生鲜电商冷链物流服务质量提升研究外文翻译资料

原文：

Study on the Improvement of Fresh Electricity Suppliers Cold Chain Logistics Service Quality

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.

Keywords Cold Chain Logistics, Service Quality, SIPOC Model, Fishbone Diagram

1. Introduction

In the environment of growing development of fresh electricity suppliers various problems concerning fresh products cold chain logistics become obvious, which would bring threats to the quality of cold chain logistics service. Today, peoplersquo;s awareness of food safety is increasing, and online shopping logistics service quality requirements are also getting higher and higher. Under the background of supply side reform, the improvement of fresh electricity suppliers cold chain logistics service plays an important role in promoting the development of electronic commerce in fresh field, cold chain logistics and online consumption.

Many scholars have made studies on the cold chain logistics service quality. First, the theory of quality management has been applied to the management of cold chain logistics service quality. Xiaoxin Shi et al. applied the Six Sigma management to the improvement of cold chain logistics in our country and believed that the application of Six Sigma DMAIC (Define/Measure/Analyze/Improve/Control) process improvement model can continuously improve the quality of vegetable cold chain logistics process .

Xu He discussed agricultural products cold chain logistics quality based on the HACCP (Hazard Analysis and Critical Control Point), and analyzed the harm and the key control points of agricultural products cold chain logistics according to the principle of quality control system . Second, some scholars have carried on the cold chain logistics service quality evaluation index system theory and application researches.

HongliChen established a cold chain logistics service quality evaluation model based on FAHP, it provides a practical theoretical guidance and model reference to improve the quality of fresh food cold chain logistics service . Jieling Hou carried out researches in electronic commerce of fresh agricultural products cold chain logistics service quality, established the evaluation index system, and provided a reference for the research of logistics service quality evaluation for electronic commerce subdivision products in the future .

This article draws fresh electricity suppliers cold chain logistics service improvement flow chart based on the SIPOC model, then analyses the key influential factors of fresh electricity suppliers cold chain logistics service process by using the fishbone diagram. On these bases, it puts forward a series of measures to continually improve the quality of fresh cold chain logistics service, which is conducive to improving the cold chain logistics service quality and customer satisfaction and thus stimulating consumption.

2. Fresh Electricity Suppliers Cold Chain Logistics Service Process

SIPOC model is the organization system model which is put forward by Deming. It is a common technology used for process management and improvement, the model includes five parts: 1) Suppliers: an organization that provides key information, materials, or other resources to the core process. 2) Input: resources provided by suppliers. 3) Process: activities that add value to the input. 4) Output: the results of core process. 5) Customers: the person or organization that accepts the output, including internal and external customers

The improvement of fresh electricity suppliers cold chain logistics service quality is for the improvement of the whole process so as to meet the needs of consumers and improve customer satisfaction. The process begins with accepting an order, and ends with customer receiving fresh products As shown in Figure 1, fresh electricity suppliers cold chain logistics service process begins with accepting orders, after which fresh electricity supplier would provide fresh products, then electric business enterprise self-run logistics or the third party logistics would check fresh products in the supply place, then they would package, load and transport the fresh products by cold chain technology, and carries on the real time information tracking to the entire transportation process. By drawing the SIPOC map of fresh cold chain logistics service to clearly show fresh electricity suppliers cold chain logistics process, it is helpful to identify the key risk points in the process, and to provide help for the quality improvement of the process

3. Analysis of Factors Affecting the Fresh Electricity Supplier Cold Chain Logistics Service Quality

The fishbone diagram is an analysis method to discover “The root cause” of problems. This article analyses the key influential factors of fresh electricity suppliers cold chain logistics service process by using the fishbone diagram. Aiming at the problem

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