基于PDCA循环的B2C电商物流服务传递系统优化

Optimization of B2C E-commerce Logistics Service Delivery System Based on PDCA Cycle

B2C电商在服务传递过程中会发生各种物流服务失误,应用戴明的PDCA循环理论,从"计划、实施、检查、处理"四个环节开展B2C电商物流服务传递系统优化,促进企业物流服务水平螺旋式上升,减少顾客经济资源损失和社会资源损失,不断提升顾客购物体验,增强顾客黏度。

Various of service failures always occur during the procedure of service delivery of B2C E-commerce. However, Deming＇s PDCA cycle theory can be applied to optimize the service delivery system of B2C E-commerce from the four links： plan, implement, examination, settlement. It not only promotes the spiral level of logistics service in enterprises, but also reduces the loses of customers＇ economic resources and social resources. Therefore, increasing customer shopping experience brings enhanced customer viscosity.