关于连锁超市配送质量问题的研究

Research on Supermarket Chain Distribution Quality Problems

文中阐述了连锁超市配送中心、物流质量管理、服务质量管理等相关的概念与理论,描述了连锁超市配送中心目前运营的现状,提出了配送服务普遍存在的问题,如商品破损、交货延迟、顾客抱怨等。并总结了配送服务质量出现问题的原因,简单概括了外包因素、流程因素、设施配备因素等。以顾客满意度为评价主体,建立连锁超市配送中心配送服务质量指标体系。最后提出了流程改善、加强信息自动化、完善外包管理等建议来说明如何提高质量管理。

First this article expounds the supermarket chain distribution center ,logistics,quality management,service quality management ,and other related concepts and theories ,the second describes the supermarket chain distribution center of the present condition of the operation ,puts forward the common problem delivery service ,such as goods damage ,delay in delivery , customer complain ,etc.The third reason for the distribution service quality problems are summarized ,and simply summarized the outsourcing factors ,process and facilities equipped with factors .Article 4 in customer satisfaction as the evaluation main body , establish a supermarket chain distribution center distribution service quality index system .The fifth article put forward to strengthen information automation ,process improvement ,improve outsourcing management and so on to illustrate how to improve the quality management.