Research On Control System Of Third-party Logistics Service Quality Based On QFD

Joining the WTO makes China’s logistics industry has entered a stage of vigorous development, but in the course of development, China’s logistics industry have to face the challenge that foreign logistics company was entering into the Chinese market. Due to the low barriers to enter into Third-party logistics industry in the country, Chinese market was filled with many small and medium third-party logistics companies that do not have efficient service team and strong capital. They used to open the market in the form of a price war. The entry of foreign companies makes this way become pale and weak. The reason is that foreign companies reduce the cost relying on the advantage of scale and technology. So we had to reform and adjust development strategy in order to win the domestic market. For the case of that capital and technological advantages can not be improved for a short time, the fastest and most effective way is to increase customer satisfaction and improve their quality of service, which has become the focus of the next domestic third-party logistics business concern.For questions raised above, we followed a logical thinking to solve the problem which we analyzed the problem firstly before we carried out the problem. First, the authors investigated the research background and research status of third-party logistics industry, combined with research questions current research papers presented; then combined with existing theory for third-party logistics, quality control and the quality of service, we analyzed the research questions from feasibility and necessary of two perspectives, and formed applicable to domestic third-party logistics companies QOS control system diagram; Finally, following quality control system diagram, we added the quality Function Deployment(QFD) and the ideas and methods of quality control to logistics service quality design phase, and constructed the third-party logistics service quality control system.Third-party logistics service quality control system of this article was constructed by the logistics service quality and quality control of the design phase of the implementation phases. In the design phase of logistics service quality, we transformed TPL customer requirements into quality elements through the QFD, and then secondary expanded to all sectors of organization and identified the degree of importance of each sector. Combined the TPL quality elements and organizational departments importance with Business Process for quality elements, we can identified the quality assurance measures(including service standards, service delivery standards and quality control specifications) and completed the QOS design of TPL. In the implementation phase of Quality control, the process of logistics services is represent by quality control statistical tables composed of the quality system elements, each element of the implementation of quality processes, departments’ importance and customer survey. Finally, quality control loop was composed of the QOS control table, corporate and customer assessment, quality of service standards and quality assurance measures. We completed the implementation of quality control followed by the quality control loop. Thus, we can build a set of high third-party logistics service quality control system that included the advantages of thinking over customer needs, taking fully into account the characteristics of TPL, effectiveness and operability. Finally, the system was used to improving the third-party logistics companies in order to illustrating the effectiveness and operability of the system.