ever-changing marketplace, the introduction of flexibility thinking is a strategic act of China’s post logistics to change traditional thinking and management concept to adapt to the new environment quickly. Explore the issue of postal service flexible capacity could help enterprises improve responsiveness to external environmental changes, to create customer value as well as competitive advantage. However, the service flexibility research in China is still at its start stage, and lacks a scientific and reasonable evaluation index system, especially these evaluation system and methods which combinated with industries. Thus, it has important theoretical and practical significance to establish an index system with science, complete, operable and to measure service flexible capacity. In this paper, there are four parts about postal logistics enterprise’s flexibility services evaluation index system.Firstly, this paper introduces the research background and significance of this study from theoretical and practical perspective, and then defines research questions, clarifies research content and methods. The correlation theory, domestic and foreign related research status as well as research opportunities are described.Secondly, this paper anaylze the environmental uncertainty and Flexible capacity needs of postal logistics. And the content, features, impact factors and analytical framework of flexibility service in postal logistics from a system perspective is analyzed based on service flexibility theory, and then the conceptual model of service flexibility evaluation in postal logistics enterprises has also built.Thirdly, according to the principle and ideas of Index system, the postal logistics service evaluation index system is established based on reading various relevant literatures, expert interviews as well as the characteristics of postal logistics. This index system contains six aspects:the services and processes, organizational structure, service staff, information systems, transportation, distribution, warehousing. Through the design of evaluation indicators’importance questionnaire, statistical analysis of the questionnaire is made with the use of SPSS13.0software in order to select and recovery the initial index set. In determining the index weight, this paper uses the Improvement Three Scale Analytic Hierarchy Process to distribute weight of indicators and eventually builds a complete evaluation index system.Finally, an empirical analysis of the postal logistics service flexibility evaluation index system of this study is given with the evidence of H Postal Logistics Enterprise using fuzzy comprehensive evaluation method. And the evaluation results reflect the situation of service flexibility capability of H company. At the same time, some recommendations are provided for the management of services flexible business.This study provides reference for the evulation on service flexible capacity in post logistics enterprises and other logistics service companies.