摘要随着我国电子商务的不断发展，第三方物流企业迎来了巨大的市场需求和成长空间。同时，随着针对物流行业各项法律法规的逐步完善，物流企业的发展环境和发展条件也得到了巨大的改善。可是，因为缺乏服务科学指导，第三方物流企业在其服务能力、服务质量和服务传递效率等方面存在诸多问题。本文首先简述了服务流程和服务蓝图的概念，并查阅大量相关资料，分析总结当前物流企业在服务流程中存在的问题。接着在此基础上，以南通叠石桥家纺城飞鹤物流公司为例，从服务流程的角度，绘制了其服务蓝图。并从业务过程和服务蓝图关键点两个方面对飞鹤物流公司提出服务流程优化策略。86292

毕业论文关键词： 物流企业；服务蓝图；服务流程优化

Service flow analysis and optimization of logistics enterprise based on service blueprint

Abstract With the continuous development of e-commerce, third-party logistics enterprises ushered in the huge market demand and growth。 Meanwhile, with the gradual improvement of laws and regulations for the logistics industry, the logistics enterprise development environment and development conditions have also been a huge improvement。 However, because of the lack of scientific guidance services, third-party logistics enterprises there are many problems in its service capacity, service quality and efficiency of service delivery and other aspects。 This paper outlines the blueprint for service processes and service concepts, and review a lot of relevant information, analyzes and summarizes the current problems of logistics enterprises in the service processes exist。 Then on this basis, to Nantong Textile City flying crane logistics company, for example, from the service process perspective, drawn blueprint for its services。 And two aspects of flying crane logistics companies to service processes from business process optimization strategies and services blueprints key points。

With the continuous development of e-commerce, third-party logistics enterprises ushered in the huge market demand and growth space。 Meanwhile, with the gradual improvement of laws and regulations for the logistics industry, the logistics enterprise development environment and development conditions have also been changed a lot。 However, because of lacking guidance of scientific services, third-party logistics enterprises exist many problems in its service ability, service quality and efficiency of service delivery。 This article firstly resumes the concept of service process and service blueprint, secondly, analysis and summarizes problems existed in logistics’s service process by consulting a large number of relevant documents。 Based on that, the article finally uses Feihe Logistics Company as example to draw service blueprint from the angle of service process。 Finally, putting forward the optimization strategy to Feihe Logistics Company from two aspects of business process and key points。

Keywords: Logistics enterprises; Service blueprint; Service flow optimization 

目录

0引言 1

1相关理论基础 1

1。1服务流程 1

1。2服务蓝图理论 2

1。2。1服务蓝图的涵义 2

1。2。2服务蓝图的主要构成 2

1。2。3服务蓝图的应用步骤 3

1。2。4服务蓝图中的关键点 5

2物流企业服务流程中存在的问题 5

2。1服务理念不高 5