I 摘要 食品物流既是物流学科的一个分支，也是食品科学的一个分支，随着《物流业发展 中长期规划（2014～2020年》和《“十三五”国家食品安全规划》的相继颁布，食品 物流这个关系食品安全的民生工程成为了学者研究的热门课题和社会关注的焦点。X餐 饮公司是一家集餐饮品牌策划、餐饮开店策划、餐饮连锁策划的综合性餐饮服务机构, 主要业务包括火锅、串串香、麻辣烫等数个餐饮品牌。截止2019年9月，全国范围内 直营及加盟店近400家。对X餐饮公司来说，统一供应主要食材及部分配套产品是公 司品牌形象和产品质量的重要保障措施，也是可持续的赢利点。将食材及配套产品统 一配送至近400家门店，物流配送就扮演着非常重要的角色。目前公司将所有的产品 集中到位于成都的公司总仓，每天根据客户的订单需求进行分拣，然后由代理物流配 送至发往全国各地的物流网点，再由长途汽车配送至客户所在城市的物流网点，最后 由客户自提货物。公司落后的配送理念、非专业的配送方式、不合理的配送流程，直接 导致交货准时率偏低、质量投诉较多等主要问题，同时也是成本偏高和服务体验差的 间接原因。 本文使用文献法、调查法等方法对食材配送的研究现状和实际情况进行调查和分 析，对X餐饮公司2018年的食材配送问题进行统计，对目前食材配送方式进行分析， 运用因果图查找产生问题的原因，找到主要的原因在于不合理的配送流程。结合公司 实际情况和全国市场的定位，最终确定使用流程再造理论对公司食材配送的流程进行 再造优化。通过对流程再造的模式进行对比分析，采用潘国友的四阶段流程再模式，即 流程再造策划、流程设计、流程规范化和流程再造实施四个阶段，结合公司的实际情 况，对四阶段模式的流程细节进行了调整和优化。省去代理物流、新建四个分仓是X餐 饮公司食材配送流程再造的关键环节，通过流程再造的调整和优化，改变了原来不合 理的配送流程，缩短了食材从客户下单到客户手中的距离和时间，提高了产品的质量 和服务的水平。经过测算食材配送的成本也得到了有效的降低，最终实现流程再造全 要素的提升，为X餐饮公司食材配送探索出新的路径。 关 键 词：餐饮；食材配送；流程再造 论文类型：应用研究 西南科技大学硕士学位论文 II ABSTRACT Food logistics is not only a branch of logistics discipline, but also a branch of food science. With the promulgation of the medium and long term plan for the development of logistics industry (2014-2020) and the 13th five year national food safety plan, food logistics, a livelihood project related to food safety, has become a hot topic for scholars and the focus of social attention. X catering company is a comprehensive catering service organization integrating catering brand planning, catering opening planning and catering chain planning. Its main business includes hot pot, string incense, spicy hot and other catering brands. As of September 2019, there are nearly 400 direct and franchise stores nationwide. For X catering company, unified supply of main ingredients and some supporting products is an important guarantee measure for the company's brand image and product quality, and also a sustainable profit point. The logistics distribution plays a very important role in the unified distribution of food materials and supporting products to nearly 400 stores. At present, the company concentrates all products in the company's general warehouse in Chengdu, sorts them according to the customer's order demand every day, and then distributes them to the logistics outlets all over the country by agent logistics, then to the logistics outlets in the city where the customer is located by coach, and finally the customer picks up the goods themselves. The company's backward distribution concept, non professional distribution mode and unreasonable distribution process directly lead to low delivery on time rate, more quality complaints, but also the indirect cause of high cost and poor service experience. In this paper, literature and investigation methods are used to investigate and analyze the research status and actual situation of food distribution, the statistics of food distribution problems of X catering company in 2018, the analysis of current food distribution mode, the use of cause and effect diagram to find the causes of the problems, and the main reason is unreasonable distribution process. Combined with the actual situation of the company and the positioning of the national market, finally determined to use the process reengineering theory to reengineer and optimize the process of the company's food distribution. Based on the comparative analysis of the mode of process reengineering, this paper adopts Pan Guoyou's four stage process reengineering mode, that is, process reengineering planning, process design, process standardization and process reengineering implementation. Combined with the actual situation of the company, the process details of the four stage mode are adjusted and optimized. Eliminating agent logistics and building four new warehouses are the key links in the process reengineering of food distribution in X catering company. Through the adjustment and optimization of process reengineering, the original unreasonable distribution process has been ABSTRACT III changed, the distance and time from customers' orders to customer have been shortened, and the product quality and service level have also been improved. Through the calculation of the cost of food distribution has also been effectively reduced, and ultimately achieve the promotion of the whole elements of process reengineering, to explore a new path for X catering company's food distribution. KEY WORDS: Catering;Food Distribution; Process Reengineering TYPE OF THESIS: Application Research 西南科技大学硕士学位论文 IV 目 录 1 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 ...................................................................................................... 4 1.2 国内外研究现状 .................................................................................................... 5 1.2.1 国外研究现状 .............................................................................................. 5 1.2.2 国内研究现状 .............................................................................................. 6 1.3 研究内容与方法 .................................................................................................... 8 1.3.1 研究内容 ...................................................................................................... 8 1.3.2 研究方法 .................................................................................................... 10 2 相关理论概述 ................................................................................................................ 11 2.1 流程再造理论的基本概念 .................................................................................. 11 2.2 流程再造的作用和难点 ...................................................................................... 11 2.3 流程再造的主要模式 .......................................................................................... 12 2.4 本章小结 .............................................................................................................. 15 3 X餐饮公司食材配送现状 ............................................................................................ 16 3.1 X餐饮公司简介 ................................................................................................... 16 3.2 X餐饮公司食材配送的现状 ............................................................................... 17 3.2.1 食材配送的物料明细 ................................................................................ 17 3.2.2 X餐饮公司现在配送方式 ........................................................................ 17 3.3 本章小结 .............................................................................................................. 19 4 X餐饮公司食材配送问题及原因分析 ...........................................................