摘 要
隨著快遞市場(chǎng)的日益發(fā)展，各個(gè)企業(yè)都意識(shí)到改善自身、提高客戶服務(wù)質(zhì)量的重要性?？爝f企業(yè)的競(jìng)爭(zhēng)，最終將回歸到服務(wù)細(xì)節(jié)的比拼。未來(lái)這段時(shí)間，快遞怎么發(fā)展？可以用12個(gè)字概括：轉(zhuǎn)方式、調(diào)結(jié)構(gòu)、大發(fā)展、上水平。本文主要研究快遞公司的業(yè)務(wù)流程改進(jìn)問(wèn)題，在以提高客戶服務(wù)質(zhì)量的前提下，進(jìn)行流程改進(jìn)，期間要考慮到客戶參與的影響。最后針對(duì)快遞員一天的大約服務(wù)量，確定出一個(gè)服務(wù)時(shí)間，在隨機(jī)服務(wù)系統(tǒng)下，確保每個(gè)客戶都能得到最好的服務(wù)，防止延誤派送、延誤取件的發(fā)生，避免隨之而來(lái)的客戶流失。配送環(huán)節(jié)是整個(gè)環(huán)節(jié)的重中之重，需進(jìn)行重點(diǎn)改進(jìn)。
關(guān)鍵詞：流程改進(jìn)、客戶服務(wù)、客戶參與、隨機(jī)服務(wù)系統(tǒng)

Abstract
Along with the development of express market, each enterprise is to improve their own consciousness, improve the importance of quality service to customers. Express the enterprise the competitive, will eventually return to service of the detail of the rivalry. The future this time, express how development? Can use 12 words sum up: turn the way, construction, development, and a higher level. This paper makes a study of the express company business process improvement, in order to improve the customer service quality, under the premise of process improvement, want to consider the customer during the influence of participation. Finally, according to the express a day of about services, to determine a service time, in random service system, to ensure that each customer can get the best service, prevent delivery delay, delay take a happening, avoid subsequent loss of customers. Distribution is the key of the whole link link, need to undertake key improvements.
Keywords： technological process melioration、customer service、customer participation、Random service system

目 錄
摘要………………………………………………………………………………. I
Abstract………………………………………………………………………….....II
一、緒論 …………………………………………………………………………..1
（一）論文研究背景 ………………………………………………………….1
（二）論文研究目的及意義 ………………………………………………….2
（三）國(guó)內(nèi)外發(fā)展現(xiàn)狀……….. ……………………………………………….2
1、流程改進(jìn)………………………………………………………………….2
2、隨機(jī)服務(wù)系統(tǒng)……………………………………………………………..3
（四）論文主要研究?jī)?nèi)容……………………………………………………..4
二、全一快遞柳州網(wǎng)點(diǎn)流程改進(jìn)理論方法概述…………………………………4
（一）客戶服務(wù)質(zhì)量對(duì)流程運(yùn)作的影響……………………………………….5
（二）流程改進(jìn)……………………………………….…………………………5
（三）隨機(jī)服務(wù)系統(tǒng)……………………………………………………………...6
三、全一快遞柳州網(wǎng)點(diǎn)流程運(yùn)作現(xiàn)狀分析 ……………………………………...6
（一）全一快遞作業(yè)流程現(xiàn)狀…………………………………………………7
（二）全一快遞作業(yè)流程問(wèn)題及分析…………………………………………8
四、全一快遞柳州網(wǎng)點(diǎn)業(yè)務(wù)流程優(yōu)化改進(jìn)設(shè)計(jì)…………………………………9
（一）流程改進(jìn)的過(guò)程分析……………………………………………………9
（二）流程改進(jìn)后的方案分析………………………………………………..10
（三）隨機(jī)服務(wù)系統(tǒng)方案優(yōu)化………………………………………………..12
五、結(jié)論…………………………………………………………………………..13
致 謝 …………………………………………………………………………….14
參考文獻(xiàn) ………………………………………………………………………….15

參考文獻(xiàn)
[1] De Koster R.Performance approximation of pick-to-belt order picking systems[J].European Journal of Operational Research,2009,72:558-573
[2] Brynze r H.Johansson M I.Design and Performance of kitting and order picking systems[J].International Journal of Production Economies.2005,41:15-125
[3] JaneCC.storage Location assignment in a distribution center[J]. Internantionan Journal of Physical and Logistics Management.2006,30(1):55-71.
[4] Jewkes,E.,Lee,C,and R.Vickson,product location,allocation and server home base location for an order picking line with multiple servers[J].Computers&Operations Research,2007,31:623-626.
[5] Jane C C,Laih Y W.A clustering algorithm for item assignment in a synchronized zone order picking system[J].European Journal of Operational Research.2005,166(2):489-496.
[6] Petersen,C.G,Considerations in order picking zone configuration[J].Intemational Journal of Operations & Production Management,2008,27(7):793-805.
[7] Mellema,P.M.and Smith,C.A.,Simulation analysis of narrow-aisle order selection systems[J].Proceedings of the 1988Winter 28 Simulation Conference.2007,597-602.
[8] 王建亞.韓青.中國(guó)民營(yíng)快遞業(yè)現(xiàn)狀及發(fā)展策略研究[J].商場(chǎng)現(xiàn)代化，2008，（20）：218.
[9] 鄭麗.我國(guó)物流快遞業(yè)發(fā)展之探討[J].發(fā)展，2006，(10)：137-138
[10] 快遞咨詢網(wǎng)（www.cecss.com）.
[11] 徐勇.民營(yíng)快遞管理實(shí)務(wù).學(xué)林出版社，2010.
[12] 快件“爆倉(cāng)”成因與對(duì)策探析—交通運(yùn)輸部專(zhuān)家委員會(huì)郵政上海組研究組報(bào)告，2011年8月
[13] 快遞，2011年第25期
[14] 陳潔.精益生產(chǎn)與六西格瑪管理的對(duì)比整合[ M ] .中國(guó)水利水電出版社,2010年版.
[15] 鄒龍.物流運(yùn)輸管理[ M ] .重慶:重慶大學(xué)出版社,2008年版.
[16] 張峰．快..