Research On Operation Flow Optimization For International Freight Forwarding Enterprise Based On The Service Profit Chain

With the rapid development of China’s GDP, China has become the world-wide trading power that plays a decisive role in the international trade, and its volume of foreign trade in recent years has maintained a rapid and stable increase. International freight forwarding industry that serves for international trade has hitherto had unknown rapid development, and its status and role in the international trade service field is becoming more and more important. Consequently, the competition between international freight forwarding enterprises becomes increasingly fierce, and it has been gradually transferring from the price competition to service competition. Confronting this situation, many international freight forwarding enterprises are practicing optimizing and reengineering its operation flow to complete the transformation in order to provide comprehensive, high-quality and differentiated customer service for their customers. So as to adapt to the development trend of the international freight forwarding industry, the study of its operation flow optimization has important and realistic meanings to improve its customer service quality and customer satisfaction, and improve the operational efficiency, and enhance its profit and profitability.Based on the theory of service profit chain, this paper, first introduces the service profit chain and its basic content, as well as the related research on international freight forwarding enterprise. Second, this paper introduces the international freight forwarding enterprise and its operation flow in details, focusing on three-levels operation flow division. Then, according to the implementation demand of the service profit chain and its successful cycle requirements, this paper discusses in detail that its operation flow division and organizational structure adjustment and its simplification design. At last, this paper cites a actual case Y company which is a representative of international freight forwarding enterprise. Under the analysis of its problems, and advantages and disadvantages of its old operation flow, this paper discusses in details that its operation flow division and organizational structure adjustment and its simplification design process, and puts forward Y company’s operation flow optimization scheme and its successful circulation model based on the service profit chain. The author believes this study will arise the attention to internal and external customer satisfaction in the international freight forwarding industry, and also hopes Y company’s operation flow optimization experience will offer a practical reference value to other international freight forwarding enterprises.