质量是企业软实力的典型要素，是企业赖以生存与发展的根本。我国物流 行业起步虽然较晚，但是发展速度很快，已经成为最具发展潜力的行业之一。 物流业最显著的特征就是服务性，物流企业能否在市场中占有一席之地，能否 实现长远发展，其关键在于是否具有向客户提供高效、便捷、优质、安全的物 流服务的能力。目前，我国的物流业已经初步具有产业规模，行业竞争逐步由 价格竞争转向以服务质量为核心的竞争，物流企业的发展模式逐步由规模型向 质量型转变。因此，在新的市场环境下，物流企业要创新改革，打破原有的发 展模式，必须从质量管理入手，以服务质量为中心，构建全面质量管理的体系， 使企业能够持续性为不同的客户提供个性化、高品质的服务，才能在激烈的市 场竞争中把握发展机遇，实现可持续性发展。因此，不断拓展物流服务的内容， 持续提高服务质量管理水平，优化全面质量管理考评体系，是物流企业在发展 中面临的关键性问题。 本文选取JY物流公司为研究对象，首先以全面质量管理的理论为基础，参 考和借鉴国内外学者关于质量管理的研究成果，建立课题研究的框架；其次分 析JY物流公司全面质量管理的现状，简要介绍公司现行的质量管理模式，描述 全面质量管理实施以后取得的成效，通过对公司员工的问卷调研，并对问卷结 果进行统计分析，指出JY物流公司全面质量管理存在的问题；再次，从企业与 资金、行业与人才、企业与市场、企业与行政的矛盾出发，分析JY物流公司全 面质量管理问题产生的原因；接下来，从全面质量管理的评价指标体系、全面 质量管理评价的实施两个方面对公司全面质量管理的考评体系进行优化，构建 全面质量管理评价模型；最后，基于上述研究结果，从多个角度提出JY物流公 司服务质量提高的具体建议，探索企业改进服务和管理的路径，促使物流企业 谋求新模式、新发展。本课题的提出，旨在提高物流企业对于全面质量管理的 认知程度，审视企业在质量管理方面存在的问题，对企业服务质量的提高和持 续性发展提供借鉴和参考。 关键词：物流企业；全面质量管理；评价体系；对策 I Abstract Quality is a typical element of enterprise soft power, and it is the basis of enterprise survival and development. Although China's logistics industry started late, it has developed rapidly and has become one of the most promising industries. Logistics industry is the most notable features of the service, the logistics enterprises can gain a foothold in the market, can realize the long-term development, the key lies in whether have to provide efficient and convenient logistics service ability, high quality and safety. At present, our country's logistics industry has been preliminary industry scale, industry competition gradually from the price competition to service quality as the core of competition, the developing mode of logistics enterprises gradually from the dimensions to the latter. Therefore, under the new market environment, logistics enterprises should reform innovation, breaking the original development model, must from the perspective of the quality management, service quality as the center, the construction of a comprehensive quality management system, make the enterprise can sustainable for different customers with personalized and high quality service, to grasp the development opportunities in the fierce market competition, to realize sustainable development. Therefore, expanding the content of logistics service, improving the service quality management level and optimizing the overall quality management evaluation system are the key problems faced by logistics enterprises in their development. This article selects JY logistics company as the research object, first of all, on the basis of total quality management theory, reference and draw lessons from the research achievements of domestic and foreign scholars about quality management, set up the framework of the thesis; Secondly, it analyzes the current situation of JY logistics company's overall quality management, mainly summarizes the company's quality management system, and introduces the operation effect of the company's overall quality management. Then, by using the method of questionnaire survey, the questionnaire results are statistically analyzed, and the existing problems of JY II logistics company's overall quality management are pointed out. Thirdly, from the contradictions between enterprises and capital, industries and talents, enterprises and markets, enterprises and administration, the causes of the overall quality management problems of JY logistics company are analyzed. Next, from the evaluation index system of total quality management, total quality management evaluation of the implementation of the two aspects of the company total quality management evaluation system is optimized, building the appraisal model of total quality management; Finally, based on the above research results, this paper puts forward the countermeasures to improve the service quality of JY logistics company from various angles, so as to promote the continuous improvement and comprehensive development of the service quality of enterprises. Through this topic research, aims to improve the quality of logistics enterprises for comprehensive management of cognition, look at the problems existing in quality management of enterprise, to improve the service quality and sustainable development to provide reference and reference. Keywords：logistics enterprise；total quality management；evaluation system； countermeasure III 目 录 第一章 绪论 .............................................. 1 第一节 选题背景 ................................................. 1 第二节 研究目的与意义 ........................................... 2 一、研究目的 ............................................................ 2 二、研究意义 ............................................................ 2 第三节 研究方法与技术路线 ....................................... 3 一、研究方法 ............................................................ 3 二、技术路线 ............................................................ 3 第四节 创新之处 ................................................. 4 第二章 基础理论与文献综述 ................................ 5 第一节 全面质量管理的基础理论 ................................... 5 一、全面质量管理的概念 .................................................. 5 二、全面质量管理的原则 .................................................. 5 三、全面质量管理的实施方法 .............................................. 7 第二节 相关文献综述 ............................................. 9 一、国外研究现状 ........................................................ 9 二、国内研究现状 ....................................................... 10 三、文献评述 ........................................................... 12 第三章 JY物流公司全面质量管理的现状 ..................... 13 第一节 JY物流公司基本情况 ..................................... 13 第二节 JY物流公司全面质量管理实施情况 ......................... 14 一、公司质量管理体系概述 ............................................... 14 二、公司全面质量管理运行效果 ........................................... 15 第三节 JY物流公司全面质量管理的问题 ........................... 17 IV 一、调查问卷说明 ....................................................... 17 二、调查问卷结果与分析 ................................................. 18 三、JY物流公司全面质量管理存在的问题 ................................... 21 （一）质量管理制度执行不到位 ....................................... 21 （二）服务内容比较单一 ............................................. 21 （三）专业的物流人才比较缺乏 ....................................... 22 （四）客户投诉渠道不畅通，效率低下 ................................. 22 （五）质量管理缺乏有效监管 ......................................... 23 第四节 JY物流公司全面质量管理问题的原因分析 ................... 23 一、企业快速发展与资金短缺的矛盾 ....................................... 23 二、物流行业复杂化与人才短缺的矛盾 ..................................... 24 三、企业规范化发展与市场相对无序的矛盾 ................................. 25 四、物流企业协同化与行政分割的矛盾 ..................................... 25 五、行业快速发展与企业改革滞后的矛盾 ................................... 26 第四章 JY物流公司全面质量管理的考评体系优化 ............. 28 第一节 JY物流公司全面质量管理的评价指标