發(fā)布時(shí)間：2018-05-25 02:16

  本文選題：物流 + 客戶服務(wù)��； 參考：《首都經(jīng)濟(jì)貿(mào)易大學(xué)》2017年碩士論文

【摘要】：A公司是規(guī)模和實(shí)力居市場(chǎng)領(lǐng)先地位的現(xiàn)代物流企業(yè),是我國(guó)最大的中外合資第三方物流企業(yè),隸屬中國(guó)第一、世界第二的航運(yùn)界巨頭A集團(tuán)。作為A集團(tuán)的支柱產(chǎn)業(yè),A公司一直以“做最強(qiáng)的物流服務(wù)商,做最好的船務(wù)代理人”為奮斗目標(biāo),秉承“一切為了客戶滿意”的服務(wù)理念,堅(jiān)持以戰(zhàn)略為導(dǎo)向、以企業(yè)效益為導(dǎo)向、以持續(xù)改進(jìn)為導(dǎo)向,對(duì)客戶、員工、合作伙伴進(jìn)行完全客戶滿意管理。致力于為國(guó)內(nèi)外廣大客戶提供現(xiàn)代物流等服務(wù)。隨著經(jīng)濟(jì)全球化和市場(chǎng)的逐漸開(kāi)放,物流行業(yè)的競(jìng)爭(zhēng)日趨激烈,客戶對(duì)企業(yè)的滿意度變得尤為重要。A公司成立伊始,為了切實(shí)將公司的管理理念落到實(shí)處,創(chuàng)立物流公司的服務(wù)品牌,落實(shí)“專家型代理、人性化服務(wù)”的代理準(zhǔn)則,以提升客戶服務(wù)質(zhì)量為目標(biāo)的各項(xiàng)工作在系統(tǒng)內(nèi)全面展開(kāi)。其中,以“A公司TCSS完全客戶滿意度調(diào)查和測(cè)評(píng)”的開(kāi)發(fā)和實(shí)施作為客戶服務(wù)重點(diǎn)工作率先推出。經(jīng)歷了數(shù)年的發(fā)展演變,客戶滿意度項(xiàng)目逐漸形成了以客戶滿意度調(diào)查與測(cè)評(píng)為核心的服務(wù)管理體系。通過(guò)先進(jìn)的指數(shù)模型,結(jié)合PLS-SEM偏最小二乘結(jié)構(gòu)方程模型的度量方法,以數(shù)據(jù)分析建模能力作為支持,幫助企業(yè)持續(xù)改進(jìn)。TCSS解決了眾多企業(yè)針對(duì)客戶滿意度調(diào)查不科學(xué)、不規(guī)范、不嚴(yán)謹(jǐn)和未借助IT化信息系統(tǒng)的力量挖掘客戶調(diào)查數(shù)據(jù)的價(jià)值等諸多質(zhì)量管理的問(wèn)題。系統(tǒng)學(xué)習(xí)并實(shí)施過(guò)TCSS完全客戶滿意度調(diào)查和測(cè)評(píng)后,A公司的員工在遇到客戶滿意度與企業(yè)利益發(fā)生沖突時(shí),就會(huì)形成“以客戶為中心”的思考模式,并在落實(shí)經(jīng)營(yíng)理念、細(xì)化管理思路、創(chuàng)立服務(wù)品牌、提高全系統(tǒng)的服務(wù)質(zhì)量上,產(chǎn)生了長(zhǎng)遠(yuǎn)的積極影響。基于上述考慮,本文的研究主要從A公司TCSS測(cè)評(píng)體系,UCSI指數(shù)模型和六維路徑分析等方面,研究了TCSS完全客戶滿意度調(diào)查和測(cè)評(píng)的方法,包括測(cè)評(píng)依據(jù)、測(cè)評(píng)工具,測(cè)評(píng)路徑和詳盡的執(zhí)行情況,并以公司工程業(yè)務(wù)板塊作為典型案例,通過(guò)具體的數(shù)據(jù)和圖表進(jìn)行了深入的剖析。以實(shí)際數(shù)據(jù)的統(tǒng)計(jì)結(jié)合全系統(tǒng)近三年的數(shù)據(jù)指數(shù)比對(duì)分析,重點(diǎn)而詳細(xì)地闡述了TCSS在A公司業(yè)務(wù)層面、戰(zhàn)略層面的應(yīng)用。作為客戶關(guān)系管理的一個(gè)有機(jī)組成部分,TCSS從2000年至今,在A公司已經(jīng)運(yùn)行了15年。它的開(kāi)展與實(shí)施,有效地提高了A公司的客戶滿意度和忠誠(chéng)度。經(jīng)過(guò)數(shù)年的實(shí)踐證明,TCSS所做的項(xiàng)目設(shè)計(jì)和調(diào)查測(cè)評(píng)方法不僅對(duì)A公司的質(zhì)量管理和服務(wù)持續(xù)改進(jìn)提供了科學(xué)系統(tǒng)可操作的管理方式,收獲了非常好的效果,同時(shí)也具有在其他企業(yè)和業(yè)務(wù)領(lǐng)域普遍應(yīng)用的普及價(jià)值。
[Abstract]:Company A is the leading modern logistics enterprise in scale and strength. It is the largest Sino-foreign joint venture third party logistics enterprise in China, which belongs to Group A, the largest shipping giant in China and the second in the world. As the pillar industry of group A, company A has been "to be the strongest logistics service provider, to be the best shipping agent" as the goal, adhering to the "all for customer satisfaction" service concept, adhere to the strategic orientation, Enterprise benefit oriented, continuous improvement oriented, complete customer satisfaction management to customers, employees and partners. Committed to providing domestic and foreign customers with modern logistics and other services. With the economic globalization and the gradual opening of the market, the competition in the logistics industry is becoming more and more fierce, and the customer satisfaction to the enterprise becomes particularly important at the beginning of its establishment, in order to put the management concept of the company into practice, Establish the service brand of logistics company, carry out the agency standard of "expert agent, humanized service", and carry out all kinds of work in the system with the aim of improving customer service quality. Among them, "A company TCSS complete customer satisfaction survey and evaluation" development and implementation of customer service as the focus of the first launch. After several years of development and evolution, the customer satisfaction project has gradually formed a service management system with customer satisfaction survey and evaluation as the core. Through the advanced exponential model, combined with the measurement method of PLS-SEM partial least squares structural equation model, and supported by the modeling ability of data analysis, this paper helps enterprises to continuously improve .TCSS to solve the problem of unscientific and non-standard investigation of customer satisfaction in many enterprises. Some quality management problems, such as the value of customer survey data, and so on, are excavated without the help of IT information system. After studying and implementing the TCSS complete customer satisfaction investigation and evaluation, the employees of company A will form the "customer-centered" thinking mode when they encounter the conflict between customer satisfaction and enterprise interests, and implement the business philosophy. Refinement of management thinking, establishment of service brand, improvement of the whole system of service quality, has a long-term positive impact. Based on the above considerations, this paper mainly studies the TCSS complete customer satisfaction survey and evaluation methods from the aspects of TCSS index model and six-dimensional path analysis, including the evaluation basis, evaluation tools, and so on. Evaluation path and detailed implementation, and take the company engineering business as a typical case, through the specific data and charts for in-depth analysis. Based on the actual data statistics and the data index comparison analysis of the whole system in the past three years, the application of TCSS in the business level and strategic level of A company is expounded in detail. TCSS, an integral part of customer relationship management, has been in operation for 15 years since 2000. Its development and implementation, effectively improve A company's customer satisfaction and loyalty. After several years of practice, it has been proved that the project design, investigation and evaluation method made by TCSS not only provides a scientific system operable management method for the quality management and service continuous improvement of company A, but also yields very good results. At the same time, it also has universal application value in other enterprises and business fields.
【學(xué)位授予單位】：首都經(jīng)濟(jì)貿(mào)易大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F274;F259.23

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