【正文】 編號(hào) 淮安信息職業(yè)技術(shù)學(xué)院 畢業(yè)論文 題 目 物流企業(yè)提高物流服務(wù)質(zhì)量對(duì)大達(dá)物流公司的探討 學(xué)生姓名 張引南 學(xué) 號(hào) 64101011 系 部 商學(xué)院 專 業(yè) 物流管理 班 級(jí) 641010 指導(dǎo)教師 聶家林 顧問教師 二 〇一三 年六月 摘要 II 摘 要 隨著經(jīng)濟(jì)的不斷發(fā)展，我國的物流企業(yè)越來越多，隨之也面臨著巨大的競(jìng)爭(zhēng)壓力，大大小小的物流公司不僅存在著 價(jià)格競(jìng)爭(zhēng)，當(dāng)然作為企業(yè)顧客服務(wù)的主要構(gòu)成部分的物流服務(wù)也成為企業(yè)之間競(jìng)爭(zhēng)的關(guān)鍵。從物流業(yè)的長(zhǎng)久發(fā)展情況來看，我國大部分物流企業(yè)現(xiàn)在提供的物流服務(wù)主要在運(yùn)輸和倉儲(chǔ)這一塊，市場(chǎng)競(jìng)爭(zhēng)方面主要是通過價(jià)格來作為最根本的競(jìng)爭(zhēng)手段。為了我國物流業(yè)的更好發(fā)展，必須改變這樣的一種現(xiàn)象，最關(guān)鍵的就是建立新的物流服務(wù)模式，改變傳統(tǒng)物流停滯不前的現(xiàn)象。如何才能將物流公司經(jīng)營(yíng)的更出色，適應(yīng)如今形勢(shì)的發(fā)展，如何在物流服務(wù)方面做好，以這一難題引起了眾多經(jīng)營(yíng)者和有志之士的關(guān)注和憂慮如今也成為了物流業(yè)的一大熱門話題。 本文通過對(duì)江蘇百成大達(dá) 物流有限公司的研究，分析了大達(dá)物流公司的發(fā)展現(xiàn)狀，并指出了大達(dá)物流公司在物流服務(wù)方面和管理過程中的一些問題，對(duì)于這些問題也提出了相對(duì)應(yīng)的解決措施，提出了合理化的發(fā)展對(duì)策。 關(guān)鍵詞 ：物流服務(wù)，創(chuàng)新 ，客戶服務(wù)，企業(yè)競(jìng)爭(zhēng)力 Abstract Abstract With the development of economy, more and more logistics enterprises in China, also facing huge petition pressure, large and small logistics pany, not only the existence of price petition, of course, as a customer service enterprises constitute the main part of the logistics service has bee a key point in the petition between enterprises. From the longterm development of the logistics industry, the majority of logistics enterprises in China are now providing logistics services mainly in the transport and storage of this one, the market petition is mainly through the price as the fundamental means of petition. In order to improve the development of China39。s logistics industry, must change such a phenomenon, the key is to establish a new logistics service mode, change the traditional logistics remain stagnant phenomenon. How can the logistics pany is more outstanding, adapt the present situation, how to do well in logistics services, to this problem caused many operators and a person of noble aspirations of the concerns and worries now has bee a hot topic in the logistics industry. In this paper, through the study of Jiangsu Baicheng dada Logistics Co. Ltd., analyzes the current development of large logistics pany, and points out some problems in the logistics service and management in the process of large logistics pany, for these problems are also put forward the corresponding measures, put forward the development countermeasures rationalization. Keywords: logistics service, innovation, customer service, the petitiveness of enterprises.目錄 IV 目 錄 摘 要 ............................................................................................................................ II Abstract ........................................................................................................................ III 第一章 緒論 .................................................................................................................. 1 研究背景 ............................................................................................................ 1 研究目的與研究意義 ........................................................................................ 1 研究目的 ................................................................................................. 1 研究意義 ................................................................................................. 1 研究方法 ............................................................................................................ 1 論文框架 ......................................................................................................... 2 研究?jī)?nèi)容 ................................................................................................. 2 技術(shù)路線圖 ............................................................................................. 2 第二章 物流服務(wù)的含義與作用 .................................................................................. 4 物流服務(wù)的含義與內(nèi)容 .................................................................................... 4 物流服務(wù)的含義 ...................................................................................... 4 物流服務(wù)的特征 ..................................................................................... 4 物流服務(wù)的內(nèi)容 ..................................................................................... 4 物流服務(wù)的功能 ................................................................................................ 5 物流服務(wù)的作用與地位 .................................................................................... 5 第三章 我國大達(dá)物流服務(wù)管理現(xiàn)狀分析 .................................................................. 7