基于QFD的物流企业服务质量控制策略

Research on Service Quality Control Strategy of Logistics Enterprise Based on QFD

从顾客角度出发,用质量功能展开法(QFD)分析物流服务顾客需求信息,找出决定服务水平的关键要素,并将服务质量需求转化为物流企业的服务质量特性指标,再进一步转换成物流企业的生产运作职能与技术标准,落实到各职能部门。将物流服务的质量功能展开模型应用于某零担物流公司,通过分析其部分关键服务过程,设计了服务质量控制指标,转化成为物流服务质量控制指标,得到了良好运用。

With the method of Quality Function Deployment （QFD）, the article analyzes the customer requirement information of logistics service, and identifies key factors that determine the level of service from the customer＇s perspective. To convert the service quality requirement into logistics service quality characteristics index of logistics enterprises, and further to convert it into the operation functions and technical standards of logistics enterprises, and implement it into the functional departments. Finally, the QFD model is applied to a less - than - truckload logistics enterprise, and by analyzes part of its key service process to design service quality control index which achieved good application.