论第三方物流企业的绩效管理——以Y企业绩效管理实践为例

本文从第三方物流企业的服务性行业性质出发，考察不同顾客对物流绩效的不同需求，提出绩效管理必须以顾客满意为导向的关键绩效管理（CTP）思想。第三方物流企业以顾客满意为导向的关键绩效管理，从顾客满意度出发，通过分析物流企业的关键业务流程，研究影响顾客满意度的企业内部因素，指出物流质量、成本、周期以及系统柔性是影响顾客满意度的四个关键因素，并由此四个维度总结出第三方物流企业的关键绩效指标及绩效评价函数。最后，通过对第三方汽车物流企业的实证研究进一步说明以顾客满意为导向的绩效管理方法的实际应用。

In this paper, third-party logistics companies in the service nature of the industry starting to study the performance of different customers need different logistics, providing performance management must be the key to customer satisfaction-oriented performance management （CTP） thinking. Third-party logistics enterprises to customer satisfaction as the key performance-oriented management, from customer satisfaction, through an analysis of key business processes of logistics enterprises to study the factors affecting customer satisfaction within the enterprise, pointing out that logistics quality, cos4 cycle and system flexibility is The four key factors affecting customer satisfaction, and thus conclude that the four dimensions of third-party logistics business key performance indicators and performance evaluation function. Finally, third-party automotive logistics business for further empirical research shows customer satisfaction-oriented approach to performance management of practical application.