| In the background of rapid development of commodity economy and growing social production,the transport service develop fast.The quality of transport is the lifeline for logistics enterprises and it has become the core of competition between service enterprises.A company is a professional third-party logistics company that specializes in providing customers with supply chain management and freight forwarding services and it is a non-asset based company.In 2001 A company enter the Chinese market.Rely on its own good relationship with many multinational companies,A company proactively explore the domestic market.In 2005 the department of domestic logistics set up and develop rapidly.A company use the operation mode of cooperating with subcontractors.With the continuous expansion of the domestic market,the cooperated subcontractors increased more and more.What’s more,client focus more on the quality of transport and market competition is becoming increasingly fierce,which put forward higher requirement on A company’s transport service management.This article firstly summarize the relevant theories,methods and research result of Quality Management,Service Quality Management,ISO Quality Management Systems,those laid a theoretical platform for paper research;Then the article started from the quality’s characteristics: security,timeliness,convenience,economy and service,analyze A company’s weakness on quality management based on company’s customer satisfaction survey and KPI data.To be improved,the article designed the diagnostic framework to carry out a full range of diagnostic on A company’s quality management system.Finally the article proposed the methods of quality improvement based on the diagnosis,including: 1.establish damage prevention mechanisms;2 cost optimization plan;3 establish a comprehensive customer service concept;4.improve the quality of transport management system;5.Optimize transportation information management systems.The article expected to bring reference and inspiration to the same type company for service quality improvement by analyzing and diagnosing the quality management of A company in depth. |
