冷链物流服务过程的质量评价

Study on the Process Quality Evaluation of Cold-Chain Logistics Service

我国冷链物流业中普遍存在着物流服务质量监管体系缺陷问题,开展冷链物流服务过程质量评价的研究,可以为冷链物流企业的质量管理以及制定冷链物流业相关国家标准、法律法规等提供必要的理论依据和方法参考。本文运用危害分析和关键控制点理论方法,分析冷链物流服务过程中的危害和关键控制点,建立监测指标;运用精益六西格玛质量管理工具分析物流过程的稳定性,确定冷链物流服务过程关键控制因素;应用模糊层次分析方法对冷链物流服务过程关键控制因素进行分类,对非定量因素进行量化处理,并将冷链物流过程因素量化为可统计指标。

The defects of quality administration system of logistics services exist generally in the cold chain logistics industry of China. The research on evaluation of process quality of cold chain logistics services can provide essential theory evidence and method reference for quality management of cold chain logistics enterprises, as well as making national standard （also laws and regulations） for cold chain logistics industry. Based on the in-depth analysis of the logistics service quality literature, a study framework about the evaluation of the quality of cold chain logistics services is put forward. With the help of HACCP theory and methodology, the hazard and critical control point is analyzed and some monitor indicators are established; with the help of analytical tools of Lean Six Sigma, the stability of operation process is analyzed, variations in the process and critical control factors of cold chain logistics services are found; with the help of FAHP, the critical control factors of cold chain logistics service process are classified and the non-quantitative factors are quantified.