The Research Of Air Freight Customer Service Process Optimization Of Corp Z

The working process of air operation customer service department of Z Logistics Group has been in a rigid, outdated and inefficient state for a while, which leads directly to the low working efficiency even though with the business volume and corporation management level increased. As the front end contact to customers, customer service still leverages such inefficient processes cannot meet customer demand for a variety of services, especially in the air transport business that emphasizes quickness. So that Z Logistics Group airfreight business customer satisfaction has not been improved so much, this makes competency of air transport business decreased significantly.Therefore, the main objective of this thesis is to find a way of improving operation processes of Z Logistics Group air operations department in customer service area, and put forward practical improved methods optimized by improving the efficiency of customer service for enterprises to secure more customers, improving the overall quality of service enterprises, and establishing a good corporate image to customers.Based on the analysis of existing processes and comprehensive customer feedback, the paper describes a way of using expert scoring method to obtain a number of issues affecting the process efficiency through risk identification and evaluation of expert evaluation method to make risk analysis to find some impact on a number of issues in these the effect is relatively large with lower cost. In the specific process improvement, we use ESIA and ECRS methodologies to erase redundant business processes, which make the process simplified. And by establishing carrier selection model, we are able to help improve the overall carrier selection efficiency of customer service.Base on the comparison between customer conversion rate (total orders/Total inquiry number) of pre & post process optimization, we are able to verify the working efficiency change and increasing of customer conversion rate through the business process optimization. At the end of this paper, we introduced the QPR (quality of service, price, risk) and SLA models to improve the quality of service throughout the air transport business, and make process improvements to lead better results.