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论文编号：	5880
作者编号：	2120112557
上传时间：	2013/12/5 22:29:29
中文题目：	六西格玛理论在D国际快递公司服务质量管理中的应用研究
英文题目：	Research on Application of Six Sigma in D International Courier Company''s Service Quality Management
指导老师：	方磊 教授
中文关键字：	快递行业　服务质量 六西格玛　DMAIC
英文关键字：	Express industry Quality of Service 6Sigma　DMAIC
中文摘要：	随着快递企业迅猛发展，快递行业与国民经济发展日益密切，因此，快递行业的健康有序和高效发展有着重要的现实意义。而快递市场竞争激烈，企业要想在激烈的竞争中处于优势地位，就必须提高自身的服务质量赢得市场。如何实施有效的服务质量管理，成为每一个快递企业所面临的重要问题。本文采用理论探索与实证研究相结合的方法，从六西格玛和质量管理的相关概念、特点、组织以及应用等理论入手，分析了六西格玛理论目前应用的情况，识别在质量管理中要注意的一些问题。论文整体是一个项目，采用六西格玛的DMAIC的方法论对D快递公司进服务质量管理行流程改造。首先，本文对D公司的发展和行业背景进行介绍，并通过大量的数据对D公司面临的问题进行研究，利用SCOR的理论分析了D公司的优劣势，从而确立服务标杆。其次，应用DMAIC方法查找服务质量管理中的问题，确定症结所在，基于大量的历史数据，运用科学的改进方法，严格按照DMAIC的定义、测量、分析、改进和控制五个部分进行改进。最后，总结运用六西格玛理论后服务质量的实施效果，基于此效果提出快递行业服务质量管理的对策和建议。本文旨在研究如何将六西格玛的质量管理理论应用于D快递公司的服务质量管理中，为D公司提供一种行之有效的科学方法来提升自身服务水平。本文通过这样的实践和研究，并结合服务产品自有的特点，为快递行业找到了一个新的科学方法来改善其质量管理，使之有效地提高快递企业的服务质量。
英文摘要：	With the rapid development of courier companies, courier industry and national economic development are increasingly closed. It is very important for all national economic that the industry is healthy, orderly and efficient development. In the express market fierce competition environment, if companies want in a dominant position, it is necessary to improve their service quality to win the market. How to implement an effective quality of service management, as every express companies are facing important issues. In this Thesis, theoretically and empirically researching to explore a combination of methods was used widely. The authors analyzed the current application of Six Sigma theory, identify in quality management should pay attention to some of the problems. Overall thesis is a project using Six Sigma DMAIC methodology courier companies into the D-line service quality management process transformation. Firstly, the writer introduced D Company's development and industry background. After analysis large amounts of data and the use of SCOR theoretical analysis of the advantages and disadvantages of Company D, The author establish a service benchmark. Secondly, the application of the DMAIC methodology lookup service quality management problems, and identify the crux based on extensive historical data to improve the service quality. Finally, authors concluded that the use of Six Sigma quality of service after the implementation of the theoretical results. This effect is proposed based on the express industry service quality management measures and suggestions in the future. This Thesis aims to study how the Six Sigma quality management theory is applied to D express company's service quality management, and improve the service quality. In order to help D express company provide an effective scientific methods to improve their level of service. In this thesis, such a practice and research, combined with the characteristics of their own service offerings for the express delivery industry has found a new scientific approach to improve its quality management, so that help courier companies to effectively improve the quality of service.
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