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Research on customer service planning of the third party logistics enterprise

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2 Author(s)
Xiao-di Cui ; Sch. of Econ. & Manage., Tianjin Univ. of Technol. & Educ., Tianjin, China ; Li Qiao

In addition to the daily management, planning future logistics service is very important to the third party logistics enterprise. The main contents of planning are analyzing the current logistics service elements and service level; accurately understanding customer expectations and feedback information; dividing customer groups according to the contribution and potential abilities, and formulating the corresponding policy of logistics services; evaluating the gaps between service ability and customer demand. For the important customers, the third party logistics enterprise can evaluate the service efficiency by DEA model through the appropriate evaluation index system of the inputs and outputs, analyze the gaps between its own level and competitors' level, identify the shortcomings in customer service, and improve customer service level continuously.

Published in:

Management Science and Industrial Engineering (MSIE), 2011 International Conference on

Date of Conference:

8-11 Jan. 2011