Research on logistics service quality evaluation indexes of automobile special steel of BJ Company
The development of iron and steel logistics is a major strategic measure for the iron and steel industry, especially for the iron and steel circulation industry, to change the mode of operation and development and to promote the development mode from extensive to intensive.The transformation and development of China's manufacturing industry from low-end to high-end improves the scientific and technological content and added value of the manufacturing industry and objectively requires China's iron and steel industry to develop from a low input-output ratio to a high-quality model to produce high-quality products needed by users, improvere source utilization efficiency and reduce defective products and customer complaints. At the same time, the establishment of competitive iron and steel enterprises and the establishment of e-commerce platform put forward the requirements of high-quality logistics for the service quality of third-party logistics enterprises. As a practitioner of high-quality steel logistics in China, BJ provides overall solutions for automotive steel processing and distribution. With the goal of becoming the highest-quality logistics service provider and logistics value creator, BJ is committed to providing customers at home and abroad with overall solutions for high-quality logistics, shipping agents,multi-modal transport, freight forwarders, warehousing, railways, roads and supply chains. It has formed a fully functional network advantage and focused on the development of high-quality logistics of automotive steel plate on the basis of market segmentation so as to provide customers with overall logistics solutions of high value-added services. Moreover, BJ is responsible for logistics services of steel high-quality supply chain. In order to adapt to the transformation of Chinese industry to high-end and green manufacturing, logistic industry must embark on a high-quality logistics road. First of all, this thesis reviews literature, mainly from aspects of logistics service evaluation,iron and steel logistics service evaluation, logistics service supply chain, to understand the current research situation in related fields. Then, it introduces relevant theories used in this thesis, including total quality management, lean management, SCOR model, logistics industry green evaluation, service quality theory,and balanced scorecard. Thirdly, this research analyzes the current situation of logistics service quality evaluation of automotive special steel products of BJ. Fourthly, based on actual investigation, this thesis constructs the basic idea of the reduce defective products customer complaints reviews literature, mainly logistics service management, SCOR model, logistics industry evaluation, service quality theory, design of index system of the guidance of principles of convenience and rationality (high efficiency, customer satisfaction, cost saving and environmental friendliness), the indexes are selected from the aspects of safety, economy and greenness, and the index system is used to evaluate the quality and performance of BJ's high-quality logistics and other typical enterprises or industries. In this research, the evaluation index is applied to BJ, and the effect of service quality evaluation index of high-quality logistics in BJ is analyzed. This research found that after the application of the evaluation index of high-quality logistics, the key performance indexes of enterprise, such as return order timeliness rate, user complaint rate, transportation cost, greening and recycling, have been C5 hazard and risk control, C6 safety and enforcement rate, E2 freight information query service, and E4 supply chain cooperation rate, via the feedback of the management team, were found difficult to be assessed and implemented in it is suggested that while applying the evaluation index of high-quality logistics, quantitative measures should be taken to make up for its shortcomings. This thesis realizes the innovation from the following two aspects: (1) Perspective innovation: first of all, this thesis defines the concept of high-quality logistics, and systematically combs the index system of high-quality logistics, which is intended to reflect characteristics of systematization, digitalization, intelligence and transparency. High-quality logistics is the sublimation and in-depth exploration of lean and fine logistics, which enriches the research of quantitative analysis and performance evaluation in the field of iron and steel logistics and supply chain. (2) Application innovation: introduce more mature theories such as total quality management, lean management and service quality theory into the field of high-quality logistics. Apart from embodying the four principles of traditional logistics: timeliness, accuracy, safety and economy, and highlighting the characteristics of green, ecological, systematic and innovative, it conducts empirical comparative analysis. That is, by comparing and analyzing the performance of enterprises before the implementation of quality evaluation scheme and after the implementation of quality evaluation scheme, we can not only find shortcomings in the operation of enterprise logistics services, but also test and revise the theoretical scheme with practice. This research help enterprises solve the problem of logistics quality evaluation and enhance their market competitiveness, provide new ideas for performance evaluation in the field of iron and steel logistics, and the method of comparative study enriches case study in the field of logistics management to serve as useful exploration for the model of case study in this field.
Advisor: Wood, Lincoln; Hao, Hao
Degree Name: Doctor of Business Administration
Degree Discipline: Department of Management
Publisher: University of Otago
Keywords: Logistics Service; Quality Evaluation Indexes; Automobile Special Steel; iron and steel
Research Type: Thesis