QFD在改善快递企业物流服务中的应用

Application of QFD in Improving Logistics Service for Express Business

摘要: 随着近年来中国物流的快速发展，物流企业的竞争越来越激烈，物流服务的质量对于物流企业在激烈的竞争环境中所处的位置至关重要。为了改善物流企业的服务水平，本论文提出将QFD用于改善快递企业的物流服务。首先本论文分析了物流服务的特点和现在物流服务存在的问题，然后介绍了QFD的应用过程，最后以廊坊市的一家快递企业为例介绍QFD用于物流服务的改善并取得明显效果的过程。

Abstract: With the rapid development of logistics in China these years, the competition between enterprises is becoming more and more intense and the quality of logistics service is very essential to help the company survive in the competition. In order to improve the quality of logistics service, this paper uses QFD to improve the quality logistics service. Firstly, we analyze the characteristics of the logistics service; then introduce the use of QFD process and the construction process of its basic tool House of Quality (HoQ); finally, we set an express delivery company in Langfang as an example to introduce the use of QFD in improving the quality of logistics and it has achieved remarkable re-sults.