电子商务环境下快速物流企业运营绩效评估与改进研究

Service Operations Management (SOM) is one of frontier issues in the current studies on management science. Express Logistics service is a typical modern service. The study on the performance management of express logistics enterprises satisfies the demand of developing Chinese express logistics industry. Using the E-commerce environment as a backdrop, and based on the analysis on the fundamental features of express logistics service, the current project aims to study the performance evaluation and operational optimization of express logistics enterprises from the static perspective and dynamic perspective respectively. Controlling cost, enhancing profit, improving customer goodwill and increasing distribution ability are congregated into a performance index. Optimizing the performance index helps to improve multiple objectives at the same time. Main research contents of the project include performance evaluation and efficiency-based operational optimization of express logistics enterprises. The project will set up systemic theories and approaches on performance evaluation of express logistics enterprises, and develop some operational strategies to enhance the performance of express logistics enterprises such as vertical cooperation, horizontal cooperation and dynamic controlling. The project will also provide feasible decision support for the development of express logistics service.

服务运作管理是当前管理学研究的前沿领域之一，快速物流服务是典型的现代服务行业，对其绩效管理开展研究，符合国家发展快速物流业的需求。本课题以电子商务环境为研究背景，以快速物流服务的本质特征为基础，分别从静态视角和动态视角入手，研究快速物流企业的绩效评估和运作优化问题，将成本控制、利润增加、顾客满意度提升、配送能力增强等聚合为一个绩效指标，通过绩效优化实现快速物流企业在多个目标上的同时改善。本课题的主要研究内容包括：快速物流企业的绩效评估方法研究；基于绩效提升目标的快速物流企业运作策略研究。本课题旨在建立和完善快速物流企业的绩效评估理论和方法，设计出纵向合作机制、横向合作机制、动态控制机制等三类绩效改进策略，为促进快速物流业的发展提供管理决策支持。

服务运作管理是当前管理学研究的前沿领域之一，快速物流服务是典型的现代服务行业，对其绩效管理开展研究，符合国家发展快速物流业的需求。本课题以电子商务环境为研究背景，以快速物流服务的本质特征为基础，分别从静态视角和动态视角入手，研究快速物流企业的绩效评估和运作优化问题，将成本控制、利润增加、顾客满意度提升、配送能力增强等聚合为一个绩效指标，通过绩效优化实现快速物流企业在多个目标上的同时改善。本课题的主要研究内容包括：快速物流企业的绩效评估方法研究；基于绩效提升目标的快速物流企业运作策略研究。本课题旨在建立和完善快速物流企业的绩效评估理论和方法，设计出纵向合作机制、横向合作机制两类绩效改进策略，发表了7篇SCI检索论文，基本完成了项目预定目标。