快遞服務(wù)質(zhì)量提升策略

1、目錄 目錄1.相關(guān)理論綜述........................................................................................................................31.1 快遞業(yè)概述.............................................................................

2、........................................31.2 服務(wù)質(zhì)量基本概念 .........................................................................................................41.3 快遞服務(wù)質(zhì)量 .................................................

3、................................................................42.我國(guó)快遞業(yè)現(xiàn)狀及發(fā)展前景 ................................................................................................52.1 我國(guó)快遞業(yè)的發(fā)展現(xiàn)狀 ............................

4、.....................................................................52.2 快遞業(yè)對(duì)我國(guó)國(guó)民經(jīng)濟(jì)的意義和影響..........................................................................72.3 我國(guó)快遞業(yè)發(fā)展前景 .........................................

5、............................................................82.4 我國(guó)快遞業(yè)服務(wù)存在的問(wèn)題 .........................................................................................93.快遞服務(wù)質(zhì)量評(píng)估體系的建立及綜合評(píng)價(jià)................................

6、.......................................123.1 顧客的滿意度調(diào)查 .......................................................................................................123.1.1 顧客滿意度調(diào)查的目的和方法 .........................................

7、...................................123.1.2 調(diào)查結(jié)果及分析 ....................................................................................................123.2 客戶服務(wù)質(zhì)量評(píng)價(jià)體系的原則 .................................................

8、..................................133.3 建立客戶服務(wù)質(zhì)量評(píng)價(jià)體系的步驟 ...........................................................................143.4 客戶服務(wù)質(zhì)量評(píng)價(jià)體系的建立 .....................................................................

9、..............143.4.1 一級(jí)指標(biāo)的設(shè)立 ....................................................................................................143.4.2 二級(jí)指標(biāo)的設(shè)立 ..........................................................................

10、..........................153.5 各項(xiàng)指標(biāo)區(qū)間確定． ...................................................................................................173.6 確定評(píng)價(jià)指標(biāo)權(quán)重 ................................................................

11、.......................................183.6.1 構(gòu)造判斷矩陣，確定權(quán)重 ....................................................................................183.7 FE 快遞公司服務(wù)質(zhì)量的綜合評(píng)價(jià).......................................................

12、........................203.7.1 計(jì)算各指標(biāo)值 ........................................................................................................203.7.2 綜合評(píng)價(jià)結(jié)果 ..............................................................

13、..........................................213.7.3 重要性--滿意度分析..............................................................................................224FedEx 西安服務(wù)質(zhì)量改進(jìn)策略...............................................

14、..............................................244.1 將信息技術(shù)引入到日常操作中，提高工作效率........................................................254.2 針對(duì)客戶業(yè)務(wù)特點(diǎn)的多樣性提供供應(yīng)鏈解決方案....................................................25中文摘要快遞業(yè)運(yùn)作的核

15、心和發(fā)展的根本是企業(yè)的服務(wù)質(zhì)量。現(xiàn)階段，隨著經(jīng)濟(jì)的飛速發(fā)展和全方位的參與全球市場(chǎng)競(jìng)爭(zhēng)，使得我國(guó)的快遞運(yùn)輸企業(yè)面臨越來(lái)越激烈的競(jìng)爭(zhēng)。因此在整個(gè)服務(wù)過(guò)程中發(fā)生的許多問(wèn)題，尤其是快遞服務(wù)質(zhì)量一直阻礙著我國(guó)眾多快遞企業(yè)的可持續(xù)發(fā)展。目前國(guó)內(nèi)外關(guān)于快遞業(yè)服務(wù)質(zhì)量問(wèn)題的研究并不多見。如何有效的改善我國(guó)快遞企業(yè)服務(wù)質(zhì)量是本論文研究的出發(fā)點(diǎn)。本文首先對(duì)我國(guó)快遞業(yè)的發(fā)展現(xiàn)狀進(jìn)行分析，找出目前我國(guó)快遞業(yè)服務(wù)中存在的問(wèn)題。然后以 FedEx(中國(guó))西安分公司