TITLE:
Study on the Improvement of Fresh Electricity Suppliers Cold Chain Logistics Service Quality
AUTHORS:
Yanhong Liu
KEYWORDS:
Cold Chain Logistics, Service Quality, SIPOC Model, Fishbone Diagram
JOURNAL NAME:
Journal of Service Science and Management,
Vol.9 No.6,
December
2,
2016
ABSTRACT:
Improvement of service quality in cold chain logistics of fresh electricity suppliers has great significance to reduce logistics costs, get access to vast number of customer groups and enhance core competitiveness. This paper uses SIPOC (Suppliers, Input, Process, Output, Customers) model to draw the fresh electricity suppliers cold chain logistics service flow chart, by using the fishbone diagram to analyze the influential factors based on the mastery of fresh electricity suppliers cold chain logistics service flow. Finally, this paper puts forward 6 measures to improve the fresh electricity suppliers cold chain logistics service quality: to strengthen staff training and improve service awareness; to improve logistics equipment and develop cold chain technology; to improve the material supply and meet customer demand; to optimize the distribution route and develop the intelligent logistics; to carry out lean management and reduce logistics cost; to make cold chain logistics service quality management system and strengthen quality control and supervision.