在全球化生产环境下，企业为了快速响应市场需求变化，实现利益最大化， 竞争模式已由企业之间的竞争转变为供应链之间的竞争。在这一模式下促使企业 更加注重提升核心竞争力，强化核心业务，将非核心业务外包，使供应链上企业 形成战略同盟，将供应链上跨组织的高效协同作为供应链管理的目标，从而衍生 出了供应链管理服务行业，并促进其快速发展。 随着市场竞争的激烈，客户在供应链管理服务范围、效率及成本方面有更高 的要求，在这一背景下，普路通公司在供应链管理服务过程中出现了业务运作流 程管理和控制不足、信息化程度不足、供应链内外部协同不足以及物流成本高等 问题，影响了客户满意度，制约了公司的发展。 为了分析清楚普路通公司供应链管理服务中存在的问题及原因，本文首先对 普路通公司提供的供应链管理服务进行分类和梳理，发现其面临的主要困境；接 着为了解决普路通公司面临的这些困境，本文结合普路通公司的具体情况，对经 典的“客户满意度指数模型（ACSI）”进行修订，确立了本次普路通公司的客户 满意度调查模型，对客户发放问卷，进行客户满意度调查，反馈客户满意度调查 结果，通过客户满意度调查，发现“物流服务费偏高”、“货物安全性不足”、“通 关服务效率低”、“物流信息反馈滞后”的问题急需解决。然后，本文进一步分析 了导致这些问题出现的原因，并在此基础上提出了针对物流费用、货物安全、通 关时效和物流信息反馈的普路通公司供应链管理服务提升策略，希望以此来提升 普路通公司的供应链管理服务水平。同时，与普路通公司同类型企业可以参考、 借鉴，从而提升整个供应链管理服务行业的整体水平。 关键词：供应链管理服务；客户满意度调查；提升策略III RESEARCH ON PROMOTION OF SUPPLY CHAIN MANAGEMENT SERVICE OF PROLTO COMPANY BASED ON CUSTOMER SATISFACTION Abstract Under the globalized production environment, In order to maximize benefits, enterprises must respond quickly to the changes of market demands, and it caused the competitive mode changing from competition among enterprises to supply chains. Nowadays, enterprises must focus on enhancing core competence, strengthening core business, outsourcing non-core business. The competitive mode compelled the supply chain enterprises form strategic alliances, and take the efficient collaboration of cross-organizations in the supply chain as the goal of supply chain management, and thus derived the supply chain management service industry, and promoted its rapid development. With the fierce market competition, customers have higher requirements in service area, efficiency and cost of the whole supply chain management services. Under this background, in the process of supply chain management service, Prolto Company has these problems: insufficient business process management and control, deficient of informatization, insufficient internal and external coordination in supply chain management services, and the high cost of logistics, which affected customer satisfaction and restricted the development of the company. In order to analyze the problems and causes of the supply chain management services of Shenzhen Prolto Supply Chain Management Co., Ltd, First, this thesis classifies and sorts out the supply chain management services provided by Shenzhen Prolto Supply Chain Management Co., Ltd, and finds out the main difficulties it faces. Then, in order to solve these difficulties faced by Shenzhen Prolto Supply Chain Management Co., Ltd, this thesis combined the specific situation of Shenzhen Prolto Supply Chain Management Co., Ltd, revised the classical Customer Satisfaction Index Model (ACSI), and established the customer satisfaction survey model of ShenzhenIV Prolto Supply Chain Management Co., Ltd. We have granted questionnaire to customers to conduct the customer satisfaction survey, and have fed back the results. Through customer satisfaction survey, it was found that the problems are needed to be solved urgently, of which are ”high logistics service fee”, ”insufficient cargo safety”, ”low efficiency of customs clearance service” and ”lagging feedback of logistics information”. Second, this thesis has further analysed the causes of these problems, and on this basis, we have put forward the strategy to improve the supply chain management service of Shenzhen Prolto Supply Chain Management Co., Ltd, aiming at logistics cost, cargo safety, customs clearance timeliness and logistics information feedback, hoping to improve the supply chain management service level of Shenzhen Prolto Supply Chain Management Co., Ltd. Last，the same type of enterprises with Shenzhen Prolto Supply Chain Management Co., Ltd can be used for reference, so as to enhance the overall level of the whole supply chain management service industry. Keyword ： Supply chain management service; Customer satisfaction survey; Improvement strategiesV 目 录 中文摘要....................................................................................................II Abstract .....................................................................................................III 第一章 前言...............................................................................................1 1.1 研究背景与意义 ..............................................1 1.1.1 研究背景................................................1 1.1.2 研究意义................................................2 1.2 研究内容和思路 ..............................................2 1.2.1 研究内容................................................2 1.2.2 研究思路................................................3 1.3 研究工具与方法 ..............................................5 第二章 核心概念及相关理论 ..................................................................6 2.1 供应链管理服务及相关理论发展 ................................6 2.1.1 供应链概念..............................................6 2.1.2 供应链管理概念..........................................7 2.1.3 供应链管理服务概念......................................7 2.1.4 供应链管理理论发展......................................8 2.2 客户满意度及相关理论发展 ....................................9 2.2.1 客户满意度..............................................9 2.2.2 客户满意度指数测评模型.................................10 2.2.3 客户满意度测评方法研究.................................14 2.2.4 客户满意度理论发展.....................................16 第三章 普路通公司供应链管理服务现状............................................17 3.1 普路通公司简介 .............................................17VI 3.2 普路通公司供应链管理服务内容 ...............................18 3.2.1 供应链管理诊断服务.....................................18 3.2.2 货物通关服务...........................................18 3.2.3 货物物流服务...........................................19 3.2.4 货物资金服务...........................................19 3.3 普路通公司供应链管理服务中的困境 ...........................20 3.3.1 供应链管理服务中业务运作环节反复出错...................20 3.3.2 供应链管理服务中业务运作环节信息流不畅.................20 3.3.3 供应链管理服务中业务运作环节内外部协同不畅.............22 3.3.4 供应链管理服务中物流服务环节费用高.....................23 第四章 普路通公司供应链管理服务的客户满意度调查分析............23 4.1 普路通公司客户满意度模型的选择及指标构建 ...................24 4.1.1 典型的客户满意度指数评测模型对比分析...................24 4.1.2 基于 ACSI 模型的普路通公司满意度测评指标构建............24 4.2 普路通公司客户满意度问卷调查 ...............................27 4.2.1 供应链管理服务客户满意度调查问卷设计...................27 4.2.2 供应链管理服务客户满意度问卷的发放和回收...............27 4.2.3 供应链管理服务客户满意度问卷数据处理方法...............27 4.2.4 供应链管理服务客户满意度调查结果统计...................28 4.2.5 基于客户满意度调查的供应链管理服务中的不足.............31 第五章 普路通公司供应链管理服务存在的问题及原因分析............31 5.1 物流服务费偏高及其原因分析 .................................31 5.1.1 仓储成本方面进行原因分析...............................32 5.1.2 运输成本方面进行原因分析...............................33 5.1.3 运输包装成本方面进行原因分析...........................34 5.2 货物安全性不足及其原因分析 .................................34VII 5.2.1 装卸货方面的原因分析...................................35 5.2.2 货物二次包装方面的原因分析.............................36 5.2.3 偏线运输方面的原因分析.................................36 5.2.4 运输环境方面的原因分析.................................37 5.3 通关时效低及原因其分析 .....................................37 5.3.1 报关归类方面的原因分析.................................37 5.3.2 报关申报方面的原因分析.................................38 5.4 物流信息反馈不及时及其原因分析 .............................40 5.4.1 内部物流信息反馈方面的原因分析.........................40 5.4.2 外部物流信息反馈方面的原因分析.........................41 第六章 普路通公司供应链管理服务提升策略....................................42 6.1 针对物流费用的供应链管理服务提升策略 .......................42 6.1.1 降低仓储成本策略.......................................42 6.1.2 降低运输成本策略.......................................44 6.1.3 降低包装成本策略.......................................46 6.2 针对货物安全的供应链管理服务提升策略 .......................47 6.2.1 提高装卸货方面的安全性策略.............................47 6.2.2 提高货物二次包装方面的安全性策略.......................48 6.2.3 提高偏线运输方面的安全策略.............................49 6.2.4 提高货物运输环境方面的安全策略.........................50 6.3 针对通关时效的供应链管理服务提升策略 .......................50 6.3.1 提高报关归类时效的策略.................................50 6.3.2 提高报关申报时效的策略.................................51 6.4 针对物流信息反馈的供应链管理服务提升策略 ...................52 6.4.1 提高内部物流信息反馈及时性策略.........................52 6.4.2 提高外部物流信息反馈及时性策略.........................53VIII 第七章 结论与展望 ................................................................................55 7.1 主要结论 ...................................................55 7.2 研究展望 ...................................................56