Retailer Customer In South China Service Improvement Analyses Of M International Logistics Company

According to the third party logistics industry development in China, most of those3PLcompanies are belong to the traditional inland logistics with business on warehousing, truckinglogistics, logistics forwarder, and so on. M group is the leader of the international shippingbusiness in the world, business includes international shipping service, container logistics, airtransport, terminal service, warehousing. M international Logistics Company is one of keybusiness in M group, its size and competitive level is in leading role in the world, it’s one of thelargest The Third Party Logistics enterprises. Since in the1970of the20thcentury, M internationallogistics company is the first enterprise to offer the door to door container logistics service, andalways committees on well container space utilization and improvement of logisticsdocumentation quality and overall logistics service level. By the1980, new services of localtrucking transportation, customs clearance, value adding had launched, thereby the leadershipposition has been further consolidated by such scope expanding of logistics services. MInternational logistics has a large number of customers at the international level, including retailer,sporting company, furniture and other large customers.The US retailer customer is their key client of logistics and shipping business with manyyears of unique strategic partnership. But due to changes in customer’s strategy, one logisticscompetitor (E logistics Company) joined in as partnership on service US retailer who took overEast and North China export logistics business. This paper is intended for service excellent plan byM international logistics company to improve service level of its retailer client. Describe how Minternational logistics consolidated its leading position from improving the customer satisfactionlevel. Mastering the customer satisfaction is value to make early decision and work out adjustmentplan for relevant service items, it is the focus of the thesis research.Base on such consideration, M international logistics worked out a specific improvement planby referring existing logistics service level and customer needs. Selected the optimization ofexisting services as article researching direction, retailer customer as a unique case study, andapply the Six Sigma’s DMAIC method on design of the improvement program to introduce onproblem defining, analyzing, and problem solving aspects comprehensively and systematically. By quoting the unique performance assessment method “score card” to service level analysis of, fromperformance service standard (SOP) and report accuracy and timeless rate to customer servicedemand analysis of, determine improvement project scope as “to improve the first draft accuracyrate of The Forwarder Cargo Receipt (FCR)”, and target is to reduce the FCR amendment ratefrom25%to15%. The last session of the thesis is to describe the project implementation andproject result.