韻達(dá)快遞某分部運營業(yè)務(wù)流程改善研究

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摘要：近幾年，隨著電子商務(wù)的興起，網(wǎng)購的發(fā)展，快遞企業(yè)快速興起。但是機(jī)遇與挑戰(zhàn)并存。國內(nèi)的快遞企業(yè)數(shù)量快速增加，與此同時，國外的一些先進(jìn)的快遞企業(yè)也在逐步進(jìn)軍中國市場。在競爭激烈的快遞市場，我國多數(shù)快遞企業(yè)的運營業(yè)務(wù)流程還不夠完善，普遍存在缺陷，阻礙了企業(yè)的發(fā)展。
本文通過韻達(dá)快遞涵江分部運營業(yè)務(wù)流程的研究與分析，發(fā)現(xiàn)主要存在機(jī)械化程度低，影響工作效率；取件流程不完善；服務(wù)水平低；業(yè)務(wù)覆蓋范圍有限；投訴難，投訴受理難等問題，并提出改善建議：采用托盤化操作，逐步實現(xiàn)機(jī)械化；加強(qiáng)企業(yè)內(nèi)部管理，提高員工素質(zhì)；通過便利店合作，設(shè)立代收點，拓寬業(yè)務(wù)范圍；完善客戶投訴和處理機(jī)制；在旺季應(yīng)多安排工作人員，以減輕員工的工作量等。
同時，由于其他快遞公司與韻達(dá)快遞涵江區(qū)分部存在許多相似的問題。因此，本文將改善建議進(jìn)一步提升至所有快遞企業(yè)，有利于促進(jìn)整個快遞行業(yè)的改善。快遞企業(yè)只有不斷改善，才能適應(yīng)時代的需求，才能不斷提升自身的競爭力。

關(guān)鍵詞：快遞企業(yè) 韻達(dá)快遞 問題 改善 競爭力


Abstract：In recent years, online shopping keep developing under the rise of e-commerce, and express enterprises rise rapidly. But challenge coexist with opportunity. The number of express enterprises in Chain has increased rapidly, at the same time, some advanced foreign express enterprises enter the China market gradually. In the express delivery market’s fierce competition, the business process of most of our express enterprise is still not perfect, which have common defects, hinder the development of enterprises.
This article talks about research and analysis of Hanjiang division of Yunda express operation business process, and then found main problems: the low degree of mechanization, affects the working efficiency; the procedure of collecting delivery is not perfect; the low service level; the business scope covered not enough; customers complaint and the complaints are solved in difficulty. According to above problems, this article put forwad the suggestion: adopt tray operation, and realize the mechanization gradually; strengthen internal management, improve staff quality; expand the scope of business; cooperate with convenience stores, set up collection points; improve the customer complaint and handling mechanism; in the busy time should arrange more people, in order to reduce the workload of staff.
At the same time, because the other express companies and Yunda express Hanjiang district division has many similar problems. Therefore, this paper will put up the improvement suggestion further to all express enterprises, in order to promote the improvement of express industry. Express enterprise need to continue to improve, to meet the needs of the times, and then they can improve the competitiveness of their own.
Key words: express enterprise; Yunda express; problem ; improvement; competitiveness


目錄
引言 1
第一章 研究背景和意義 2
1.1韻達(dá)快遞公司運營業(yè)務(wù)流程改善的研究背景 2
1.2韻達(dá)快遞公司運營業(yè)務(wù)流程改善的研究意義 3
第二章 快遞公司運營業(yè)務(wù)流程理論研究 3
2.1快遞公司運營業(yè)務(wù)流程 3
2.2快遞公司運營業(yè)務(wù)流程改善的目標(biāo) 4
2.2.1市場目標(biāo) 4
2.2.2創(chuàng)新目標(biāo) 4
2.2.3盈利目標(biāo) 5
2.2.4社會目標(biāo) 5
第三章 福建省xx市涵江區(qū)韻達(dá)分部的業(yè)務(wù)流程概況 5
3.1韻達(dá)快遞運營業(yè)務(wù)流程現(xiàn)狀 5
3.1.1包裹快遞流程（流程圖如圖1） 5
3.1.2涵江區(qū)快遞分部主要業(yè)務(wù)流程介紹 6
3.2韻達(dá)快遞涵江分部運營業(yè)務(wù)流程存在的問題 7
3.2.1機(jī)械化程度低，影響工作效率 7
3.2.2取件流程不完善 8
3.2.3服務(wù)水平低 8
3.2.4業(yè)務(wù)覆蓋范圍有限 9
3.2.5投訴難，投訴受理難 9
第四章 韻達(dá)快遞涵江分部運營業(yè)務(wù)流程改善方案 9
4．1采用托盤化操作，逐步實現(xiàn)機(jī)械化 9
4.2加強(qiáng)企業(yè)內(nèi)部管理，提高員工素質(zhì) 10
4.3拓寬業(yè)務(wù)范圍 11
4.4完善客戶投訴和處理機(jī)制 12
4.5在旺季應(yīng)多安排工作人員，以減輕員工的工作量 13
第五章 適應(yīng)快遞企業(yè)發(fā)展的運營業(yè)務(wù)流程改善的建議 13
5.1優(yōu)化快遞公司的運營模式 13
5.2提高管理水平，加強(qiáng)隊伍建設(shè) 14
5.3加強(qiáng)網(wǎng)點建設(shè) 15
5.4多元化發(fā)展 15
結(jié)論 17
致謝 18
參考文獻(xiàn) 19