摘要
Abstract
To cope with fierce market competition and precisely meet customer demands,this paper conducted optimization research on the business processes of railway freight logistics service centers.The core issues and their causes in its business process management,including"complicated procedures for customers,inconsistent ability standards for operation personnel,and redundant business operation links",were identified.Based on the current status of business service processes,specific optimizations were implemented:First,the customer business processing procedures were simplified;redundant formalities were integrated,and an online one-stop processing model was promoted.A standardized training and assessment system for operation personnel was established,and service levels and operation standards were unified.The redundant and valueless links in business operations were sorted out and eliminated,and efficient processes were reconstructed.Through these measures,costs and time consumption could be effectively reduced;the efficiency of freight operations could be enhanced,and at the same time,the quality of railway freight transportation services and customer satisfaction could be significantly improved,contributing to the overall benefit increase of railway freight transportation.关键词
ECRS/铁路货运/业务流程/效益/服务质量Key words
ECRS/Railway Freight/Business Process/Benefit/Service Quality分类
交通运输
