摘 要
深圳货代物流业经历了发展到快速发展高利润时期, 直到 2008 年一场突发的世
界金融危机和欧债危机，对货代物流业的重创愈加深重。面对我国对外贸易的摩擦
严峻，外部打压力度大，出口环境日益趋紧，国际战略压力增大，国内经济形势正
值转型的关键期，大批货代物流企业面临重新洗牌。如何在困境中崛起是摆在物流
企业管理者面前的重大课题，因而，研究处在低谷的深圳物流业，如何通过学习现
代物流理念，改进服务运作模式，求得企业的生存与发展具有重要的现实意义
本文通过介绍物流企业的发展趋势以及我国物流企业的服务的现状，以深圳美
贺物流公司为研究对象，首先，对深圳美贺物流企业的基本情况进行介绍。其次，
对公司运营服务的现状和服务流程进行分析，并找出运营服务中存在的问题，提出
公司服务流程改进的思路，阐述服务流程调整的必要性，分析调整中需要强化服务
意识和服务改进管理的优化策略。最后，结合在美贺公司的货代物流和仓储项目物
流两种物流模式中推行运用六西格玛管理中的“定义—测量—分析—改进—控制”
的方法，借助高层次流程图、因果图、流程分支图等六西格玛工具站在客户的立场
上，从过程及其输出和结果看问题，分析认定两种物流模式中分别产生问题的根本
原因，用创新的方案来解决两种模式中不同的问题，带来新的变化和新的结果。优
化项目流程后采用的“闭环”运营服务，不仅改进了管理模式，在市场实践中还更
好的满足了客户需求，得到了客户认可，提升了客户的满意度，获得了良好的效果，
使美贺公司市场竞争力和员工竞争力提高，使美贺公司重塑了六西格玛主动管理，
凭数据说话，团队合作和追求卓越的企业文化
关键词：物流企业 服务改进 六西格玛II
Abstract
Shenzhen logistics freight forwarding industry experienced development into fast
developed and high-profit period. Till to 2008, an outbreak of world financial crisis and
European debt crisis on the freight forwarding industry hit still deeply healing. Facing
China's foreign trade friction is grim, external call pressure degree, export environment is
increasingly tight, international strategic pressure increases, the domestic economic
situation at the critical period of transformation, large quantities of freight forwarding and
logistics enterprise is faced with reshuffle. How to rise abruptly in predicament is placed
in the logistics enterprise managers in front of a major issue, therefore, research of
Shenzhen logistics industry in the trough, through the study of modern logistics concept,
improves the service mode of operation, the enterprise survival and development is of
important practical significance.
This paper describes the development trend of logistics enterprises and the current
situation of the service of logistics enterprises in China, with Shenzhen Meihe Logistics
Company as object of study; first of all, the basic situation is introduced about Shenzhen
Meihe logistics enterprises. Secondly, the company operating the service status and
service process analysis, and find out the problems existing in the operation and service.
The company services process improvement ideas, elaborate service flow adjustment
necessity, analysis adjustment need strengthen the service consciousness and service
improvement management optimization strategy. Last, In combination with the methods of
two logistics modes about the forwarder logistics mode and warehouse project mode in
Meihe company’s promoted application of Six Sigma Management, the Definition -
Measurement - Analysis - Improvement - Control methods are used to study the processes,
outputs and results from the customer’s views with the help of high-level flow charts,
cause and effect diagrams, flow diagram and others. Analysis to produce the respectively
prime cause of the problem in the two logistics mode, with innovative solutions to the
different problems in the two logistics mode, brings new change and new results. Studies
have shown that the Six Sigma management is successfully implemented. After
optimizing business processes, the closed loop operations on the service improvementIII
management in the market meet customer demands with good customer acceptance.
Customer satisfaction has been improved with satisfactory results. So, it makes the market
competitiveness of the company and employees competitiveness increased, as well as
Meihe company remodeling of the Six Sigma initiative management, talk by data, team
work and the pursuit of excellence in corporate culture.
Key words: Logistics Company Service Improvement Six SigmaIV
目 录
摘 要...I
Abstract....II绪论
1.1 研究背景....(1)
1.2 研究的目的与意义 ......(3)
1.3 国内外研究现状 ...(4)
1.4 研究思路....(7)美贺物流及其服务管理现状
2.1 美贺物流的基本情况介绍 ......(9)
2.2 运营服务现状和服务流程 ....(10)
2.3 在运营服务中存在的问题以及原因分析 ....(11)
2.4 美贺物流服务流程的改进思路 .(13)货代物流六西格玛应用
3.1 货代物流的问题定义与测量 (16)
3.2 货代物流原因分析 ....(20)
3.3 确定改进方法 (21)
3.4 制定控制方案 (24)仓储项目物流六西格玛应用
4.1 仓储物流的问题定义与测量 (26)
4.2 仓储物流原因分析 ....(28)
4.3 确定改进方法 (29)
4.4 制定控制方案 (30)V六西格玛在美贺物流服务管理中实施的效果及评价
5.1 美贺公司提高了市场竞争力 (32)
5.2 全面提高员工的竞争力 .(34)
5.3 美贺公司管理哲学与企业文化相结合 .(35)
结束语...(38)
致 谢...(39)
参考文献......(40)1绪论
1.1
研究背景
根据国际的经验，工业化可以分成三个阶段，工业化初期，工业化中期，工业
化后期，在工业化初期，与此相对应的是商业、交通、通讯业领先发展。在工业化
中期，与此相对应的是金融、物流、保险、商务服务业快速发展。在工业化后期，
则各类生产性服务业全面发展，功能提升
中国处于工业化中期，城市化加速，这一时期，物流业的需求特别旺盛，物流
业在国民经济的发展中举足轻重，从 1978 年依靠计划经济安守一方天地的运输，邮
政业，到上世纪 90 年代第二次平静走过现代物流升级，再到今天面对第三次供应链
物流的转型。 物流业是融合运输业、仓储业、货代业和信息业等的复合型服务产业，
是国民经济的重要组成部分，涉及领域广、吸纳就业人数多，促进生产、拉动消费
作用大，在促进产业结构调整，转变经济发展方式和增强国民经济竞争力等方面发
挥着重要作用