摘 要
快递主要提供的是门到门的信件和包裹寄递服务。20 世纪 80 年代以来，多家国际
快递公司认为中国快递市场具有很大的潜力，纷纷在中国投入大量资金与中国对外运输
集团进行合作建立合资公司，抢占中国快递市场。这些国际快递公司的进入，为中国的
快递市场带来了新的动力。国内众多快递企业都希望与国际巨头合作，拓展自己的网络
的同时，也给中国和国际商户，以及有国际快递需求的众多人群带来了便捷。国际快递
进入中国市场不仅帮助中国外贸飞速成长，也带动了很多的国内快递企业飞速发展。虽
然，国际快递进入中国市场受到国家政策的限制，主要是不允许经营国内文件业务，但
其每年在中国市场的业务增长率都是高速向前的。中国作为世界上最早实现国内通邮的
国家之一，为何截至到现在依然没有一家能够与四大快递巨头抗衡的快递企业呢？国际
快递巨头又是依靠什么牢牢占据世界快递市场的呢？强大的网络支撑，雄厚的资金实
力，优质的服务都可作为答案之一。但是，良好质量控制体系，才是支持企业不断向前
的动力。

本文通过价值链理论，戴明理论的指引，分析了 D 公司作业质量控制的现状，提出
了质量控制体系中存在的问题，并通过问题的分析，帮助 D 公司完善质量控制体系。

归根结底，快递企业作为服务业的一支，其根本的立足点在于服务，而强大的网络
支持，雄厚的资金，高素质的派送人员都是提供优质服务的基础。对于企业来讲，质量
是生命线，服务质量的好坏，直接影响到客户的满意度，也直接影响到企业的成败。一
个以客户为导向的质量控制体系，才真正能帮助快递企业夯实这些基础。本文的最终目
的是希望通过帮助 D 公司完善其质量控制体系，给现在正在飞速发展中的国内快递企业
在快递作业质量控制方面一些参考，帮助国内快递企业尽快完善质量控制体系。

关键字：快递；质量控制；服务；

Abstract
Express is the main provider of letters and parcels door to door service delivery concerns.
Since the 1980s, a number of international express courier company believes Chinese market
has great potential, have invested heavily in China and the Chinese Foreign Transportation
Group to establish a joint venture cooperation, seize the Chinese express delivery market.
These international courier company to enter China's express delivery market has brought a
new impetus. Many domestic courier companies want to cooperate with the international
giants to expand their networks, but also to the Chinese and international businesses, and
many people have brought international express demand convenience. International Express
enter the Chinese market will not only help the rapid growth of China's foreign trade, but also
led a lot of the rapid development of the domestic courier companies. Although international
courier to enter the Chinese market restrictions of national policy, the main file is not allowed
to operate domestic services, but its annual business growth in the Chinese market are
high-speed forward. China, as one of the oldest countries in the world to achieve the domestic
postal, why as of now still no one can compete with the four major express delivery giant
enterprise What is the international express delivery giant firmly occupy the world rely on
the courier market A strong network of support, strong financial strength, quality of service
can be used as one of the answers. However, good quality control system, is supported by the
power companies continue forward.
Through value chain theory, guidelines Deming theory, analyzes the current situation D
company operating quality control, quality control system presented the problems and issues
through the analysis to help D company improve quality control system.
Ultimatelyi, courier companies as a service industry, the fundamental standpoint that service,
and a strong network of support, strong capital, high-quality service delivery personnel are to
provide a basis for. For enterprises, the quality is the lifeline, service quality has a direct
impact on customer satisfaction, but also directly affect the success or failure of the enterprise.
A customer-oriented quality control system, it can really help reinforce these basic courier
companies. The ultimate aim of this paper is to D company by helping to improve their
quality control system, to now being the rapid development of the domestic express delivery
business in quality control operations some reference to help domestic enterprises to improve
delivery quality control system as soon as possible.
Keywords: express service; quality control;