第三方物流区域配送质量指标体系研究

上海交通大学硕士学位论文第三方物流区域配送质量指标体系研究姓名：张立申请学位级别：硕士专业：物流工程指导教师：赵一飞;许志峰2008042834AbstractChineselogisticshasgainedverybigdevelopmentinthelateyears,modernlogisticshasbeenbeingpaidcloseattentiontograduallyinthenewindustry.Butbecauseofconditionalvariousrestricting,logisticsqualitybecomesourcountrylogisticstradedevelopmentbottleneck.Inprocessdevelopinginthirdpartylogisticsindustry,logisticssupplierandneedierareboththinkthatservicequalityisthemainreflectionandthelifeoflogisticsenterpriseandthemagicweaponofcompetitioninthemarket.Logisticsisthinkedasonekindofaservesactivity,howeverthedistributionisfunctionalintegratingofdiversifiedlogisticsandcriticalelementtofacecustomerdirectly.Itisveryimportantsignificancetobuilduplogisticsdistributionqualityindexsystemwhichwouldhelptoanalyzeproblemaboutdistribution,searchforgoodimprovewaysforenterpriseitself,andmakeourcountrylogisticlevelinlinewiththeinternationalcircumstance.Practiceprovedthatitcanhelpenterprisegreatlyimprovetheenterprisecompetitioninthemarketplacetoimplementscientificqualitymanagementandbuiltupqualityindexsystemandestimateenterprisequalityintheindustryunceasingly.Inthethesis,wemakethethirdpartylogisticsdistributionqualitysearchasthemainbody.Using“servicequalitygapmodel”tohelpthelogisticsenterprisetoanalyzevariouscause,usingthecirculationstatisticstobuildthekeyfactorqualityindex,andusingfuzzycomprehensivewaytodealwithcustomerevaluationbasedonfeeling.Atlast,wechooseaMYJdistributiontoproveit.Accordingtothisarticle,itwouldhelpdistrictdistributionlogisticsenterprisetojudgequalityinasimplywayandofferasetofimprovementroute.Keywords:Thirdpartylogistics,areadistribution,qualityindex,fuzzycomprehensiveway1200806032008060320080608111.154%27%53%35%1-11-1Table1-1Degreeofsatisfactionresultofbusinessenterpriseservestothirdpartylogistics542323534072755183553122004380042003,2004227%54%63%55%75%1-1Figure1-1Satisfiedsituationofthirdpartylogistics1-2Table1-2NumberofArticlesinChinesePeriodicalDatabaseSearchedwiththeKeyWords“logisticsquality”199819992000200120022003200420052006200765100111251330501804152028703921069%11%31%82%60%60%89%88%37%31-3Table1-3NumberofArticlesinChinesePeriodicalDatabaseSearchedwiththeKeyWords“indexsystemoflogisticsquality”1998199920002001200220032004200520062007011351018355687000200%67%100%80%94%60%52%1.2,41.31.4[1][2][3][4][5]522.12.1.1CouncilofLogisticsManagement””””2.1.2ThirdPartyLogisticsTPL3PLoutsourcing2000200362-1Figure2-1Thirdpartylogisticsrelation””””72-1””ERPMRPGISGPSEDIITS200382.1.352-11%Table2-1Thirdpartylogisticsservicecontentproportion807010205573361152005409MelvynJ.Peter7001994VanLaarhoven512.22-2%Table2-2Thethirdpartylogisticsbeingputintousemostoftenservescontent2-22.1.4,””20001062%62%56%50%48%LeasewagLeasewag31—10%18%20201%208035%209020%20032005112.22.2.1RaymandFisk1995ISO90002000service11ISO84022000121980Gronroos.CGronroos1983Customerperceivedservicequality2.2.211200012199912132.2.313·1982SERVQUALSQPE142.213DoaldJ.BowersosDavidJ.Closs1999142003142-2Figure2-2Logisticsservicequalitycontent2.3.21519851988””152004211~111516””2-3Figure2-3Thelogisticsservicequalitygapformstheprocess51111620031611124%”4%”””””85%15%2100%PDCA1733317PDCA://”,3.219SCM,,.,200320.,,2001193.2.13.2.2202~33.33-1Figure3-1Distributioncenterjobtechnologicalprocess213.42121http//”””JUST”247RJITJIT24,JIT,,2005264,25PullPush44.1252004274.2284.3294.3.1JIT26F%100QQF×=sc1QCQsJJ=∑∑m1in1iJJ%100×2JinmJITS%100QmQnQmS×−=326200230QmQnW%100QQcQWs×−=s4QsQcK%100QmQyK×=5QmQyZ%100QcQZ×=s6QsQcM%100QtcQM×=7QtQcY%100QcQY×=s8QsQc314.3.24-14-1Table4-1Thedistributionqualityindexfromcustomer324.41965Zadeh2728272004287~91282003331Uu1u2um2Vv1v2vn3R4w4.4.1Uu1u2u3u4u5,u6uii=123456iu1={u11u12}u2={u21u22u23u24}u3={u31u32u33}u4={u41u42}u5={u51u52}u6={u61u62}uijiju234.4.249345Vv1v2v3v4v5v1v2v3v4v54.4.3R=m5m4m3m2m125242322211514131211RRRRRRRRRRRRRRRΜΜΜΜΜm=234mnR0mnR1mnn=12345{}0022.0217.0457.0304.0{}0022.0152.0500.0326.0R=0022.0152.0500.0326.00022.0217.0457.0304.04.4.4w()m321=()m321Λm5m4m3m2m125242322211514131211rrrrrrrrrrrrrrrΜΜΜΜΜ=()54321bbbbb∆=BBοM()⊕•,()∑=•⊕=n1iijijrabjbj12345C=∑∑==•n1jkjn1jkjbjb9k12PDCA3655.11200”20022920027-11POS292002375-2Figure5-2MYJDistributioncenterlogisticsoperatesapattern5.22007AC305.3ACACnielsen3130ACnielson://×=sc78%JJ=∑∑m1in1iJJ%100×85%S%100QmQnQmS×−=82%W%100QQcQWs×−=s91%K%100QmQyK×=95%Z%100QcQZ×=s67%M%100QtcQM×=98%Y%100QcQY×=s72%67%395.3.2AC565-25-2Table5-2Markingstandard5-3Table5-3Markingstandard5~44~33~22~11~040A()16.012.008.025.033.006.0A=R=00045.055.000040.060.000025.075.00055.028.017.0035.