基于PDCA循环的物流服务质量优化研究

Research on Logistics Service Quality Optimization Based on PDCA Cycle

物流业作为21世纪的重要朝阳产业,肩负着为整个国民经济和社会生活提供物流保障的巨大责任,服务于亿万民众。物流业作为服务行业,其物流服务质量的高低,对于整个国民经济和物流客户满意度的影响起着至关重要的作用。因此,开展优化物流服务质量的研究具备重大的现实意义。鉴于PDCA循环法能够起到有效优化服务质量的作用,故其同样适用于优化物流服务质量。基于PDCA循环法、物流服务质量等相关理论的基础上,通过构建一个全新的、有效的物流服务质量评价体系,采用PDCA循环法全方位优化物流服务质量。

Logistics industry as an important sunrise industry in the 21 st century,shouldering the enormous responsibility of providing logistics support for the entire national economy and social life,serving hundreds of millions of people. Logistics industry as a service industry,the quality of its logistics services,aiming at the impact of overall national economy and logistics customer satisfaction. Studying the optimization of logistics service quality is of great practical significance for the development of national economy and the improvement of logistics customer satisfaction. The PDCA cycle method is an effective method that is very suitable for optimizing service quality,the optimization of logistics service quality also applies. This paper focuses on the related theory of PDCA cycle method and logistics service quality,constructed a new indicator system for logistics service quality evaluation,and the PDCA cycle method is used to optimize the logistics service quality.