摘要
在引进和介绍工业企业过程能力基础上,界定了第三方物流服务过程能力。以快递物流为例,运用服务蓝图技术分析了物流服务流程,确定了内部服务评价的主客体关联图,改进了Hallowell内部服务质量测量指标和问项,得到了各相关部门内部服务质量评价结果,通过专家赋权法给出各部门相对整体服务质量的重要性权重,并对各部门的评价结果进行加权综合,从而得到了物流企业过程能力指数,为评价和动态监控物流商内部服务质量、分析质量问题产生的根源、理顺物流服务内部流程等奠定了基础。
On the basis of an introduction of the process capability of industrial enterprises, the paper defines the service process capability of 3PL enterprises. Illustrated by express logistics services, it employs service blueprint technology to analyze the logistics service process and determines the subject-object correlativity chart of the internal service evaluation. Then it improves the indices and items of Hallowell internal service quality measurement and obtains the evalutian results of the internal service quality of the relevant departments. Finally through expert weighting and integration of the evaluation results of the relevant departments, it arrives at the process capability index of logistics enterprises, laying the foundation for the dynamic monitoring, fault tracing and ordering of the internal process of logistics services.
出处
《物流技术》
2010年第5期33-36,共4页
Logistics Technology
