近年来，中国电子商务业务的迅猛发展为快递物流行业带来了广阔的市场空 间。民营快递业中“三通一达”与阿里系电商平台紧密合作，在中低端快递物流 市场占有较高市场占有率。顺丰快递凭 借快捷的时效服务、安全的运输服务、高 效的便捷服务和品牌影响力在高端商务市场占据了有利地位。而作为快递物流 “国家队”的中国邮政集团公司由于基础投递网络建设落后、陆运网“三效”水 平偏低、投递业务规范 化程度较差等问题，近年来业务年增长率都低于 10%，远 低于快递行业 35%左右的增幅。如何夺回失去的市场份额，有效提高利润指标， 降低运营成本成为现阶段中国邮政同时也是吉林邮政重点任务，也是本文研究的 重点 。 本文基于流程管理等相关理论，通过对中国邮政集团公司吉林省分公司（以 下简称“吉林邮政”）投递网络运营情况进行分析，发现其投递网络存在收寄端 揽收效率较低、邮件处理能力不足、邮件内部处理不科学、邮件 运力严重不足、 投递网点建设滞后、投递信息化程度偏低等问题，并对这些问题的成因进行分析， 在此基础上对投递网络优化方案进行研究，首先明确吉林邮政投递网络优化指导 原则与整体思路；然后对吉林邮政投递网络 进行整体规划，具体制定业务处理层 和业务支撑层流程优化方案；最后提出了优化方案实施的具体保障措施。 关键词：邮政；投递网络；流程优化II Abstract In recent years, with the rapid development of e- commerce business in China, express logistics industry has a larger market. Due to the close cooperation with the Ali e-business platform, YTO EXPRESS, STO EXPRESS, ZTO EXPRESS and YUNDA EXPRESS account for a large proportion in the medium and low end express logistics market. With the timeliness services, safe transportation services, efficient and convenient services and brand influence, SF EXPRESS occupies a advantageous position of the high-end business market. However, as the national team of express logistics industry, the operation of China Post Corporation is not so good. The annual growth rate of operation of China Post Corporation has always been less than 10% in recent years, which is far lower than the annual growth rate of about 35% in express logistics industry. What make that are the backward construction of basic delivery networks, the low level of efficiency, effect and benefit of land transportation networks and the poor degree of standardization of delivery services. Getting the lost market share back, improving the profit index effectively and cutting operation costs are not only the important tasks of Jilin Post at present, but also the key points of this paper. Based on the related theories of process management, this paper analyzes the delivery networks operation of the related organizations of Jilin Post. The analysis results show that there are some problems in its delivery networks, such as poor efficiency at the receiving and post end, inadequate handling ability of post, non-scientific handling of internal post, severe lacking of post transportation capacity, obvious lag of delivery networks construction, low level of delivery informatization and so on. Then this paper analyzes the causes of these problems. And last, based on those analysis results, this paper proposes optimal delivery networks scheme, which contains four steps: clarifying the guiding principles and the overall thinking of the optimization of Jilin Post delivery networks; making a whole plan of Jilin Post delivery networks; formulating specifically optimization scheme for business processing layer and business support layer and putting forward specific safeguards of implementing the optimization scheme. Key words：Postal service；Delivery networks；Process optimizationIII 目 录 摘 要............................................................................................................................ I Abstract........................................................................................................................II 第 1 章 绪 论..................................................................................................................1 1.1 研究背景及意 义.............................................................................................1 1.1.1 研究背 景................................................................................................1 1.1.2 研究意 义................................................................................................2 1.2 国内外研究现 状.............................................................................................2 1.2.1 国外研究现 状........................................................................................2 1.2.2 国内研究现 状........................................................................................3 1.3 研究内容与研究方 法.....................................................................................5 1.3.1 研究内 容................................................................................................5 1.3.2 研究方 法................................................................................................6 1.4 本文主要创新 点.............................................................................................7 第 2 章 理论概 述..........................................................................................................8 2.1 相关概念界 定.................................................................................................8 2.1.1 邮政企业投递网 络................................................................................8 2.1.2 邮政企业投递业务处理流程................................................................9 2.2 流程管理理 论.................................................................................................9 2.2.1 流程管理的概念和基本内容................................................................9 2.2.2 流程管理的步骤..................................................................................10 2.2.3 影响流程管理的基本因 素..................................................................10 第 3 章 吉林邮政投递网络运营现状分析................................................................12 3.1 吉林邮政简 介...............................................................................................12 3.1.1 吉林邮政基本情 况..............................................................................12 3.1.2 吉林邮政业务发展状况......................................................................12 3.2 吉林邮政投 递网络运营状况.......................................................................13 3.2.1 投递网基本概况..................................................................................13 3.2.2 投递网络流程管理状况......................................................................13 第 4 章 吉林邮政投递网络存在的主要问题及成因分析........................................16 4.1 吉 林邮政投递网络实地调查及分析...........................................................16 4.1.1 深度访谈及结果分析..........................................................................16 4.1.2 问卷调查及结果分析..........................................................................17 4.2 吉林邮政投递网络存在的主要问题...........................................................20 4.2.1 收寄端揽收效率较低..........................................................................20 4.2.2 邮件处理能力不足..............................................................................20 4.2.3 邮件内部处理不科学..........................................................................20 4.2.4 邮件运力严重不 足..............................................................................21 4.2.5 投递网点建设滞后..............................................................................21 4.2.6 投递 信息化程度偏低..........................................................................21 4.3 吉林邮政投递网络存在问题的成因分析...................................................22IV 4.3.1 揽收资 源配置不合理..........................................................................22 4.3.2 固定资产投资缺乏前瞻性..................................................................22 4.3.3 投递 业务处理流程不规范..................................................................22 4.3.4 邮件运输方式不灵活..........................................................................22 4.3.5 投 递网点建设缺乏整体规划..............................................................23 4.3.6 生产及管理系统对接不严密..............................................................23 第 5 章 吉林邮 政投递网络优化方案........................................................................24 5.1 吉林邮政投递网络优化指导原则与整体思路...........................................24 5.1.1 吉林邮政投 递网络优化指导原则......................................................24 5.1.2 吉林邮政投递网络优化整体思路......................................................24 5.2 吉林邮政投递网络的整体规 划...................................................................24 5.2.1 收寄端优化..........................................................................................25 5.2.2 邮件处理中 心优化..............................................................................25 5.2.3 邮路的优化..........................................................................................26 5.2.4 投递端的优化......................................................................................27 5.3 吉林邮政投递业务流程优化方 案...............................................................27 5.3.1 收寄作业流程优化..............................................................................27 5.3.2 生产作业业务流程优化 ......................................................................28 5.3.3 邮件运输流程优化..............................................................................30 5.3.4 邮件投递流程优 化..............................................................................31 第 6 章 吉林邮政投递网络优化方案实施的保障措施............................................34 6.1 信息化保障措 施...........................................................................................34 6.1.1 提升运维质 量......................................................................................34 6.1.2 强化开发工作......................................................................................34 6.1.3 规范投递系统应用..............................................................................34 6.2 人力资源保障措 施.......................................................................................34 6.2.1 丰富用工形 式......................................................................................34 6.2.2 建立培训机制......................................................................................35 6.2.3 强化绩效考核......................................................................................35 6.3 服务质量保障措 施.......................................................................................36 6.3.1 严格执行投递标准规范......................................................................36 6.3.2 积极采取技术手段优化管控模式......................................................36 6.3.3 持续强化日常检查工作......................................................................36 6.3.4 定期落 实对标考核推进质量提升......................................................36 6.4 后勤管理保障措施.......................................................................................37 6.4.1 推 进城市投递电动化和农村投递汽车化..........................................37 6.4.2 加快投递作业场地的建设和改造......................................................37 第 7 章 结论与展 望....................................................................................................38 7.1 研究结 论........................................................................................................38 7.2 未来研究展 望................................................................................................38