由于近年来全球化程度进一步提高，中国的对外开放程度也在进一步扩大，再加上 互联网的飞速发展，使得全球信息的透明化程度也越来越高。而外贸公司，作为一个连 接中国生产商和外国采购商的中介桥梁作用，之所以能兴起，却是得益于国内供应商和 外国采购商之间的这种信息不透明，从中赚取差价而生存的。在这种信息透明化程度越 来越高的时代，越来越多的国外采购商能很容易地直接找到源头生产商。省去了中间商 环节，生产商的价格肯定是最有优势的，因此他们更愿意直接去跟工厂合作。那外贸公 司想要跟传统的生产商竞争，就必须在其他方面找寻自己的竞争优势，比如帮助国外采 购商更好的控制产品的交期，质量，付款，避免产品在到达采购商手上才发现问题，减 少采购商的损失。 H公司是一家中小型外贸公司，公司一直以严格的质量管控和交期管控为客户提供 了十多年的服务。然而就是在这样严峻的背景下，H外贸公司近两年却在产品质量方面 出现了比较严重的问题。B产品作为H公司核心产品之一，在2018年一年间客户投诉 量急剧上升，造成公司的严重的经济损失，严重影响了公司在客户心目中的信赖感和美 誉度，导致客户满意度下降，进而导致客户对该公司的产品忠诚度下降，造成顾客流失 率升高。这些问题的根源在于对该公司供应商的管理和评价方面存在疏忽。 本文根据H公司2017-2018年的数据记录，收集和整理B产品的客户质量投诉问题， 运用直方图，饼状图，箱线图，区间图，雷达图，定性和定量分析等手段，找出该公司 对生产该产品的供应商在质量控制和管理方面出现问题的主要原因，从而制定一个适合 自身公司发展的供应商评价体系，在以后的过程中严格管理供应商，控制产品质量，减 产客户的产品质量投诉，严格管控好交货期，从而减少公司由于产品质量投诉和交货期 延误造成的经济损失，提高客户的体验度和忠诚度，减少客户流失率。 本文的研究意义在于，通过H公司的供应商评价问题研究，为类似的中小型外贸公 司提供了一个供应商评价的指标体系案例模板参考，从而指导类似的中小型外贸公司得 出一个适合自身的评价指标体系。 关键词：供应商评价；供应商管理；产品质量；供应商评价体系 II ABSTRACT With the development of globalization,the further development of Chinese opening-up these years, and the rapid development of the Internet,the global information is more and more transparent.A foreign trade company which act as a bridge of Chinese supplier and overseas buyer, arise because of the dis-transparency of the information between the Chinese supplier and the overseas buyer, and then they are benefit from the price difference.But under the more transparency of the information, more and more overseas buyers can get in touch with the original factories directly. Without the agent,the original factories have lower price to attract the buyers, so they will prefer to cooperate with the original factories instead of a trading company.If a trading company wants to compete with the original factories, they need to have their own advantages,such as control the quality, delivery time, payment terms, ect., to avoid the some problems when the products reach to the buyers. H trading company is a small and medium-sized company, with more than ten years experience to control the product quality and delivery time for the overseas buyers. But under such serious situation, H trading company has a serious problem for the product quality in these two years. Product B is one of the key products of H company, but the complain became more and more serious due to the quality,which makes a economic loss, lead to customer churn. And the key reason is that H trading company has a problem for the suppliers’ management and evaluation. This thesis will be concentrate on the product B’s quality complains based on the data of the year 2017 to 2018, using some useful analysis methods, such as histogram,pie chart,box line chart,interval chart,radar chart,qualitative and quantitative analysis, to find out the main reasons of the quality control and management for B product during the manufacturing process, and then to set up a useful supplier’s evaluation system which fits its development. To manage the supplier seriously, to control the product’s quality seriously in the future to reduce the buyers’ quality complains, and to control the delivery time seriously to reduce the economic loss of H company due to the product and complain and delivery time delay complains, to increase the customer’s buying experience and loyalty to H company, and reduce the loss of customers. The research significance of this paper is that through the study of the supplier evaluation of H company, it provides a case template reference for similar small and medium-sized foreign trade companies, so as to guide similar small and medium-sized foreign trade companies to get a suitable evaluation index system for themselves. III Keywords: Supplier evaluation; Supplier management; Product quality;Supplier evaluation system IV 目录 摘要 ............................................................................................................................................. I ABSTRACT .............................................................................................................................. II 图表目录 .................................................................................................................................. VI 第一章 绪论 .............................................................................................................................. 1 1.1 研究背景及意义 ............................................................................................................. 1 1.1.1 研究的背景 .............................................................................................................. 1 1.1.2 研究的意义 .............................................................................................................. 3 1.2 文献综述 ......................................................................................................................... 4 1.3 研究目标与主要内容 ..................................................................................................... 9 1.3.1 研究的目标 .............................................................................................................. 9 1.3.2 研究的内容 .............................................................................................................. 9 1.4 研究方法、思路框架 ................................................................................................... 10 1.4.1 研究方法 ................................................................................................................ 10 1.4.2 思维框架 ................................................................................................................ 10 第二章 H公司的供应商现状 ................................................................................................ 12 2.1 H公司概况 .................................................................................................................... 12 2.1.1 H公司发展史 ......................................................................................................... 12 2.1.2 H公司部门介绍 ..................................................................................................... 12 2.1.3 H公司产品线介绍 ................................................................................................. 13 2.1.4 H公司供应商介绍 ................................................................................................. 18 2.2 H公司B产品的质量问题现状 .................................................................................... 21 2.3 本章小结 ....................................................................................................................... 28 第三章 H公司B产品供应商评价体系 ............................................................................... 29 3.1 建立B产品供应商评价体系思维框架 ....................................................................... 29 3.1.1汽车零部件供应商评价体系 ................................................................................. 29 3.2 B产品供应商评价指标表的建立 ................................................................................ 30 3.2 本章小结 ................................................