基于六西格玛管理的电商物流服务质量改进

Analysis and Improvement of E-commerce Logistics Service Quality Based on Six Sigma Management

随着电子商务的快速发展,物流服务成为普通消费者生活享受服务的重要组成部分。物流服务作为电子商务实体产品转移的支柱产业,其服务质量的好坏对电子商务的发展起着重要作用,围绕电子商务环境下物流服务质量控制展开,通过当前电商客户对物流服务质量客观评价、反馈,寻找物流服务存在的问题,运用六西格玛及精益管理思想。

With the rapid development of e-commerce,logistics services has become an important part ofthe lives of ordinary consumers.Logistics service,as the pillar industry of product transfer of e-commerce enti-ties,plays an important role in the development of e-commerce.This paper focuses on the quality control of lo-gistics service under the e-commerce environment.Through the objective evaluation and feedback from currente-commerce customers on the quality of logistics service,it seeks the existing problems in logistics service.By-applying the Six Sigma and management ideas and techniques,this paper puts forward some suggestions to im-prove the service qualities of logistics for electronic commerce.