中通快遞公司業(yè)務(wù)運(yùn)作流程優(yōu)化分析

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摘要： 隨著生活水平的日益提高和物資交換的飛速進(jìn)行，近幾年，網(wǎng)購業(yè)務(wù)的發(fā)展和諸多因素促使快遞業(yè)務(wù)的蓬勃興起。在電子商務(wù)無處不在的今天，快遞行業(yè)的與日俱增，機(jī)會和挑戰(zhàn)充盈在整個行業(yè)的氣氛中。國內(nèi)快遞公司在行業(yè)迅速壯大的同時也在迎接國外快遞行業(yè)的沖擊。在激烈的市場競爭中，我國快遞公司在起步晚的同時還面臨著業(yè)務(wù)運(yùn)作流程不完善的局面，普遍存在某些問題和挑戰(zhàn)，阻礙了企業(yè)的進(jìn)步和快遞行業(yè)的發(fā)展。
本文通過對上海中通快遞公司業(yè)務(wù)運(yùn)作流程分析與優(yōu)化的研究，發(fā)現(xiàn)業(yè)務(wù)流程存在的問題，主要有業(yè)務(wù)流程不完善，流程順序或是流程本身不合理；機(jī)械化程度低，影響工作效率；管理機(jī)制不嚴(yán)謹(jǐn)，企業(yè)組織機(jī)構(gòu)設(shè)置不緊密；信息通道建設(shè)薄弱，信息流跟不上企業(yè)發(fā)展的需求。對此并提出了改善措施：根據(jù)企業(yè)自身調(diào)整不合理業(yè)務(wù)流程；加大投資，采用托盤叉車增強(qiáng)機(jī)械化建設(shè)；企業(yè)對組織機(jī)構(gòu)的調(diào)整和管理機(jī)制的改革調(diào)整；投入精力加強(qiáng)企業(yè)信息通道的發(fā)展建設(shè)。
與此同時，中通快遞作為國內(nèi)較成熟的快遞公司之一，其存在的問題也是行業(yè)大多數(shù)公司普遍存在的問題。本文最后提出的一些改善建議進(jìn)一步作用于快遞行業(yè)，促進(jìn)整個行業(yè)的進(jìn)步發(fā)展。只有在改進(jìn)中不斷進(jìn)步發(fā)展，才能在國外同行業(yè)的沖擊下，適應(yīng)市場的需求，順應(yīng)時代的發(fā)展，使自己立于不敗之地。
關(guān)鍵詞： 中通快遞；快遞業(yè)務(wù)流程；流程分析與優(yōu)化；信息建設(shè)


Abstract: with the standard of living in the exchange of material and increasing rapidly, in recent years, the development of online shopping and many factors cause the express business booming. In today's e-commerce everywhere, express industry growing, filled with opportunities and challenges in the industry as a whole atmosphere. Domestic express delivery company in the industry developed rapidly at the same time meet the impact of foreign express delivery industry. In the fierce market competition, express company in China in the late also faced with business processes imperfect situation, some common problems and challenges, hindered the progress of the enterprise and thedevelopment of express industry
Based on the express company business process analysis and optimization of pass in Shanghai, found that business process problems, the main business process is not perfect, the process sequence or process itself is not reasonable; low degree of mechanization, affects the working efficiency; management mechanism is not strict, enterprise organization is not tight; information channel construction is weak, the information flow can not keep up with the needs of enterprise development. This and puts forward improvement measures: according to the enterprise own adjustment is not reasonable business process; increase investment, strengthen the forklift mechanized construction; adjustment and enterprise management mechanism of organization reform; to strengthen the development and construction focus of enterprise information channel.
At the same time, express services as one of the more mature domestic express delivery company, universal existence problems is the industry most of the company's problems. Finally, some improvement suggestions for further action on the express industry, promote the progress of the whole industry development. Progress in the improvement of development only, can be in the same industry under the impact, to meet the needs of the market, the development of the times, to remain invincible.
Keywords: ZhongTong Express；Express business process；Process analysis and optimization；Information construction

目錄
第一章 緒論 1
1.1研究背景 1
1.2研究目的及意義 1
1.3國內(nèi)外研究現(xiàn)狀綜述 2
1.3.1 國外研究現(xiàn)狀 2
1.3.2 國內(nèi)研究現(xiàn)狀 3
1.3.3 國內(nèi)外研究現(xiàn)狀述評 3
1.4 研究思路和研究內(nèi)容 4
1.4.1 研究思路 4
1.4.2 研究內(nèi)容 5
第二章 流程優(yōu)化相關(guān)內(nèi)容 6
2.1流程優(yōu)化的定義 6
2.1.1流程 6
2.1.2流程優(yōu)化 6
2.2流程優(yōu)化的主要途徑 6
2.2.1流程改造 6
2.2.2設(shè)計新的流程 7
2.3流程優(yōu)化的方法 8
2.3.1 ESIA分析法 8
2.3.2 ECRS分析法 9
2.4 快遞行業(yè)業(yè)務(wù)流程優(yōu)化主要目標(biāo) 10
2.4.1 盈利目標(biāo) 10
2.4.2 自身發(fā)展目標(biāo) 11
2.4.3 行業(yè)發(fā)展目標(biāo) 11
2.4.4 社會目標(biāo) 11
第三章 中通快遞業(yè)務(wù)流程現(xiàn)狀分析 12
3.1中通快遞的企業(yè)背景 12
3.2 中通快遞業(yè)務(wù)流程分析 12
3.2.1中通快遞業(yè)務(wù)流程的基本步驟 12
3.2.2中通快遞信息流的基本步驟 13
3.2.3收件業(yè)務(wù)流程 14
3.2.4派件業(yè)務(wù)流程圖 16
3.3中通快遞業(yè)務(wù)流程存在的問題分析 17
3.3.1 流程設(shè)計存在的問題 17
3.3.2流程運(yùn)行中組織與管理的問題 18
3.3.3流程中信息運(yùn)營的問題 18
3.4中通快遞流程問題的原因分析 19
3.4.1 流程設(shè)計不合理的原因 19
3.4.2 流程運(yùn)行中組織與管理不明確的原因 19
3.4.3 流程中信息運(yùn)營薄弱的問題 19
第四章 中通快遞業(yè)務(wù)流程優(yōu)化策略 21
4.1流程優(yōu)化設(shè)計 21
4.2加強(qiáng)流程運(yùn)作中組織與管理的規(guī)范化 25
4.3增強(qiáng)流程信息運(yùn)營的建設(shè) 25
第五章 總結(jié) 27
參考文獻(xiàn) 28
致謝 30