摘要
第三方物流企业客户服务绩效关系到企业整体运作绩效,客户绩效考评指标的建立,有利于提高绩效服务水平,增强企业的竞争力。利用服务蓝图分析了物流服务过程,并且分析了服务质量的形成机理,从服务前台和服务后台两部分构建了第三方物流企业客户服务绩效考评指标,并利用模糊综合评价方法加以评价,试图达到有效监控、提高物流服务绩效水平的目的。
The customer service performance of the third-party companies has respect to the overall operating performance of the whole company. The creation of performance evaluation indicator system for customer service is helpful to performance improvement, competitiveness increase of the company. The paper analyzes the whole process of logistics and the formation principle of service quality, creates evaluation indicator system for customer service of the third party logistics companies for both service frontline and backyard, so as to realize effective monitoring, control and upgrade of performance level of logistics service through fuzzy comprehensive evaluation method.
出处
《铁道货运》
2009年第1期9-10,13,共3页
Railway Freight Transport
关键词
第三方物流企业
客户服务
绩效考评指标
The Third Party Logistics Company
Customer Service
Performance Evaluation Indicator
