| With the rapid development of e-commerce,the rapid rise of the express industry,which not only helpful to China’s economic development,but also ease the employment pressure in many areas.However,the relevant regulatory system not been further improved with the rapid development of the express industry,a lot of problems of the industry has been exposed on the Internet,such as the of violence unloading,express lost events,resulting in a certain impact on consumers.At present,the Jingdong,Suning,VIP.com and other e-commerce enterprises have self logistics and distribution system,and the EMS even made more comprehensive distribution system,so ordinary private logistics enterprises how to grow and develop in the fierce competition in the market environment,has become one of research focus in academic fields.The courier industry is mainly responsible for the logistics and distribution business,and all aspects of logistics routes carrying on the circulation of goods,so consumers focus mostly on the logistics service based on timeliness and completeness of the goods.In order to solve these problems,trace to its source,we should find these in the logistics lines of distribution business.According to the relevant theoretical basis of logistics service quality management and evaluation,logistics lines express industry was analyzed in this article as the research object,logistics line quality management evaluation index system was built from the three aspects of timeliness,safety and service and a courier company was analyzed from empirical research.The index data of 81 logistics lines collected from the company,were analyzed using the method of cluster analysis on the company logistics line quality management,based on the analysis of the poly categories,the main characteristics of each category found out,in order to determine the main factors affecting the quality management of the class logistics line,the influence of these factors was further analyzed(including analysis and causality),the following conclusions were drawn in this article:(1)From the point of view of aging,the main factors affecting the qualitymanagement of the logistics line of the company were the timeliness of the logistics transportation,especially the distribution link and distribution link.The main problem of the allocation was the problem of the distribution delay caused by the confusion of the reservoir area,and the distribution problem was mainly caused by the unreasonable distribution of the vehicle scheduling problem.(2)From the security and service aspect,main factors affecting the company’s logistics line quality management and customer complaint rate was the damage,and the damage rate with higher degree,which was mainly due to the low quality of employees and staff awareness was bad.Finally,this article aimed at the problems of quality management for the company’s logistics lines,used some effective practices of other courier companies for reference.According to the research results,based on industrial engineering theory,from the staff incentive and improve the company’s equipment,standard operating procedures and the establishment of information platform and other aspects,some suggestions on the improvement of logistics company line quality management was proposed,to improve the competitiveness strength of courier enterprises. |
