圆通快递物流服务的研究分析

摘要

在我国经济水平的提高和电子商务的迅速发展下，快递业在我国成为近几年增长最快的行业之一，也为我国的快递企业提供了较好发展空间。随着快递市场逐渐的完善和快递行业的激励竞争，一般的快递服务质量已经远不能满足客户了。为了满足顾客多样化的物流服务和期待获得高水平的服务质量，更为了快递企业获得长远的发展，物流服务的优化问题成为影响物流企业形成市场竞争力的重要因素。

圆通快递有限服务公司是民营物流企业中十分具有代表性的快递公司，作为民营物流企业的重要组成部分之一，圆通快递的发展对于民营物流企业的发展有重要的作用。但是，在目前圆通快递的物流服务现状中存在时效性、安全性、人员素质水平低下等系列问题，本文结合专业知识与相关的调查文献，首先对圆通公司的物流服务的发展现状的进行分析总结，从中指出圆通快递公司物流服务中存在的主要问题，最后对提高圆通快递的物流服务水平提出相应的改进和改善建议。

关键词：圆通快递；物流服务质量；改进措施

Research on Logistics Service of YuanTong Express

Abstract

With the rapid development of economy and the development of e-commerce, shopping network has been closely related to people's lives, providing good development space for express enterprises in China. At the same time, the express industry is also facing a difficult problem. Express logistics is not only limited to speed, but also to meet people's different needs. Private express enterprises to long-term development, we must constantly improve the quality of service. Therefore, the quality and optimization of logistics service has become an important factor to improve the market competitiveness of logistics enterprises.

Yuantong express service co., ltd. is a representative express company among private logistics enterprises. As an important part of private logistics enterprises, the development of yto express plays an important role in the development of private logistics enterprises. But in yuantong express in the process of the development of the timeliness, safety, staff level is low, etc, this paper combined with professional knowledge and the related research literature, first of all, yuantong survey of current situation of the company's service quality and service, according to the evaluation standard of service quality, comprehensive evaluation of yuantong express, as well as the improvement direction. Finally, put forward Suggestions for improvement. It is hoped that it

can provide favorable Suggestions for the future development of yto express company and valuable reference for other domestic logistics industries.

Key words:Yuantong Express; Quality of Logistics service; Solution

目录

第一章绪论 (2)

1.1研究背景和意义 (2)

1.2研究内容及框架 (3)

第二章圆通快递物流服务的发展现状 (4)

2.1圆通公司的发展概述 (4)

2.2圆通速递的主要业务介绍 (5)

2.3圆通的业务能力分析 (6)

2.4圆通快递行业环境分析 (8)

第三章圆通物流服务存在的问题分析 (9)

3.1包裹的安全性低 (9)

3.2寄送的效率低 (10)

3.3爆仓现象 (10)

3.4暴力分拣现象 (10)

3.5快递人员业务素质能力低 (10)

第四章圆通快递服务存在问题的优化改进 (11)

4.1提高快递包裹安全性 (11)

4.2提高寄送的效率 (12)

4.3爆仓问题的解决 (12)

4.4暴力分拣问题的解决 (13)

4.5加强对公司员工素质能力的培养 (13)

结束语 (13)

参考文献.................................................... 错误!未定义书签。致谢....................................................... 错误!未定义书签。

第一章绪论

1.1研究背景和意义

快递业是近代中国的新兴行业，在我国电子商务的迅速发展的环境下，快递业在我国的发展也因此受益，成为近几年增长最快的行业之一。另外，随着快递行业的发展，我国的国民经济运作得到提高，促进了企业的结构调整，推动了社会经济发展，到2013年底为止，快递业务收入在GDP中所占比例为0.25%，其增速为GDP增速的5倍[1]。目前我国快递市场主要有三大竞争实力：国外快递巨头、民营快递企业、EMS。其中EMS本应是上世纪80年代初的快递巨头，现在份额下降到不到10%。[2]截止至2013年，全国规模以上