近年来，我国快递业蓬勃发展，已经成为邮政业的重要分支。目前，我国的快递行 业整体呈现多家行业巨头及中小型快递企业并存的形式。作为世界第一快递大国，目前 行业已有300万名一线员工，为就业增收提供了新渠道。然而，网点经营却面临着货量 逐年增多，劳动力市场充足，配送人员短缺的矛盾现象，使网点用工成本增加，也严重 影响了团队建设，给网点管理造成了不小的困难。因此，快递人员的队伍稳定性不强仍 是我国快递行业面临的主要问题之一。快递行业属于第三产业即服务业，末端配送是快 递物流的最后一环，末端配送人员的稳定性是快递业务时效性和安全性的保证，也直接 影响着用户的满意程度，通过对民营快递企业末端配送人员流失问题的研究，可以帮助 民营快递企业分析造成人员流失的原因，采取有针对性的对策，提高人员稳定性。在我 国，末端配送人员是一个十分庞大的群体，对末端配送人员流失问题的研究，也能呼吁 社会和企业加强对快递员的人文关怀，关注快递员群体的现状和需求，改善快递员的工 作和生活现状。 本论文以民营加盟制Y快递网点为例，结合该快递网点的经营现状，采用问卷调查 法、描述性分析法、文献研究法等，对我国加盟制民营快递网点的人员流失问题进行研 究，分析造成此类网点人员流失的原因，并提出相应的对策，进一步丰富和发展了人力 资源管理理论。通过本论文的研究，为快递企业提高管理效率，提升用户体验，提高自 身的竞争力提供建议和帮助。同时，也为我国民营快递企业提高人员稳定性、提升服务 质量提供参考和建议。也有助于从企业内部管理、薪酬绩效改革等方面，改善快递员工 作状况，增加快递员收入，增加安全感，进而提高企业的人员稳定性。 本论文主要研究结论包括：从外部因素来看，同行业的竞争、外卖行业的竞争、多 样化的就业渠道、人口红利消失等原因造成了快递行业的人员流失。从内部因素来看， 企业的招聘和培训工作不足、薪酬绩效考核制度有待完善及企业文化缺失等因素造成了 企业的“用人荒”。根据上述原因，本论文从改革薪酬绩效、建设企业文化、增加员工 培训、简化工作流程、开设门店终端、采取集包直配模式六个方面提出了相应的对策。 此外，本论文还提出了揽派分离的方法，根据快递员的业务能力，将快递员的工作进一 步划分为揽件员和派件员，以简化快递员的工作内容，提高工作效率，进而起到稳定快 递员收入、提高人员稳定性的作用。 关键词：人员流失，加盟制快递网点，末端配送人员，终端门店 II Abstract Inrecentyears,astheflourishoftheexpressdeliveryindustry,ithasbeenanimportant branchofpostindustry.Atpresent,therearequiteafewlarge-scaleexpressenterprisesand othermiddleandsmall-sizeexpressenterprisesinChina.Asthelargestexpressdelivery countryintheworld,expressindustryprovideanewsourceofemploymentandbyfarthree millionemployeeshasbeenengagedinexpressdeliverywork.However,expressmeshpoints hasfacedmanyproblems.Thenumberofparcelshaveincreasedbyyear.AlthoughChina possessesplentifullabor-force,personaldeficithasexisted.Laborcostsinexpressmesh pointshasincreasedanditalsobringsbadinfluenceonteambuildingandmanagement. Therefore,thestabilityofstaffisstilloneofthemainproblemsinexpressdeliveryindustry. Expressdeliveryindustrybelongstotertiaryindustrywhichisserviceindustry.Deliveryis thelastlinkofexpresslogisticsservice.Thestabilityofstaffistheinsuranceofexpress effectivenessandsecuritywhichalsoinfluencesusersatisfactiondirectly.Thestudyof employeeturnoverinprivateexpressenterprisescanhelpanalyzethecauses,proposethe countermeasureswhichcansuittheremedytothecaseandimprovethestabilityofstaff.In ourcountry,couriersarealargegroup.Thestudyofemployeeturnoverinprivateexpress enterprisescanalsoappealthesocietyandenterprisestostrengthenhumanconcernto couriers,careabouttheircurrentsituationandrequirements,andimprovetheirworking conditionandlivelihood. ThispapertakesYexpressmeshpointasanexamplewhichisprivatelyownedanda franchise.Basedonthetruestateofoperation,itexploresemployeeturnoverinexpressmesh pointswithquestionnairemethod,descriptiveanalysisandliteratureresearchmethod.Inthis paper,itanalyzesthecoursesofemployeeturnoverandoffersadvice.Italsorichesthetheory ofHumanResourceManagement.Throughthisstudy,ithelpsYexpressmeshpointtoraise thestandardofmanagement,enhanceuserexperiencesandimproveitscompetitiveness. Meanwhile,itoffersadvicetoprivateexpressdeliverycompaniesabouthowtoimprovethe stabilityofstaffandthequalityofservice.Italsoimprovecourier’slivelihoodandthesense ofsecurity. Therearetwomainpartsinthispaper.Oneisaboutthereasonsthatcourseemployee III turnoverinYexpressmeshpointincludingexternalcausesandinternalcauses.External causesincludeintratypecompetition,takeoutfoodindustry,morealternativeemploymentand disappearanceofdemographicdividend.Internalcausesincludetheineffectivestaff recruitment,lackofprofessionaltraining,salarysystemandenterpriseculture.Theotheris aboutcountermeasureanalysisonemployeeturnoverincludingsalarysystem,management system,teambuilding,stafftrainingandcourierstation.Besides,thispaperalsoproposesthat couriers’jobcontentcanbedividedintodeliveryandreceivebasedontheirprofessional ability.Thencouriers’jobcontentcanbesimplified.Theirworkefficiencycanbeimproved whichmeanshigherincomesandtheimprovementofpersonnelstability. Keywords:Employeeturnover,Franchiseexpressmeshpoint,Couriers,Courierstation IV 目录 第一章绪论...............................................................................................................................1 1.1研究背景..........................................................................................................................1 1.2研究目的..........................................................................................................................2 1.3研究意义..........................................................................................................................2 1.4国内外文献综述..............................................................................................................3 1.4.1国外研究现状............................................................................................................3 1.4.2国内研究现状............................................................................................................4 1.4.3文献评述....................................................................................................................5 1.5研究思路和方法..............................................................................................................5 1.6研究内容..........................................................................................................................6 第二章理论基础.......................................................................................................................8 2.1马斯洛需要层次理论......................................................................................................8 2.2赫兹伯格双因素激励理论..............................................................................................9 2.3马奇和西蒙模型............................................................................................................10 2.4公平理论.........................................................................................................................11 2.5人际关系理论................................................................................................................12 第三章Y快递网点末端配送人员流失现状分析..................................................................14 3.1企业基本情况................................................................................................................14 3.1.1总部概况..................................................................................................................14 3.1.2Y快递网点经营状况...............................................................................................15 3.2Y快递网点末端配送人员流失现状.............................................................................18 3.2.1Y快递网点人员流失问题分析...............................................................................18 3.2.2Y快递网点离职员工情况分析...............................................................................19 第四章Y快递网点末端配送人员流失原因分析..................................................................21 4.1问卷的设计与制作....................................................................................