黑龙江邮政公司（以下简称“黑龙江邮政”）是具有公用事业性质的服务 性企业，服务遍及全省城乡各个角落，深入千家万户。黑龙江邮政承担着普 遍服务和特殊服务的义务。2007 年，黑龙江邮政政企分开，开始实现真正意 义的独立经营、自负盈亏。黑龙江邮政向社会提供的产品只有服务，服务质 量的高低、优劣，是其竞争力强弱、关系到生存和发展的根本所在。近几年 来，随着市场监管要求的从严和社会大众对服务要求的提高，黑龙江邮政服 务工作面临更多挑战。从各层级、各方面反馈的信息来看，黑龙江邮政的服 务质量还存在一些问题，涉及邮政服务质量的投诉还很多，并呈上升趋势。 这充分说明，社会和群众对黑龙江邮政服务质量要求越来越高，而黑龙江邮 政提升服务质量的工作，尤其是服务质量控制工作还未达到要求。 本文在研究中，首先针对黑龙江邮政的基本情况进行介绍，在此基础上， 通过问卷调查和分析用户投诉量和投诉内容等方式，剖析黑龙江省邮政分公 司整体服务质量控制现状。在充分了解外部客观环境变化和用户对黑龙江邮 政服务需求变化及黑龙江邮政自身在服务上存在问题的基础上，针对邮政服 务未实现全面有效地控制、服务检查形式单一、用户投诉处理不及时、邮件 查询赔偿还停留在原始手工状态、无着邮件处理不规范、服务质量整改效果 不明显等情况，深入分析存在问题的主要原因。根据其分析结果，在科学与 客观的基础上，充分考虑到黑龙江邮政自身情况，从系统、全面的角度出发， 制定契合黑龙江邮政实际情况的控制策略。在服务质量监督检查体系的优化 上考虑横向、纵向两个维度建立监督检查制度；在解决黑龙江邮政网点多， 服务检查形式单一上，考虑运用视频监控等非现场检查等方式；在投诉、赔 偿等售后服务方面考虑整合资源，实现投诉赔偿闭环管理的模式；在解决邮 件现代处理过程中出现无着裸包邮件的难题，考虑开发管理系统和规范流程 等方式进行处理。为了更好地实现服务质量控制的最终目的，从人才吸引、 资金投入、优化流程和充分利用信息技术等方面制定相应的保障措施。在总 体控制策略的指导下，在完善的保障基础上最终实现黑龙江服务质量控制策 略的顺利实施。 关键词：邮政服务；质量控制；监督检查哈尔滨工业大学工商管理硕士学位论文 - II - Abstract Heilongjiang Post Company (hereinafter referred to as Heilongjiang Post) is a service enterprise with the nature of public utilities. It serves every corner of urban and rural areas throughout the province and goes deep into thousands of households. Heilongjiang Post undertakes the obligation of universal service and special service. In 2007, Heilongjiang Post separated itself from enterprises and began to realize the true meaning of independent operation and take responsibility for its own profits and losses. The products provided by Heilongjiang Post to the society are only services. The level and quality of service are the basis of its competitiveness, survival and development. In recent years, with the stringent requirements of market supervision and the improvement of service requirements of the public, Heilongjiang Post Service is facing more challenges. The feedback from all levels and aspects, we can see that there are still some problems in the service quality of Heilongjiang Post, and there are still many complaints about the service quality of Heilongjiang Post, which is on the rise. This fully demonstrates that the society and the masses are demanding higher and higher service quality of Heilongjiang Post, and the work of Heilongjiang Post to improve service quality, especially service quality control, has not yet met the requirements. In this study, the basic situation of Heilongjiang Post is introduced firstly. On this basis, the overall service quality of Heilongjiang Post Branch is analyzed through questionnaire survey and analysis of the amount and content of complaints from users. On the basis of fully understanding the changes of external objective environment and users' demand for Heilongjiang Post Service and the existing problems of Heilongjiang Post itself in service, aiming at the lack of comprehensive and effective control of postal service, the single form of service inspection, the untimely handling of users' complaints, and the original hand of mail inquiry and compensation. Work status, non-standard mail processing, service quality rectification effect is not obvious, this paper analyses the main reasons for the problems deeply. According to the analysis results, on the basis of science and objectivity, taking full account of the situation of哈尔滨工业大学工商管理硕士学位论文 - III - Heilongjiang postal enterprises, from a systematic and comprehensive point of view, the paper formulates the control strategy which is in line with the actual situation of Heilongjiang Post. In the optimization of service quality supervision and inspection system, we should consider the establishment of supervision and inspection system in horizontal and vertical dimensions; in solving the problems of many Heilongjiang Post outlets and single service inspection form, we should consider the use of video surveillance and other off-site inspection methods; in the aspect of after-sales services such as complaints and compensation, we should consider the integration of resources to realize complaints. Compensation closed-loop management mode; in order to solve the problem of no naked mail in the process of modern mail processing,we consider the development of management systems and standardized processes to deal with. In order to achieve the better ultimate goal of service quality control, the corresponding safeguard measures are formulated from the aspects of talent attraction, capital investment, optimization of process and full use of information technology. Under the guidance of the overall control strategy, the service quality control strategy of Heilongjiang Province will be implemented smoothly on the basis of perfect guarantee. Keywords: post service, quality control,supervision and inspection哈尔滨工业大学工商管理硕士学位论文 - IV - 目 录 摘要.................................................................................................................I Abstract .............................................................................................................II 第 1 章 绪论 ...................................................................................................... 1 1.1 研究背景与问题提出 ............................................................................... 1 1.1.1 研究背景 ........................................................................................... 1 1.1.2 问题提出 ........................................................................................... 2 1.2 研究目的和意义 ...................................................................................... 2 1.2.1 研究目的 ........................................................................................... 2 1.2.2 研究意义 ........................................................................................... 3 1.3 国内外研究现状 ...................................................................................... 3 1.3.1 国外研究现状 ................................................................................... 3 1.3.2 国内研究现状 ................................................................................... 4 1.3.3 国内外研究评述................................................................................ 7 1.4 研究主要内容及方法 ............................................................................... 7 1.4.1 主要内容 ........................................................................................... 7 1.4.2 研究方法 ........................................................................................... 7 1.4.3 研究思路 ........................................................................................... 8 第 2 章 黑龙江邮政服务质量控制现状及问题分析......................................... 9 2.1 黑龙江邮政基本情况概述 ....................................................................... 9 2.2 黑龙江邮政服务质量控制现状 ............................................................... 9 2.3 黑龙江省邮政服务质量控制问题分析及原因 ...................................... 14 2.3.1 邮政服务质量控制存在的问题....................................................... 14 2.3.2 邮政服