1. Actively develop e-commerce logistics entities - third-party logistics
From a macro perspective, my country should strengthen theoretical research on e-commerce and logistics; continue to strengthen logistics infrastructure planning and Build and actively develop a socialized and networked logistics service system, improve the whole society's full understanding of e-commerce logistics, vigorously cultivate logistics professionals, etc. What is most worth mentioning here is that our country should further encourage the development of third-party logistics, improve the socialization and professionalization level of logistics enterprises, and provide a foundation and platform for the selection of e-commerce logistics models.
From the perspective of the development of foreign logistics companies, the logistics industry has far surpassed logistics services such as distribution in the traditional sense, and has been replaced by the rapid development of third-party logistics companies. In order to cater to customers' requirements for cost reduction, logistics companies have begun to provide various services with high added value such as electronic tracking, maintenance services, distribution equipment, etc. Logistics service providers are becoming processing and repair centers, customer service centers, information centers, etc. Processing center etc. Third-party logistics companies rely on information technology to provide more professional logistics services and have strong adaptability to the market. These advantages can exactly make up for the shortcomings of e-commerce companies.
How large and competitive China's e-commerce logistics market can be depends not only on the electronics manufacturing companies themselves, but more importantly on the professionalism of third-party logistics companies. Although China's traditional logistics companies have developed over many years, they already have a large number of logistics facilities, and some have improved the water delivery network to the extent that they are competitive in transportation and warehousing logistics services. The main force is that "delivery to your home" has become an integral part of citizens' lives, covering the daily necessities of tens of thousands of people in Shanghai, and has become the fourth largest network affecting the lives of Shanghai people.
At the same time, as the Internet The increase in the types of goods sold and the expansion of the number of users, its management constraints, development level and financial conditions are the direct reasons for insufficient distribution capabilities. It has gradually shown its inability to adapt to the e-commerce environment, and its service concept, service quality and service functions There is a big gap with market demand. Traditional enterprises need to transform into third-party logistics enterprises, improve the professional level of logistics enterprises, establish and improve their service functions, extend their service areas, and establish a complete comprehensive logistics. The system is an important direction for the development of my country's e-commerce logistics.
2. Improve the level of informatization and achieve "seamless connection" of information
E-commerce logistics is fast, convenient and transparent. Characteristics, the realization of these characteristics requires e-commerce and logistics enterprises to have a high level of informatization, and more importantly, to achieve the best sharing and seamless connection of information between the two in the process of online transactions and offline distribution. Enterprises can coordinate supply, manage inventory, improve services, control costs, and achieve perfect internal enterprise management through online information sharing and transmission.
To achieve this, For logistics companies, they first need to reorganize their business processes, that is, standardize and integrate their business processes according to the requirements of e-commerce. Secondly, they need to decompose the company's continuous business processes according to different functions to facilitate digital operations. Finally, A series of digital indicators are used to evaluate the operation status and the relationship between functional modules, and the enterprise's operating status is compared with the standard status to obtain management information. The prerequisite for the informatization of the logistics service process is that the enterprise must be able to do basic management. To standardize. However, my country's traditional logistics enterprises in transformation are very weak in this regard. Standardizing and strengthening basic management is the only way out for the development of my country's e-commerce logistics.
3. Improve service concepts
The essence of logistics is service. The service level of my country's logistics enterprises is still relatively low. In addition to being affected by the traditional system, the main reason is the lack of a complete and open service concept. Logistics enterprises must establish active service. Awareness, proactively work with e-customers to research and develop appropriate logistics solutions, study market development, conduct market surveys, agree on service standards, develop advanced logistics technology, share service information, jointly bear service risks, etc. The service concept also requires logistics companies not only to be a logistics service provider, but also to be a supply chain manager, able to integrate market resources, proactively understand the operational requirements and activity processes of suppliers and customers, and design new suitable solutions for customers. Logistics solutions that customers individually need, so that they can have a place in the brutal market competition.
4. Develop personalized customer service standards
To develop personalized customer service standards, the key is to clarify what customers really need, that is, throughout the entire service process , what do customers value most. For example, retail customers are most concerned about the inventory situation, whether the inventory can be effectively managed, whether replenishment is timely, etc. Fresh food customers are most concerned about the conditions and speed of transportation, whether the fresh food can be transported For customers who make high-priced goods whose products are truly kept fresh, what they are most concerned about is the safety of the goods. Industrial customers are most concerned about factors such as delivery, order cycle, order completion rate, etc.
Different customers must have different needs, and their focus will also be different, but almost all customers will pay attention to the processing method and processing efficiency of orders, etc. If logistics companies can based on these characteristics, and personalized requirements, providing customers with effective and personalized services will greatly improve the competitiveness of enterprises.
E-commerce logistics provides a platform for extensive one-to-one communication. Enterprises can negotiate with customers online and jointly agree to establish appropriate and personalized service standards to achieve a win-win situation. Therefore, truly good customer service standards should be agreed upon by logistics companies and customers, which actually lays the foundation for companies to realize customer value.
5. Establish an effective logistics service process monitoring system
Effective monitoring of the logistics service process is a means to control the logistics service process and achieve service strategic goals, including tracking, monitoring, and evaluation. Performance, reflection, etc. Specifically, it means collecting information, capturing deviations, analyzing consequences, and strengthening management. Choosing appropriate monitoring indicators and monitoring methods are the two keys to this issue.
From the perspective of the formulation of monitoring indicators, most are now divided according to the customer service process. In the pre-sales service stage, indicators include reporting delivery orders to customers, visitor frequency, monitoring customer inventory levels, and the number of consultations provided to customers. In the sales stage, indicators include the convenience of ordering, response time after placing an order, Delivery speed, order cycle, on-time delivery rate, delivery delay rate, emergency order processing capability, order tracking rate, information feedback, etc. In the after-sales stage, indicators include invoice accuracy, inventory damage, return and exchange processing situation, recycling status, etc.
From the perspective of the determination of monitoring methods, the report sheet method has always been a common method used by logistics companies as a monitoring method. The most obvious flaw of this method is the lack of interactivity in service process monitoring, that is, it cannot reflect the customer's feedback on the service process. Confirmation of test results. However, due to the high cost of electronic data exchange methods, more and more companies and consumers are beginning to use the Internet to evaluate the performance of logistics service processes, which also reflects the increasing attention paid to e-commerce logistics.
6. Further improve the logistics management system and integrate logistics resources
my country's e-commerce logistics distribution has the double troubles of limited scope and idle distribution resources. On the one hand, remote cities and Rural areas simply cannot enjoy the convenience and speed of e-commerce logistics. On the other hand, in some big cities, there is a surplus of distribution resources. Therefore, it is required that the market system must be open and unified, and should not be divided or closed. my country's logistics market must achieve an organic combination of domestic and international markets, and at the same time make a reasonable regional layout to avoid vicious competition between the same business formats caused by repeated construction. It must also use the diversification of business formats to meet the diversity and diversity of consumer needs. Multilayeredness. Gradually extend modern logistics methods to small towns and rural areas, and establish an open, unified, orderly competition, sensitive information, smooth network, and interconnected retail and wholesale, futures and spot, foreign trade and domestic trade, tangible and intangible markets. A commodity market system that develops in coordination with various market factors. Fundamentally change the current situation of unbalanced urban and rural market development and form an efficient and smooth logistics system between urban and rural areas.
7. Change the government management method
The e-commerce logistics market is a fully competitive market. E-commerce companies can choose the logistics model that suits them according to their own circumstances and should not be subject to the government interference. The government should change the segmented management model, change administrative management to industry management, and change direct management to indirect management. The government should mainly proceed from a macro perspective, implement indirect management of the circulation field through legal means and economic means, establish an orderly and efficient market regulation mechanism in accordance with social and economic development and market needs, change the traditional government intervention model, and formulate a system that adapts to the development of the modern logistics industry. new management system. The government should focus on the designation and implementation of circulation development strategies, industry planning, industrial policies, and industry standards, and strengthen policy guidance. Transform the market function from managing the specific business activities of enterprises to managing market transaction rules. Eliminate unnecessary administrative intervention and establish a macro-control system to enable fair competition among enterprises. We can strengthen the market's self-regulation capabilities by vigorously developing non-governmental organizations such as e-commerce and logistics chambers of commerce and industry associations, and establish common methods of industry management. The most obvious flaw of this method is the lack of interactivity in service process monitoring, that is, it cannot Reflects the customer's recognition of the test results. It is hoped that relevant management departments, through chambers of commerce and associations at different levels, will assume the functions originally managed by the government. This will greatly contribute to the transformation of the role of government functions and clear institutional obstacles for the development of e-commerce logistics in my country.