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论文编号：	15622
作者编号：	2320233973
上传时间：	2025/12/8 15:05:31
中文题目：	T公司小时达业务配送服务履约质量优化研究
英文题目：	Research on the Optimization of Fulfillment Quality for Company T''''s One-Hour Delivery Service
指导老师：	王晶
中文关键字：	履约质量；SERVQUAL 模型；质量功能展开（QFD）；配送时效
英文关键字：	Performance quality；SERVQUAL model；Quality Function Deployment (QFD)；Delivery Time
中文摘要：	在即时零售快速发展的当下，生鲜电商平台间的竞争日益激烈，履约质量成为影响用户体验与平台竞争力的关键因素。T公司身为生鲜配送领域里一个比较重要的参与主体，临着如商品破损的比率较高、配送的时间效率不够稳定、对于客户投诉的响应比较迟缓的问题，导致公司的发展受阻。本文针对T公司小时达的履约质量开展了系统性的分析以及优化方面的设计，有利于提高平台的服务水准、强化用户的黏性而且能够为同类型的生鲜电商企业提供具有参考价值的实践经验。 本研究以SERVQUAL 模型与质量功能展开（QFD）构建起基础的研究框架。首先，通过文献研究梳理相关理论基础，明确研究方向，继而采用问卷调查与深度访谈相结合的方法，从 SERVQUAL 模型的有形性、可靠性、响应性、保证性和移情性五个维度，剖析T公司小时达业务在商品包装、配送时效、客服响应等方面存在的问题。研究发现，其在配送准时率、商品品控、个性化服务等环节与用户期望存在不足，主要原因涉及标准化流程缺失、供应链协同不足、数字化工具应用不深入等。基于上述研究情况，针对T公司小时达履约质量的情况，通过质量屋（QFD）工具将顾客对履约服务的核心需求，配送准时、商品情况、客诉高效解决量化为可执行的关键指标，明确配送时效达标率提升、商品破损率下降、客诉响应时长缩至 15 分钟内、顾客满意度达95%以上的总体目标；再围绕三大核心维度展开落地设计：配送时效维度，通过网格化智能派单、动态实时路径规划（RTA）系统、特殊天气预警算法的技术优化，结合波次拣货和信息无缝对接的流程重构与混合运力池和社区自提点的资源协同，精准攻克小时达准时率、跨区域派单占比等指标；商品破损维度，依托仓储管理系统（WMS）包装推荐引擎、IoT 温控数字化的技术赋能，搭配品类化 SOP 操作规范、责任到人追溯机制的流程标准化，及包装材料升级、冷链基础设施完善的资源保障，从全链路规避破损风险；客诉响应维度，通过全渠道智能客服中心、AI 分流与辅助决策系统的技术集成，首问负责和主动预警的流程再造，及数据驱动根因分析、服务质量导向激励的组织赋能，实现客诉高效闭环处理，并将优化方案在某某仓开展试点，对取得的成效进行分析。同时，提出涵盖制度、资金、人员等方面的保障措施，确保优化方案的有效实施与推广。旨在结合理论模型与实际业务场景的系统性优化，有效解决生鲜电商履约难题，为行业发展提供可复制的优化路径。
英文摘要：	In the current era of rapid development of instant retail, competition among fresh food e-commerce platforms is becoming increasingly fierce, and performance quality has become a key factor affecting user experience and platform competitiveness. As an important participant in the fresh food delivery field, T company is facing problems such as a high rate of product damage, unstable delivery time efficiency, and slow response to customer complaints, which have hindered the company's development. This thesis systematically analyzes and optimizes the performance quality of T Company's hourly delivery, which is beneficial for improving the platform's service level, strengthening user stickiness, and providing valuable practical experience for similar fresh food e-commerce enterprises. This thesis constructs a basic research framework based on the SERVQUAL model and Quality Function Deployment (QFD). Firstly, through literature research, relevant theoretical foundations are sorted out to clarify research directions. Then, a combination of questionnaire surveys and in-depth interviews is used to analyze the problems of T Company's hourly delivery business in product packaging, delivery timeliness, customer service response, and other aspects from the five dimensions of tangibility, reliability, responsiveness, assurance, and empathy of the SERVQUAL model. Research has found that there are deficiencies in delivery punctuality, product quality control, personalized services, and user expectations, mainly due to the lack of standardized processes, insufficient supply chain collaboration, and insufficient application of digital tools. Based on the above research, in response to T Company's hourly performance quality, the Quality House (QFD) tool is used to quantify the core customer needs for performance services, including on-time delivery, product condition, and efficient resolution of customer complaints, as executable key indicators. The overall goal is to improve delivery timeliness, reduce product damage rate, shorten customer complaint response time to within 15 minutes, and achieve customer satisfaction of over 95%; Further focus on the three core dimensions for implementation design: delivery timeliness dimension. Through the technical optimization of grid based intelligent dispatching, dynamic real-time path planning (RTA) system, and special weather warning algorithm, combined with the process reconstruction of wave picking and seamless information integration, as well as the resource collaboration of mixed transportation capacity pool and community self pickup points, we aim to accurately capture indicators such as one hour on-time delivery rate and cross regional dispatching proportion; The dimension of product damage relies on the packaging recommendation engine of the warehouse management system (WMS), the technological empowerment of IoT temperature control digitization, combined with the standardization of category based SOP operation standards, responsibility to person traceability mechanisms, as well as the upgrading of packaging materials and the improvement of cold chain infrastructure resource guarantee, to avoid damage risks from the entire chain; The dimension of customer complaint response is achieved through the integration of omnichannel intelligent customer service center, AI diversion and auxiliary decision-making system technology, process reengineering of first inquiry responsibility and proactive warning, and organizational empowerment of data-driven root cause analysis and service quality oriented incentives. The optimization plan is piloted in Yangpu Warehouse, Shanghai, and the results are analyzed. At the same time, propose safeguard measures covering systems, funds, personnel, and other aspects to ensure the effective implementation and promotion of the optimization plan. Aiming to systematically optimize the combination of theoretical models and practical business scenarios, effectively solve the performance difficulties of fresh e-commerce, and provide a replicable optimization path for industry development.
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