Analysis And Design Of Logistics Service Process Based On Metagraph

Since the 21 st century,economic globalization has developed rapidly,and the scale of China's service industry has continued to expand,and it has already leapt to the largest industry in the national economy.With the development of the service industry in recent years,service process analysis and design has become the core and key link for service enterprises to optimize management and improve customer satisfaction.With the customer's needs as the starting point and the customer's customized service as the end point,the service process is centered on the customer.Service process optimization can improve business efficiency,reduce operating costs,and improve customer service perception.At present,the service process is mainly based on the qualitative analysis of schematic graphic tools.Although it can highlight the characteristics of service processes,it lacks discussion on the interaction between various elements within the process and quantitative analysis of process operation.Therefore,how to propose a special method that is applicable to the service process and has both qualitative and quantitative analysis capabilities has become the key problem that service enterprises urgently need to solve in process management.In view of the problem of service process modeling,this thesis studies the Metagraph which that can simultaneously describe the interaction of service process information,tasks,and organizational elements and have the capability of quantitative analysis.On the basis of the existing Metagraph theory,the Conditional Probability Metagraph is proposed,and the service flow design based on the Conditional Probability Metagraph is carried out.Combined with the service blueprint,the service features such as front-end analysis and service encounter are introduced into the Metagraph design and applied to a logistics case.The main contents of this thesis are given as follows:(1)The Conditional Probability Metagraph is proposed for the condition of the Metagraph that does not close.The propositional element structure is improved and the propositional element is added to the probabilistic probability.Then,the service flow model based on the Conditional Probability Metagraph is constructed.Simulation of the Conditional Probability Metagraph is performed to verify the feasibility of the proposed definitions and theorems.(2)The information elements in the service process model are reclassified by source of information and the front backstage which combined with the service blueprint to giving different views of the customer perspective.Then,the process analysis of service encounter and the process independence of considering service encounter are proposed.Service process performance is evaluated from the perspectives of time,cost and customer satisfaction.(3)The service flow design and analysis mentioned above are applied to an example of logistics case.The service process of the case is analyzed and discussed from the perspective of Metagraph and the front backstage to verify the practicability of the proposed method.This thesis expands the Metagraph which is based on learning the theory and application of service process and Metagraph.Then the Conditional Probability Metagraph that is more suitable for the establishment and analysis of service process models is proposed.The service characteristics of service encounter,the separation of front and back office are considered to the process design based on Metagraph,and the performance evaluation method of service flow is given.The Metagraph based service flow design and analysis method proposed in this thesis is applicable to the service class process and has certain practical significance.