With the development of e-commerce, China's logistics distribution has also been greatly developed, and the express delivery industry has become a brand-new force in logistics development, showing a rapid trend. However, while the express delivery industry is developing rapidly, it has brought benefits to consumers and society, but at the same time it also shows bottlenecks and defects in its development. As a new transportation service industry, there are many problems in the development of China's local express delivery industry, mainly in policies and regulations, market access, industry self-discipline, market order, talent technology and so on. The following are the problems and countermeasures I have sorted out about SF logistics management.
Problems and Countermeasures in SF Express 1 Logistics Management I. Development Status and Problems of Logistics Express Industry
(1) The express delivery market is mixed and the service level is low.
1. According to relevant regulations, express delivery enterprises should fulfill their express delivery obligations, that is, publicize their service types, business hours, tariff standards, express mail inquiries and loss compensation methods. At present, some express delivery companies are affiliated units because of their low threshold, low investment and quick results, which leads to mixed operators and some incomplete qualifications.
2. Some express delivery service enterprises fail to publicize according to the regulations or the publicity system is not standardized, and the charging standards are adjusted at will according to the business volume, peak season and off season.
What is more noteworthy is that the work of the courier is unstable and mobile.
4. Employees' education and training can't keep up, their professional quality is not high, and some dispatchers even have bad attitudes and lack customer service awareness.
(2) There are many overlord clauses in the express delivery contract.
Many overlord clauses gradually exposed in the express delivery industry are also receiving social attention. Express format contract and industry hidden rules have seriously affected the fairness of the contract, indicating that the information of both parties to the transaction is asymmetric and their status is not equal. The existence of unequal treaties, such as requiring customers to sign before inspection, not actively informing customers of the quotation service, paying compensation for uninsured express mail only at 3-5 times of the freight, and arbitrarily setting exemption clauses on the grounds of "force majeure", has caused many troubles and dissatisfaction to consumers and hindered the healthy and healthy development of the industry.
(C) consumer claims difficult
When the express mail has problems due to the negligence of the courier company, it is often extremely difficult for customers to protect their rights. Even if customers spend money to buy quotation or insurance services, due to the particularity of express delivery service, the transportation of a single goods may span several cities or even several countries, and the express delivery will be operated by many people. The vague division of powers and responsibilities often makes customers face the situation of shirking their responsibilities and failing to get compensation in time. What's more, they ignore customers' demands, refuse customers with rude words and physical behaviors, and ignore the responsibilities promised in the terms of the waybill.
The difficulty and complexity of safeguarding rights caused by the loss of express mail and the delay of express delivery have discouraged many consumers. According to the survey of Hefei consumers, only 123 15 or Consumer Protection Association complained to the courier company, and more than half of the consumers only negotiated with the company's customer service. Only 7.5% people choose to complain to the regulatory authorities such as postal services, while 3.5% consumers simply choose not to complain. For many consumers, once the express goods are damaged, lost and the internal parts are short, they have to look for online stores, express companies, couriers and other aspects to protect their rights, which is very difficult.
(4) Express delivery is slow.
Customers choose to send express delivery because of the timeliness of express delivery, and the state and express delivery companies have clear regulations on the timeliness of different types of express delivery. According to statistics, the delay of express mail is the first cause of consumer complaints, accounting for 33.4% ~ 58.8% of the total monthly complaints. It reflects the dishonesty of the courier company in fulfilling its promise.
(5) The safety problems of express goods highlighted in the process of express transportation.
The safety problem in the process of express mail transportation is the second biggest reason that often causes consumer complaints, such as the loss of express mail, the computer turning into stone, short weight and two pieces of damage, etc. It accounts for 27.8% ~ 45.7% of the monthly complaints. The rough operation of courier in sorting, loading and unloading, etc., can easily lead to the damage or loss of internals, the exchange of customers' valuables by unscrupulous merchants, and the theft of food after opening, all of which reflect the irresponsible fraud of courier companies.
(6) Misappropriating the customer's payment.
Payment collection is a value-added service of express delivery companies, but some express franchisees and small express delivery companies run away after receiving payment collection, which has caused great damage to the interests of customers and the reputation of the industry. Although the number of complaints caused by payment collection is less than the first two, as an industry that can operate for a long time based on customer trust, this phenomenon reflects the loopholes in the management of individual express delivery companies, and the practitioners lack basic professional ethics.
Second, the current problems of SF Express
In addition to the above-mentioned common problems in the domestic express delivery market, combined with the specific operational characteristics of SF Express, although the company has developed rapidly, there are still some problems, mainly as follows:
(A) the price of express delivery is not uniform, and there are defects in the management of outlets.
1kg goods from Changsha to Guangzhou, the prices given by SF website and customer service are all within 1kg (including 1kg), followed by 22 yuan and 8 yuan. The telephone price given by the salesman in Yuelu District, Hexi, Changsha by SF Express is: automobile transportation 15 yuan, motor train in 30 yuan, and air transportation in 50 yuan. Goods with the same distance and weight get two different prices.
In addition, SF's business is high-speed rail transportation, and the price is 60 yuan/kg, followed by 30 yuan/kg. However, there are problems in the quotation management of SF outlets, and there is no way to answer customer complaints in detail. Although the existence of this phenomenon is a salesman's own problem from a micro perspective, it is an industry problem from a macro perspective. If it exists widely, it will not be conducive to the healthy development of the company's express delivery business, and will eventually be hurt.
(b) The dot distribution is insufficient, and the scope of collection and distribution needs to be expanded.
At present, logistics distribution, express delivery and other businesses are mainly domestic express delivery. Although the business in South Korea and Singapore has been opened, it can realize the information monitoring, tracking and inquiry of the whole process and link of express delivery, but the distribution of express delivery outlets is obviously insufficient, which leads to the need for further expansion of the market.
(C) Team execution needs to be further strengthened
Top management decisions have deteriorated in grassroots outlets. In the final analysis, grass-roots execution needs to be strengthened. Everything depends on relationships. If you have a good relationship with the leader, you will be fine if you make a mistake. If you have a bad relationship with the leader, you will be scolded everywhere. There is no strict system and rules to form constraints. For example, senior leaders need data, but customers feel that it is not easy to use, so they do not need it. But every district will ask the integration department for data, and the integration department does not. The director of the integral department thought that there would be punishment for ranking lower, so he cheated and asked the integral department to use it to place orders for himself and improve the ranking. The development speed of SF is so fast, the foundation is not solid, and the higher the floor, the more problems there are.
(D) There is a big gap between the turnover rate and industrialization, and the service level and efficiency are low.
At present, the connection of logistics links is not smooth enough, and the operation efficiency is not high, which shows that there is room for improvement and improvement in transit time, storage time and infrastructure labor productivity. Due to unbalanced regional economic development, poor compatibility and system function of logistics infrastructure planning and construction, insufficient investment in the construction of hub facilities connecting different modes of transportation and transportation systems in different regions, and slow progress in the construction of various comprehensive freight hubs, logistics bases and logistics centers that have an important impact on business development; In terms of storage facilities, the warehouses owned by SF are ordinary bungalows, with a low proportion of modern three-dimensional automatic storage facilities and few warehouses with refrigeration, preservation and modified atmosphere functions. Logistics is a trans-regional and cross-industry operation system. The degree of standardization is not only related to the effective connection and coordinated development of various logistics functions and elements, but also affects the improvement of the overall logistics efficiency of the company to a great extent. The lag of standardization is mainly manifested in the fact that some related standards and rules and regulations are not synchronized and coordinated in time.
(E) change the concept of enterprise turnover, lack of core resources.
1, the company's operating costs are high, and its business philosophy is not very specific and clear. While doing a good job, better grasp the profit space. The value of express service lies in seizing business opportunities, winning competitive advantage and creating more value for customers. Therefore, it is particularly important for express delivery enterprises to have their own set of transportation resources.
2. The information is not updated in time, the network structure needs to be improved, and the dispatcher can't feed back the information in time and publish it on the network after delivering the express mail. Timely feedback of information will further improve the immediate feedback between departments and customers, and at the same time reduce the lagging criticism of information by relevant departments, so it is particularly necessary to increase the construction of information systems.
(VI) The marketing promotion of SF's new business needs to be strengthened.
When delivering express mail to customers, destination couriers should not only deliver express mail, but also focus on promoting new products, marketing activities and other value-added services of SF Express, such as opening payment collection service in various cities. The types of express mail in payment collection include the same city and the mutual delivery between cities, but it is obviously not enough from the current situation.
III. Countermeasures and Suggestions
(A) the government should strengthen industry supervision and adopt dynamic hierarchical management of the industry.
It conforms to the reality of express market supervision and shows the real situation of express market supervision. The implementation of supervision is an effective means of government management, and the supervision of express delivery market is an important part of the supervision system of postal industry.
(B) The need for effective supervision of express delivery companies to strengthen staff training.
The normalization of training will be included in the assessment objectives, a standardized system will be established, and the elimination rules of training effectiveness will be formed. The important links in the whole operation process will be taken as key quality control points, basic requirements will be stipulated, and production management will be scientifically organized to solve the service quality problems caused by irregular express delivery operations.
(3) Modify the express delivery contract to encourage consumers to actively participate.
At present, in the express delivery industry, the express delivery details sheet is usually accompanied by a format clause contract, which is signed before the consumer sends the express delivery. Modify the contract terms on the back of the express delivery details sheet, and pay special attention to the opinions of consumers. For the content of the contract, the customer has almost no right to speak, and the express delivery industry should bear more responsibilities, not only to make the content of the contract fair and reasonable, but also to pay attention to the form, especially the explanation and reminder to consumers. The format contract should be completely revised, and relevant persons such as competent departments, consumers and industry experts should be invited to participate to form a contract recognized by all parties.
(4) Revise the power and responsibility regulations to realize quick claims settlement.
The owner of "Chengdaren" in Tong Yuan Express Online Shop, Hangzhou, Zhejiang Province, sent excrement to customers in Hebei, but customers still could not defend their rights. This is a valuable experience for SF Express, so enterprises must strengthen the construction of integrity culture, establish self-discipline integrity files, train internal employees in professional ethics and code of conduct, and strengthen their moral literacy and professional skills. Each platform should establish credit files for express delivery enterprises and grade them, and the results will be directly oriented to the society. Customers can supervise the society according to this score, which will not only strengthen the healthy competition among enterprises in the industry, but also put pressure on enterprises to strengthen management and provide better services.
(5) Vigorously promote the development of modern e-commerce logistics and distribution, so that the express delivery industry is in line with e-commerce logistics and distribution.
The virtuality of e-commerce logistics distribution comes from the virtuality of network. With the help of modern computer technology, distribution activities have expanded from the past physical space to virtual cyberspace, and physical operation nodes can be expressed in the form of virtual information nodes; Through the combination optimization of virtual distribution, the goal of the highest efficiency, the lowest cost, the shortest distance and the least time in the logistics process is finally realized.
(6) Improve the electronic and integrated management level of logistics distribution.
Improve the rationalization level of transportation network and improve the efficiency of logistics information. Adopt advanced logistics technology and equipment, such as global positioning system, geographical indication system, electronic data exchange technology, radio frequency identification technology, automatic tracking technology and other new application technologies. Develop e-commerce logistics and distribution industry based on advanced technology and equipment, and strive to realize integrated management of e-commerce logistics and distribution enterprises; Improve the efficiency of e-commerce logistics distribution enterprises and improve service quality.
(VII) Reorganize and optimize business processes and strengthen basic management.
1. Determine and make an appointment for the' time' when express delivery is needed. Customers can make an appointment by phone or place an online self-help order to inform SF Express to receive the goods, which not only creates multiple options for customers, but also reduces the lost customer opportunities due to the busy phone, and also reduces the telephone communication time, which is more efficient and lower in cost.
2. After the customer fills in the consignment note and submits the documents or parcels, in the settlement process, it should provide customers with various means of payment, which can provide more benefits than ordinary customers, such as providing related business information or materials of SF Express on a regular basis, enjoying a certain amount of pre-consumption, settling the express freight once a month, giving priority to experiencing and trying out new services, and enjoying free value-added services such as various marketing promotions and customer feedback.
3. The recipient can also provide free value-added services after providing the settlement bill and the tracking number of the package:
(1) Deliver within a limited time, and deliver the express safely and accurately to the customer within the promised time, otherwise, make a corresponding refund;
(2) Sign-in service, which not only completes the normal express service, but also assists customers in remote business trade, and is responsible for delivering the express receipt signed by the recipient to the sender intact.
(eight) actively expand the market and overcome the shortcomings of insufficient distribution outlets and limited distribution scope.
At present, logistics distribution, express delivery and other businesses. Mainly engaged in domestic express delivery business. Although the business in South Korea and Singapore has been opened, it can monitor, track and query the information of the whole process and link of express delivery, but the distribution of express delivery outlets is obviously insufficient, resulting in a small delivery range at present. Combined with the current situation of accelerating urbanization in China, efforts should be made to focus on the rural express service market and actively seize the rural market.
Four. conclusion
Express delivery industry is a high-end business with high requirements on time and delivery quality in logistics system, which plays a very important role in social economy, cultural exchange and people's life. As a pillar industry of trade development, modern logistics will directly affect the development of national economy. Therefore, the development of modern logistics industry is conducive to promoting the transformation of economic growth mode, promoting the adjustment of China's industrial structure and economic structure, promoting the coordinated development of regional economy, and improving the level of China's economic integration into globalization. At present, SF Express in Hefei, Anhui Province has begun to take shape in Dashushan Electronic Industrial Park, and all Chengdu call centers have been moved to Hefei Call City, Anhui Province, giving full play to Hefei SF Express's role as a link between east and west. From the perspective of long-term development, SF must recognize its own shortcomings, actively explore channels, build a good service platform, ensure market share, clearly improve service efficiency, and build SF's first logistics express service brand.
Problems and countermeasures in logistics management of SF Express. Taking SF Company as an example, this paper analyzes some problems existing in SF logistics management, and puts forward some countermeasures and suggestions for the corresponding problems: realizing unified price management, broadening the network distribution points and receiving and dispatching scope, and promoting the electronic development of SF. The government should strengthen industry supervision, adopt dynamic hierarchical management of the industry, improve the quality of claims service, reorganize and optimize business processes, strengthen basic management, enrich marketing methods, and enhance SF's business volume.
1. Problems in Logistics Management of SF Express Company
The problems existing in the logistics management of SF Express Company mainly include the following aspects: First, the express price is not uniform, and there are defects in the management of branch salesmen; Second, the distribution of outlets is insufficient, and the distribution scope needs to be expanded; Third, electronic management has not been fully realized; Fourth, lack of supervision and supervision; Fifth, consumers can't get claims in time; Sixth, the business process is not standardized; Seventh, the marketing promotion of SF's new business needs to be strengthened.
Second, specific measures to improve SF logistics management
(A) to achieve unified price management
Although the price of SF has its own standard, this standard is only a reference, and each business point has adjusted the express delivery price according to its own situation. Therefore, it is a foundation for SF to realize its own unified price management. Only by unifying prices first can we build logistics and construction services on this basis, so that customers all over the country and even customers all over the world are at a unified level.
(2) Broaden the distribution point and distribution range of outlets.
At present, SF Express has spread all over the country. Although logistics can realize the whole process of information network synchronization, there are still some information omissions. Moreover, in the city, SF will deliver goods to your door, while in the countryside, SF only puts the express delivery at the collection point in the town and does not send it to the countryside. Therefore, combined with China's current national conditions and accelerating the pace of urbanization, SF should also actively expand network distribution points and rural business markets, seize opportunities and win a large number of customers.
(3) Promote the electronic development of SF Express.
The so-called promotion of SF's electronic development is to improve SF's network management ability and logistics information update speed. Advanced electronic logistics technology is introduced to realize the whole process tracking and real-time positioning of packages. Introduce advanced electronic equipment into logistics management, strive to realize the integrated management of logistics system, improve the synchronization speed of logistics information, improve the service level of SF Express, and let customers use SF Express with confidence.
(D) The government should strengthen industry supervision and implement dynamic hierarchical management of industries.
The price war of express delivery makes many express delivery companies have negative profits. However, even if they make negative profits, they dare not raise prices. They are afraid that their express outlets will have less performance after the price increase, but not raising the price is also a negative profit operation, which leads to a vicious circle. Therefore, the government should step forward, strengthen the supervision of the express delivery industry, and classify different express delivery companies according to their actual conditions.
(5) Improve the quality of claims service.
Customers choose SF Express to send things, which is their trust in SF Express. We can't undermine customers' confidence in SF. In the case of lost or damaged express delivery, customers have suffered losses, some of which can be recovered, while others cannot. In this case, we must improve the service quality of claim settlement, and we must not let customers suffer losses and be hindered by SF staff. Claim settlement is the after-sales link of our products, and "the basket is focused on closing the case". As the last link of express delivery service, SF Express should pay more attention to it.
(6) Reorganize and optimize business processes and strengthen basic management.
First, in terms of customer needs, SF can carry out various ways to meet customer needs. At present, the customer's demand is that the customer can find a courier to mail it face to face. SF can make some quick ways for customers to choose, such as SMS booking, WeChat booking, online booking or WeChat ordering, which creates more ways for customers and makes them feel convenient and quick. In this way, it is not necessary to send a courier to pick up the pieces repeatedly every time, which not only improves the service quality, but also reduces the service cost.
Second, now both WeChat and Alipay can realize consumption functions such as transfer. SF can also carry out this payment method to provide convenience for customers, and can carry out activities such as customer satisfaction surveys to listen to customers' opinions and suggestions.
(7) Enrich marketing methods and increase the business volume of SF.
SF can learn from other industries, develop the membership system, and decide whether the customer is a member and the membership level according to the cost of mail delivery. Members of different levels enjoy different value-added services or preferential policies. For example, compared with non-members, junior members can enjoy preferential treatment of free mailing for ten times at a time (the weight can be limited), and senior members can enjoy different preferential treatment such as free mailing within a certain range or between specific places compared with junior members. And on this basis, improve the service attitude of our couriers. In this way, customers feel that SF can let them enjoy preferential treatment, and naturally they are willing to send packages by SF.
Third, the conclusion
The express delivery industry is a new tertiary industry in China, which requires much higher service than other industries, and has high requirements on the arrival time and guarantee degree of goods. The rise of express delivery has brought great convenience to our lives and played an important role in our social and economic development and people's lives. Therefore, express delivery is not only for individuals and enterprises, but also for the country and the nation. The development scale of express delivery represents the economic development of a region. The better the economic development, the more perfect the express service. In turn, the improvement of express delivery has further promoted the development of regional economy and is an air bridge connecting regions. Therefore, SF should focus on the whole country and even the whole world, start from the overall situation, understand its own shortcomings, build its own platform and improve its services, so as to catch up with FedEx in the United States and go global.
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