以竞争为导向的物流企业客户服务水平设定研究

The Research on Customer Service Level of Logistics Enterprises Based on Competition

物流企业制定客户服务水平标准采用的方法主要有以客户为导向、以成本/收益为导向和以竞争为导向三种类型。前两者操作起来稍显麻烦,并且相关指标难以量化,而传统的以竞争为导向制定物流服务水平标准的方法,虽然可操作性较强,但并未对众多指标的决策结果给出优先级,并且当指标较多时,操作较为麻烦。可以利用Excel表,对绩效评估图和竞争地位图的表现形式加以改进,并根据相关结果对决策结果进行排序,得出综合排名,进而制定出更优的服务水平决策。

There are mainly three methods for logistics enterprises to develop customer service level,such as customer oriented,cost/profit oriented and competition oriented.In the first two,it is difficult to operate,and the relevant indicators are difficult to quantify,and although the traditional method which is workable to develop the logistics service level standards,but not many indicators of decision-making results are given priority,and when the index is more,the operation is more troublesome.Excel table can be used to improve the performance of the performance evaluation and competitive position chart,and the results of the decision based on the results of the sort,the comprehensive ranking,and then develop a better service level decision.