精益六西格玛在快递服务质量管理中的应用分析

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1、万方数据ABSTRACTInrecentvears，China'sexpressdeliveryindustrywiththedeveloPmentoftheIntemetande．commercetogrowup，anditsrapiddevelopmentmomentum·Asanewindus慨theexpressindustryisnotonlypromoteChina’seconomicdeVelopment，butalso嘶tllpeople，slives，atthesametimefacilitatep

2、eople’slives，butalsomakee．109isticsinourcountryhasmadegreatprogress．ButChina’sexpressdellVeryindustryinthedevelopment，therearestillmanyproblems，especiallyitsqualltyolserViceissues，hasbecomeanimportantfactorrestrictingthesustainabledeVelopmentofChinaIs1argeexpre

3、ssdeliverycompanies．Thusimprovingthequalityofservlcedelivervindustry,optimizingdeliveryprocesses，improvemanagement，1mproVeserVicequalityandcustomersatisfaction，hasveryimportantslgniticance．．Inthispaper，thequalityofservicedeliveryindustryastheresearchobject，t王le

4、useofLeaIlSiXSignlamethodstooptimizeandmanage·Firstly,thepre‘1nspecnonbyextensiveliter批e，fieldresearch，collectdataandrelatedinformationto吼ders恤danda11alvzet11ec姗entdevelopmentofChina'sexpressdelivery唧ket，andmecurrent。peratingstatusofthecourierbusiness，followedb

5、Yservlcequall哆SERVQUALeval似ionmodelandserviceindustrieswidelyUSedACSIcustomersatisfactionmodel，combinedwiththecourierindustrywithitsownch锄ctenstlcs，constructedeXpressCustomerSatisfactionEvaluationSystem·Finally，theLeallSixSigmamethodsandtoolsusedinScouriercompa

6、nies，sportsDMAICmethod，problemdefillition，pe怕nn鲫cemeasurement，analysis，designimprovements，con仃olofthefivestagesofimplementation，etc．toimprovethecompany’scustomersatisfactlonempiricalanalysis，expressdeliveryofoptimizedprocessesandShonenthedellVerytime．．，，LeaIlSi

7、xSi肿aintheapplicationofexpressindustry，notonlytoexp舭dtlletleldofqml时maIlagelnentapplicationsintheservicesector,andt0opnmlzedellVe巧processes，improveservicequality,improveenterpriseefficiencyandefiectlVeness，hasimportanttheoreticalandpracticalsignificance·Keyw。rd

8、s：QualitymaIlagement；Expressindustry；Customersatis亿cti。n；LeaIlsixSigma；DMAIC万方数据目录第一章绪论⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯11．1研究背景⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯11．2研究目的及意义⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯21．2．1选题的目的⋯⋯⋯