A Dissertation Submitted to Guangdong University of Technology
for the Degree of Master
（Master of Business Administration）
Research on improvement of airfreight process in JC
international forwarder company
Candidate:Ma Wenqian
Supervisor:Lecturer Xiao Lu
May 2022
School of Management
Guangdong University of Technology
Guangzhou, Guangdong, P. R. China, 510520

摘要
摘要
伴随着我国社会经济的快速发展，对外贸易规模与总量持续扩大，也引发了对物
流运输的需求，提供了很好的机会给国际货运代理行业。而由于国际航空运输的诸多
优点，它在国际运输中成为运输货物的首要选择，主要优点有速度快、安全性高、空
间跨度大及破损率低。近年来市场竞争持续加剧，客户服务要求不断提升，大型国际
货运代理企业凭借资金、价格、服务、等优势抢占越来越多的市场。再加上国内疫情
的持续和国外疫情长期无法得到有效控制，全球贸易形态低迷，国际物流运输环境变
化多端，众多的中小型货运代理企业正面临着严峻的生存压力，需要不断审视和改进
业务流程，提升企业的管理和服务水平，增强自身的竞争力。
本文选取一家中小型货运代理企业 JC公司作为主体进行业务流程优化的研究，运
用价值链管理思想，对其业务流程现状进行梳理，对其基本活动和辅助活动进行分析，
对各业务流程进行问题诊断并研究原因，设计其业务流程优化方案及制定保障措施，
以提升企业竞争能力，也促进公司形成一套自己的业务系统，它以高效服务为目标，
以价值为导向，为同类型企业的货运代理业务流程优化研究上提供借鉴。
本文研究得出了以下主要结论：
（1）选 JC公司为案例，整理分析了它的空运流程，将企业空运流程划分为订单
处理、提货收货、订舱、制单与结算等四个环节，整理出整个流程的操作步骤，统计
出每票订单的操作耗时。
（2）根据企业价值链理论，把 JC公司的空运业务活动分成基本业务活动和支持
业务活动。运用鱼骨图法分析法，诊断分析 JC公司的空运业务流程的问题以及原因。
并运用 SWOT分析法对 JC公司空运业务流程优化的必要性进行了探讨，总结出其业
务流程优化的内外动因。
（3）阐述 JC公司业务流程优化方案设计应当遵循的原则，运用 ECRS分析法，
对订单处理、提货收货、订舱、制单与结算等四个基本业务活动分别设计了具体的流
程改优化方案。并从建立流程管理制度体系、强化人力资源管理、改善信息管理平台
三个方面为 JC公司空运业务流程优化方案的实施提出了保障措施。
关键词：国际货运代理；空运业务流程；流程优化；企业价值链
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广东工业大学硕士专业学位论文
ABSTRACT
With the rapid development of domestic social economy, the scale and total volume of
external trade has been enlarging continually, which has created more development
opportunities for the international freight forwarding industry. Furthermore, International air
transportation has become the primary choice for more and more international trading
companies because of its high speed, high safety, small damage rate and large space span. In
recent years, market competition has continued to intensify, and customer service
requirements have continued to increase. Large-scale international freight forwarding
companies have grabbed more and more market share because of their advantages in capital,
price, service, etc.Moreover, due to the continuation of COVID-19 at home and abroad, the
global trade pattern is sluggish, and the international logistics and transportation
environment is changing. Lots of small and medium-sized freight forwarders have been
facing severe pressure to survive and need to constantly review and improve their business
processes, improve their management and service levels, and enhance their competitiveness.
JC International Freight Forwarding Co., Ltd. was established in 2005, mainly engaged
in air freight business. As a small and medium-sized freight forwarding enterprise in
Guangzhou, it faces the problems of high operating cost, low operating efficiency and low
degree of informatization in the operation of business processes, just like the same type of
freight forwarding enterprises. Based on this, this article selects JC Company as the main
body to study business process optimization, using the value chain management idea, sorts
out the current situation of its business process, analyzes its basic activities and auxiliary
activities, diagnoses the problems of each business process and studies the reasons and
designs its business process optimization plan and formulate safeguard measures to enhance
the competitiveness of the company, and also promote the company to form a value-oriented,
high-efficiency business process system thinking. It is hoped that through the research of this
thesis, it can provide reference for the research on the optimization of the freight forwarding
business process of the same type of enterprises.
(1)This paper sorts out the air freight business process of JC Company, divides the
enterprise air freight process into four links: order processing, delivery and receipt, booking,
II
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