精益六西格玛在物流服务质量管理中的适用性研究-extrasspringer.docVIP

Abstract - In terms of technological process analysis, process waste and instability are major reasons for the high cost of logistics. Lean Six Sigma aims at the study of value stream, which uses statistical tools to analyze the stability of technological process to reduce process waste and variation. Based on the application of Lean Six Sigma to logistic service quality management, the paper intends to look into the improvement for lean logistics through the analysis of distribution process of fresh food cold-chain logistics. Keywords – Lean Six Sigma, service quality management, technological process analysis According to “2011 National Logistics Operation Report” jointly issued by State Statistics Bureau and China Federation of Logistics and Purchasing (CFLP), the ratio of China logistic total cost to gross domestic product (GDP) is 17.8%, indicating that the logistic cost of social and economic running is still too high. Since 2005, the ratio of China logistic total cost to gross domestic product fluctuated around 18%, since 2002, the correspondent ratio of the United States has been kept below 10% [1]. The above statistics show that in transporting the same goods, the cost of Chinese logistic enterprise is the double of American logistic companies. Of course, there are various reasons for the high logistic costs in China. This paper attempts to argue that Lean Six Sigma management is the fundamental way to reduce logistic cost, because it can optimize logistic operation mode, reduce logistic process waste and enhance logistic service quality [2]. I. THE PRESENT QUALITY MANAGEMENT OF LOGISTIC ENTERPRISES Our logistics is currently featured by high cost and low-level service. There are two aspects affecting logistic cost: one is the level of cost control by logistic enterprises, enterprise management level and logistic operation mode; the other is market system environment, including market operating mechanism and commodity circulation pattern, etc [3]. As logis