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基于顾客导向的货运企业业务流程优化研究
—以 YZ 物流公司为例
摘 要
我国在加入国际世贸组织之后，国内的物流产业发展迅速，逐渐成为我国国民经济的
重要成分。许多物流企业确定了专门的服务领域和服务对象，加强培育市场细分能力、品
牌经营能力以及核心能力，且都取得了一定的成效。但在物流行业中占比较大的公路货运
供给能力却主要依靠数量扩张来满足需求增长，进行以价格为焦点的激烈竞争。公路货运
企业在管理运作上还不符合现代物流运作的规范，没有形成以顾客为导向的管理观念，业
务流程仍然以传统物流为主，运作低效、不顺畅，从而大大削弱了各个企业的竞争优势。

此类问题在我国公路货运企业中十分突出。因此，基于顾客导向的公路货运企业流程优化
等方面的相关研究非常必要。

本文在分析公路货运企业发展现状及主要问题的基础上，对公路货运企业顾客的基本
需求进行了调查分析，建立了包括顾客服务、运输服务、仓储服务及配送服务等多方面的
运作指标体系；其次，在以顾客需求为中心的基础上，对业务流程优化中的关键问题进行
了阐述，对物流企业提出了其业务流程的优化思路，包括再造操作流程、调整组织架构、
整合供应链一体化；再次，结合 YZ 公司的实际，对该公司进行了 SWOT 分析和市场的重新
定位，通过论证该公司内部的关键流程，提出了具体的优化流程措施；最后，通过使用模
糊综合评判法对其进行实施效果评价。结果表明，基于顾客导向的流程优化具有有效性，
并且对其它同类的物流企业具有一定的借鉴作用。

关键词：“公路货运”，“顾客导向”，“业务流程”，“流程优化”II
A Research on the Perfection of Customer-Oriented
Work Flow of Road Freight Enterprises
—A Case Study of YZ Logistics Enterprise
Abstract
After China joining WTO，Logistics has developed rapidly and now has become a significant
part of the national economy. Many enterprises have established specific service for different
customers and had detailed market division, make of brand managing and core competence
training, which works well. However, road freight as a major part of logistics satisfies the
increasing demand of supplies mainly by increasing the quantity and competing mainly in prices.
According to the author, such managing of road freight enterprises falls behind the modern system
of logistics, lacks the idea of customer-oriented management, especially fails in transforming from
the traditional logistics mode to an efficient, smooth and customer-oriented one, which
consequently makes the enterprises less competitive. Therefore, it is obviously necessary to perfect
the work flow of China’s road freight enterprises.
Based on the present problems of Chinese road freight enterprises, this paper studies the basic
logistical needs of customers and suggests a target system including the goals for customers service,
transportation, warehousing, and delivery, etc. Besides, this paper analyzes the crucial issues in the
perfection of the work flow and suggests the reconstruction of work flow, adjustment of
organization structure and integration of supplying as a whole. Then the paper takes the case of YZ
logistics enterprise as an example, analyzes it through SWOT and relocates it in the market. The
paper also expounds and proves the key inner process of YZ and puts forward measures to perfect
them in detail. Finally, the paper evaluates the effects of application of the measures with fuzzy
comprehensive evaluation method and indicates the great significance of the effectiveness of the
perfection measures for customer-oriented work flow to the same type of logistics enterprises.
Key Words：“Road Freight”，“Customer-Oriented”，“Work Flow”，“Perfection
of the Work Flow”