摘 要
隨著快遞市場的日益發(fā)展，各個企業(yè)都意識到改善自身、提高客戶服務質(zhì)量的重要性?？爝f企業(yè)的競爭，最終將回歸到服務細節(jié)的比拼。未來這段時間，快遞怎么發(fā)展？可以用12個字概括：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)務流程改進問題，在以提高客戶服務質(zhì)量的前提下，進行流程改進，期間要考慮到客戶參與的影響。最后針對快遞員一天的大約服務量，確定出一個服務時間，在隨機服務系統(tǒng)下，確保每個客戶都能得到最好的服務，防止延誤派送、延誤取件的發(fā)生，避免隨之而來的客戶流失。配送環(huán)節(jié)是整個環(huán)節(jié)的重中之重，需進行重點改進。
關(guān)鍵詞：流程改進、客戶服務、客戶參與、隨機服務系統(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）國內(nèi)外發(fā)展現(xiàn)狀……….. ……………………………………………….2
1、流程改進………………………………………………………………….2
2、隨機服務系統(tǒng)……………………………………………………………..3
（四）論文主要研究內(nèi)容……………………………………………………..4
二、全一快遞柳州網(wǎng)點流程改進理論方法概述…………………………………4
（一）客戶服務質(zhì)量對流程運作的影響……………………………………….5
（二）流程改進……………………………………….…………………………5
（三）隨機服務系統(tǒng)……………………………………………………………...6
三、全一快遞柳州網(wǎng)點流程運作現(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)流程問題及分析…………………………………………8
四、全一快遞柳州網(wǎng)點業(yè)務流程優(yōu)化改進設計…………………………………9
（一）流程改進的過程分析……………………………………………………9
（二）流程改進后的方案分析………………………………………………..10
（三）隨機服務系統(tǒng)方案優(yōu)化………………………………………………..12
五、結(jié)論…………………………………………………………………………..13
致 謝 …………………………………………………………………………….14
參考文獻 ………………………………………………………………………….15

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