本文選題：服務(wù)管理　切入點(diǎn)：流程優(yōu)化　出處：《廣東財(cái)經(jīng)大學(xué)》2017年碩士論文

【摘要】：隨著互聯(lián)網(wǎng)的高速發(fā)展,也拉動(dòng)了物流快遞業(yè)的發(fā)展。根據(jù)年報(bào),UPS從2007年到2016年,業(yè)務(wù)量從40.1億件增長(zhǎng)至50.3億件,聯(lián)邦快遞業(yè)務(wù)量由30.2億件增長(zhǎng)至43.5億件,由此看出國(guó)際快遞巨頭的競(jìng)爭(zhēng)非常激烈。在業(yè)務(wù)量增加的同時(shí),卻忽略了質(zhì)的提升,最終導(dǎo)致物流服務(wù)質(zhì)量下降。通過(guò)對(duì)公司的業(yè)務(wù)流程優(yōu)化,提高物流服務(wù)質(zhì)量,提升企業(yè)整體工作效率,降低運(yùn)營(yíng)成本,提升公司在市場(chǎng)的競(jìng)爭(zhēng)力。聯(lián)邦快遞隨著業(yè)務(wù)量的增加,服務(wù)質(zhì)量在逐漸下降。主要表現(xiàn)在包裹無(wú)法及時(shí)送至客戶手中。在清關(guān)過(guò)程中,經(jīng)常需要花費(fèi)幾天的時(shí)間,清關(guān)效率有待提高;在分揀過(guò)程中,包裹經(jīng)常出現(xiàn)堵塞,無(wú)法按時(shí)裝上飛機(jī)運(yùn)送;在派件過(guò)程中,包裹當(dāng)天無(wú)法及時(shí)派給客戶,包裹滯留在操作站點(diǎn)等問(wèn)題。本文首先使用服務(wù)藍(lán)圖法,將物流的整個(gè)流程采用圖形的方式來(lái)表現(xiàn),對(duì)流程進(jìn)行分析研究。其次,根據(jù)服務(wù)藍(lán)圖分析出的關(guān)鍵流程進(jìn)行優(yōu)化:先通過(guò)里約里程法,計(jì)算轉(zhuǎn)運(yùn)中心與操作站之間的距離,得出一套優(yōu)化轉(zhuǎn)運(yùn)路徑,然后使用粒子群算法,計(jì)算操作站點(diǎn)與客戶地址之間的距離,得出一套最優(yōu)派送路徑;然后使用PDCA循環(huán),對(duì)清關(guān)流程包括快件清關(guān)流程和普貨通關(guān)流程進(jìn)行優(yōu)化;最后利用目標(biāo)函數(shù)對(duì)供件頻率的計(jì)算,得出包裹與包裹之間最優(yōu)距離,采用模型分析方法來(lái)進(jìn)行研究供件量和上件的順序問(wèn)題,根據(jù)計(jì)算出結(jié)果進(jìn)行優(yōu)化。優(yōu)化后的派件流程,派件時(shí)間由原來(lái)的3小時(shí)縮短至2小時(shí);優(yōu)化后的清關(guān)流程,清關(guān)退單率有原來(lái)的10%降為3%,及清關(guān)效率提升了7%;優(yōu)化后的分揀流程,分揀時(shí)間由原來(lái)的3小時(shí)縮短至2.5小時(shí),提升了分揀效率。綜上得出,在整個(gè)物流流程中,基于3個(gè)主要環(huán)節(jié)的流程優(yōu)化,減少了包裹轉(zhuǎn)運(yùn)的時(shí)間,保證包裹可以準(zhǔn)時(shí)的送達(dá)客戶手中。本文通過(guò)收集流程優(yōu)化后的數(shù)據(jù),進(jìn)行評(píng)估,得出優(yōu)化研究的價(jià)值,對(duì)以后物流公司對(duì)于流程優(yōu)化研究具有一定的研究?jī)r(jià)值。
[Abstract]:With the rapid development of the Internet, the development of the logistics express industry has also been driven. According to the annual report, UPS has increased its business volume from 4.01 billion units to 5.03 billion units from 2007 to 2016, and FedEx business volume has increased from 3.02 billion to 4.35 billion units. From this, we can see that the competition of international express delivery giants is very fierce. While the volume of business is increasing, the quality of logistics service is neglected, which eventually leads to the decline of logistics service quality. By optimizing the business process of the company, we can improve the quality of logistics services. Improve the overall efficiency of the enterprise, reduce operating costs, enhance the competitiveness of the company in the market. FedEx as the volume of business increases, The quality of service is gradually declining. This is mainly reflected in the fact that packages cannot be delivered to customers in time. In the process of customs clearance, it often takes several days for customs clearance efficiency to be improved. In the sorting process, packages often become clogged. The package can not be sent to the customer on the same day, and the package is stuck at the operation station. Firstly, this paper uses the service blueprint method to display the whole flow of logistics in a graphic way. Secondly, the key processes are optimized according to the service blueprint. First, the distance between the transit center and the operation station is calculated by the Rio mileage method, and a set of optimized transfer paths is obtained. Then the particle swarm optimization algorithm is used to calculate the distance between the operation site and the customer address, and an optimal delivery path is obtained, and then the PDCA cycle is used to optimize the customs clearance process, including the express customs clearance process and the general customs clearance process. Finally, the optimal distance between package and package is obtained by using objective function to calculate the frequency of the contribution. The model analysis method is used to study the quantity of contributions and the order of the upper parts, and the optimized distribution flow is obtained according to the calculated results. The distribution time was shortened from the original 3 hours to 2 hours; after the optimization of the customs clearance process, the clearance rate was reduced from 10% to 3%, and the clearance efficiency was increased by 7%. After the optimization of the sorting process, the sorting time was shortened from the original 3 hours to 2.5 hours. It is concluded that in the whole logistics process, the optimization of the process based on three main links reduces the time of package transshipment. To ensure that the package can be delivered to the customer on time. This paper collects the data after process optimization to evaluate the value of optimization research, logistics companies for the future research on process optimization has a certain value.
【學(xué)位授予單位】：廣東財(cái)經(jīng)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：F259.1

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本文編號(hào)：1688988