【摘要】：在經(jīng)濟全球化和信息化的今天,市場對于第三方物流企業(yè)的需求是如何有效地管理供應鏈的物流過程,將物流、信息流、資金流有效集成并保持高效運作。在這一背景下,第三方物流企業(yè)在保證貨物安全及時送達的基礎上,還需要不斷改進業(yè)務流程以滿足客戶新興的各項需求,以期提高客戶滿意度,提升企業(yè)的核心競爭力。本文的研究目的是,從公司的實際出發(fā),在存在投訴較為集中的海運部研究如何基于六西格瑪DMAIC方法來改進業(yè)務流程,降低客戶投訴,提高客戶滿意度。本文的研究意義是,運用六西格瑪DMAIC方法來改進公司業(yè)務流程的同時,希望探討出的以客戶需求為導向的流程改進思路,DMAIC流程改進方法以及改進后的業(yè)務流程有值得同行業(yè)借鑒的地方。 本文首先分析了當前D物流公司海運部存在的問題,提出了基于六西格瑪DMAIC方法來研究改進D物流公司海運部業(yè)務流程的必要性和可行性。接著論述了D物流公司海運部基于六西格瑪DMAIC方法來改進業(yè)務流程的具體策略。最后對改進效果進行評價,對成功經(jīng)驗進行總結(jié)。
[Abstract]:In today's economic globalization and informatization, the market demand for third-party logistics enterprises is how to effectively manage the logistics process of supply chain, integrate logistics, information flow and capital flow effectively and maintain efficient operation. Under this background, on the basis of ensuring the delivery of goods safely and timely, the third party logistics enterprises also need to continuously improve the business process to meet the emerging needs of customers, in order to improve customer satisfaction and enhance the core competitiveness of enterprises. The purpose of this paper is to study how to improve business process based on six Sigma DMAIC method to reduce customer complaints and improve customer satisfaction in the shipping department which has concentrated complaints from the company. The significance of this paper is to use six Sigma DMAIC method to improve the business process of the company, at the same time, we hope to explore the customer demand oriented process improvement thinking. DMAIC process improvement methods and improved business processes are worthy of reference with the industry. This paper first analyzes the existing problems of shipping department of D logistics company, and puts forward the necessity and feasibility of improving the business process of shipping department of D logistics company based on six Sigma DMAIC method. Then, the paper discusses the strategy of improving business process based on six Sigma DMAIC method in D logistics company. Finally, the improvement effect is evaluated and the successful experience is summarized.
【學位授予單位】：廈門大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F273

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本文編號：2407548