钢铁物流服务绩效评价体系研究

华中科技大学硕士学位论文钢铁物流服务绩效评价体系研究姓名：韩新萍申请学位级别：硕士专业：工商管理指导教师：徐贤浩20080426IIIAbstractThisarticleisdividedintofourmainparts.Thispaperusesthetheoreticalmethodswhichcombiningpracticalapplication,toanalyzeandevaluate.Forlogisticsservicesofsteelindustry.Anoverviewoftheimportantmeaningoflogisticsservices,featuresandthemaincontentoflogisticsservices,summedupthevalueoflogisticsservices;Expoundonthemeaningofperformanceevaluationandintroducetheoriesandmethodsoftheperformanceevaluationoflogisticsservices.ProvideanoverviewoflogisticsdevelopmentofseverallargesteelenterprisesinChina,andintroducethemainchainofsteelenterpriseslogistics,presenttheproblemswhichexistinthedevelopmentoflogisticsservices.Fromseveralaspectssuchas,thesurveysofthecustomersatisfactionfrequent,customercomplaints,protectivecontrolofproductdelivery,andstandardizedproductcoding,logisticsservicesine-commerce,discussthesteellogisticsservicespractice.Discussontheeffectivenessoflogisticsservicesofsteelenterpriseandthestrategieswhichcanimprovelogisticsservicesofsteelenterprise.Firstintroducetheprinciplesofconstructingevaluationoflogisticsserviceofironenterprises,choicethecriterionanddesigncriterionsanddistributetheweightedaverage,andexplainthemeaningofeachindicatorsandcalculationmethods.Throughperformanceevaluationcanfoundoutlogisticsfactorsthatmakecompaniesgivegroundduringthemarketingcompetition.Accordingtotheresultsoftheevaluation,enterprisesrectifywiththeirownproduct'scharacteristics.ThisLogisticsactivitiesassessmentenablesenterprisestofurtherreducelogisticscostsatthesametimeofdevelopingvalue-addedservices,therebycreatecustomervalue,gainthelogisticsprofit.Keywords:LogisticsservicesPerformanceevaluationThesteelenterpriseLogisticsbenefitIndicatorssystemIII111.1“”1.2ABIAmericanBusinessIntelligence1994-199636151996[1]2197819801985ATKearney14%-20%“”[2]3DEA[7]1.31.3.11231.3.24522.12.1.15R5“”2.1.2162342.1.3123,74562.1.4[11]1242382.1.571009701997101998-6.8%-8.0%-9.4%-5.1%1.5%2.1.62.22.2.1112.2.21(Balancedscorecard)2-112[22]///2-1[23]2KPIKPIKeyPerformanceIndication13[25]KPIKPIKPI3BenchmarkingBenchmark[28]4ARC1099“YES”YES1141324637849101533.1“”200110IC.4.5“”——2006253010“”198216201520153.2123417563.312“”“”34——185671944.14.1.120%“”“”“10.90.70.30”201123455110.90.70.30100%ijjMMMMMMM=×+×+×+×+×=×∑M1M2M3M4M5M=∑(Mi×Pi)×100%(Pi)4.1.2“”/112345212123“”4“”56“”89104.1.3224.1.414-18BCDEFGJMNZ2321217124-21DN2DQ3DY4GJ:5HB6JR7JZ8LG9LT10QR11QZ12SJ13TX14TY15YB16YY17ZG××××××××××××4-2171724314-34-324-44-434-5(0-9)4-544-625(0-9)(1-5)4-64.1.514-71ERPCRMWEBe-mail2CRMWEBCAWEB263CRM4ERP4-7CCAALLLL--CCEENNTTEERR27CRMERPERP5CRM6CRM24-8284-8123456783///()Abc()291,23,4,4.24.2.1301234564-14-11-•••2••••--•3•——4••4.2.2“”131“”“”2TCMTCM(TotalCostManagement)TCM“”“”TCMTCM34JIT(Just-In-Time)ABC32()5“”“”——6733(TPL)TPLTPL3455.1123455.2“”3511234521//362/5.2.11122123374563455.2.2555-1385-115-15-120%40%20%10%10%25-2395-210%10%20%10%10%20%10%10%35-35-315%10%25%20%20%10%5-415%15%15%20%15%20%405-530%30%40%5-610%10%10%10%10%10%10%15%15%5-715%15%15%15%20%20%415-820%30%20%30%5-930%30%40%45-105-1025%25%15%15%20%55-11425-1115%20%15%15%15%10%10%65-125-1220%30%20%30%5.2.31180%-100%50%-79%20%-49%0%-19%24325-135-13315-145-14100%-97%97%-93%93%-85%85%=/=/5-155-151%-9%10%-19%20%-34%35%445-165-1634-89-16245-175-1795%90%-94%85%-89%80%25-185-1834-1011-2424=/=/345=/=/=/=/5-195-191%1%-3%4%-5%5%4=/465-205-203%4%-8%8%-15%15%5-215-212525-3535-454555-225-2298%93%-97%88%-92%87%=/5-23475-233%4%-7%8%-11%12%5-245-246456=/5-25485-2595%90%-94%85%-89%84%=/5-265-2690%80%-89%70%-79%69%5-275-2770%55%-69%40%-54%39%7xi-1=∑xi•yi,xiyi495.3“”“”“”“”“”11234)21234506512006452[1],..:,2001[2]·.——.,,:,2001[3],.:,2004[4],..,2000(3):7-11[5]..,2000(3):35-38[6]..:.2001[7],..,2004(4):42-45[8]..,2003(1):18-21[9],..,2003(11):33-37[10]..(),2003(4):18-22[11]..,2003(8)23-25[12],,,..,2003(5):27-30[13],..,2003(4):12-15[14],..,2003(8):34-37[15]..:,2003[16]..,2003(6):36-38[17]..,2003(5):41-42[18][]J.,J.,M.•..:,2004[19]..:,200253[20].:.,2000(10):12-15[21].——[J].,2001(5):32-33[22]..,2001(1):34-35[23].——.,2002(4):20-21[24]..:,1999[25]..,1999(5):41-43[26]..:,2004[27]..:,2002[28]..:,2002[29],..:,2001[30][].—.:,1999[31]..:,2001[32]..,2003(3):19-21[33]..:,2003[34],..:,2003[35]..:,2001[36]..:,2001[37],..:,2000[38]..:,2001[39],..:,2005[40]..:,2001[41]JeremyShapiro.Modelingthesupplychain.CiticPublishingHouse,2001[42]MichielRLeenders,Purchasingandsupplymanagement.12th.ed.McgtawHill,2002[43]DonaldJBowersox,DavidJClass,MBixbycooper.Supplychainlogistics54management.McgtawHill,2002[44]FredAKuglin.Custom-centeredsupplychainmanagement:alinkbylinkguide.NewYorkManagementAssociationCompany,1998[45]DavidFRoss.CompetingthroughsupplychainManagement:creatingmarket-winningstrategiestroughsupplychainpartnerships.NewYork,Chapman&Hall,1998[46]DvaidJBloomberg,AdrainMurry,JoeBHanna.Themanagementofintegratedlogistics.ARimPerspective.UpperSaddleRiver,N.J.printiceHall,1997[47]MartinChristopher.Logisticsandsupplychainmanagementstrategiesforreducingcostandimprovingservice.ElectronicIndustryPublishingPress,200