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首页> 外文会议>2011 International Conference on Management Science and Industrial Engineering >Research on customer service planning of the third party logistics enterprise
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Research on customer service planning of the third party logistics enterprise

机译：第三方物流企业客户服务计划研究

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In addition to the daily management, planning future logistics service is very important to the third party logistics enterprise. The main contents of planning are analyzing the current logistics service elements and service level; accurately understanding customer expectations and feedback information; dividing customer groups according to the contribution and potential abilities, and formulating the corresponding policy of logistics services; evaluating the gaps between service ability and customer demand. For the important customers, the third party logistics enterprise can evaluate the service efficiency by DEA model through the appropriate evaluation index system of the inputs and outputs, analyze the gaps between its own level and competitors' level, identify the shortcomings in customer service, and improve customer service level continuously.
机译：除了日常管理外，规划未来的物流服务对于第三方物流企业也非常重要。规划的主要内容是分析当前的物流服务要素和服务水平;准确了解客户的期望和反馈信息;根据贡献度和潜在能力划分客户群，制定相应的物流服务政策;评估服务能力和客户需求之间的差距。对于重要的客户，第三方物流企业可以通过DEA模型，通过适当的投入和产出评估指标体系来评估服务效率，分析其自身水平与竞争对手水平之间的差距，找出客户服务中的不足，以及不断提高客户服务水平。

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