基于PDCA的供应链视角下物流客户服务绩效评价研究

在系统总结国内外相关文献的基础上,设计了基于PDCA循环的供应链视角下物流客户服务绩效评价流程,并针对每个流程给出了控制重点,旨在通过对绩效评价流程的规范管理,不断提高物流客户服务绩效和供应链整体绩效水平。在绩效评价方案设计环节提出了给予供应链整体绩效提升的物流客户服务绩效评价方法和指标体系,在绩效评价方案实施环节给出了应用模糊层次分析法选择物流服务商的步骤。

Performance Evaluation Logistics Customer Service from Supply Chain Perspective Based on PDCA Cycle

Based on classic PDCA cycle control theory,we study process management of logistics customer service performance evaluation from supply chain perspective.On the basis of systematic review of related literature at home and abroad,we propose a process of logistics customer service performance evaluation from supply chain perspective based on PDCA cycle,and in the light of each process control key points are given for the improvement of standard management of performance evaluation process and the performance level of logistics customer service and supply chain.In the performance evaluation scheme design,we put forward logistics customer service performance evaluation method and index system to improve the overall performance of the supply chain.And in the performance evaluation scheme we lay out implementation method of logistics customer services of the chosen procedure based on fuzzy analytic hierarchy process.