深圳永業(yè)國際貨運代理公司物流客戶調(diào)查表

1、Assignmentspecification(BAProgram)英語專業(yè)必修課程作業(yè)要求（4升本格囂）Course:PracticalBusinessProjectDesignAssignment:02(Units6-10)Assignmenttitle:DataCollection/AppendicesfProjectImplementation9Discussion,Conclusion.Introduction.Abstracts,andthefirstdraftofthewholepaper重要聲明：本課程的各階段作業(yè)要求以網(wǎng)院在平臺上發(fā)布的作業(yè)要求為準，而不是根據(jù)教材中的作業(yè)要求

2、完成作業(yè)。姓名：呂凌志_學籍號：年級：09秋專升本學習中心：北京總部學習中心輔導教師：姜蕓Basedontheprojectdesignyouhavecompletedinthepreviousstage,youareaskedtoimplementyourprojectandthencomposethecorepartsofyourBAdegreepaperinthisassignment.Pleaserefertounits6-10ofPracticalBusinessProjectDesignforguidanceandsupporttothisassignment.Theinforma

3、tioninbracketsindicatethespecificunityoucanreferto.ThereareSIXpartsinthisassignment.PartOneDataCollection/Appendices(Unit6>Activity2)DIRECTIONSFORSTUDENTS:Inyouronlinecourseware,twocategoriesofforms/methodsareintroducedtocollectprimarydata： Observationandlogs SurveysandinterviewsPleasepresentthet

4、ypesofformsyouplantousetocollectdatainthisproject,whicharegoingtobeattachedasappendicesinyourBAdegreepaper.Youshouldgiveatitletoeachoftheform,suchas“FocusGroupDiscussionOutline”>“TrainingEvaluationForm"and"Questionnaire”Butfirst,pleaserestateyourprojectobjectiveandhypothesistowhichyourt

5、utorcanreferirtiiletheyevaluatethetypesofdatayouaregoingtocollect.Projectobjective：TheproblemthatIamresearchingisthatourrevenueandcargovolumehadreducedalot.Thelong-termgoalofmyprojectisbyrunningournew"product“ofnewshippingroutebetweenShenZhenportandAustralia,withprovidingaone-monthpreferentialp

6、ricetoourcustomerssothatourbusinessandreputationcouldberecognizedinourfieldinfuture.Atthesametime,ourcargovolumewillbeincreasedforanother100tonspermonthonthisroutingafterthepreferentialperiod.Andtherewillbeanother10newcustomerswhowillstartcooperatingwithus.Projecthypothesis:Itishypothesizedthatifthe

7、newshippingrouteisrunsuccessfully,wewillhavethenewhighlighttoimproveourwholelogisticsdevelopmentandmorecustomerswillbeinterestedinourbusinessproduct.Insertyourdescriptionafterthepromptsinthespacebelow.FormI：AppendixI:Questionnairebeforeimplementingproject深圳永業(yè)國際貨運代理有限公司物流客戶調(diào)查表!定公司名稱：,司地址：.I查項目：綜合評估評估

8、項目選擇代碼54321您以前是否了解永業(yè)國際貨運代理有限公司非常了解比較了解了解聽說過不知道您如何評價我們以前的服務很好好一般差很差你如何評價我們對于特殊問題的處理能力很好好一般差很差您認為價格與服務哪個更重要服務價格您對深圳港到澳大利亞新航線服務是否感興趣非常是一般不非常不您是否愿意付保費來保證您貨物足夠的安全是不，子郵件地址：評估地點：評估日期：職務：電話：傳真：1公司的意見與建議:.業(yè)員工姓名：FormII:AppendixXI:Questionnaireafterimplementingproject深圳永業(yè)國際貨運代理有限公司物流客戶調(diào)查表評定公司名稱:公司地址：調(diào)查項目：評估人：電

9、子郵件地址:綜合評估評估地點:評估日期：職務：電話：傳真：評估項目54得分標準321H1.時間100%99%98%97%97%O2.運輸正確率100%99%98%97%97%3.運輸安全率100%99%98%97%97%4.正確安全交接率100%99%98%97%97%5.服務和價格很好好一,般差很差6.友好與禮貌態(tài)度很好好一般差很差7.應對客戶的詢問和要求迅速作出反很好好一般差很差8.信息是否順暢很好好一般差很差口9.與我公司合作更多業(yè)務是一般不綜合評估：您公司的意見與建議員工姓名：FORTUTORS:Youarerequiredtoprovidebetween-textcommentson

10、thestudentfswritingbyusingthe"Edit"functionoracontrastingfontcoiortohighlightyourcommentsorsuggestions.Pleasetickinthepropercellandwriteyouroverallconnnentsintheboxof“Tutor'sComments"below.評價指標AssessmentCriteria評估(Acceptable/Revise)請打勾進行評估(V)合格需修改用了不同的工具來采集數(shù)據(jù)。Avarietyoftoolsareuse

11、dtocollectdata.通過這些表格/工具等可獲取充分的數(shù)據(jù)。Sufficientresultscanbeobtainedbyusingtheseforms.表格中的題項或問題設計嚴謹，有助于檢驗項目假設。Theitemsorquestionsintheformsarewell-designedtohelpverifythecredibilityoftheprojecthypothesis.語言正確、準確，無歧義。Eachformisexpressedinclear,accurateandunambiguousEnglish.Tutor'sComments:PartTwoData

12、Presentation(units6&9)DIRECTIONSFORSTUDENTS:Afterhavingimplementedyourprojectandanalyzedthedatacollected,youarenowaskedtodescribeindetailwhatyouhavefound.Youshoulddescribeyourfindingswiththesupportofnecessarygraphs,charts,tables,etc.ThisimportantpartwilllateronbepresentedinyourBAdegreepaperunder

13、theheadingsuchas"DataPresentationoraProjectFindings”.Writeyourtextunderthefollowingblankspaceaccordingtotheaboveareas.(Suggestedlength:nofewerthan800words.)ProjectFindings1Data(Results)Analysis1.1 ThepreviousproblemanalysisThepreviousproblemisthatournewcustomersarenoteasytoacceptourlogisticserv

14、ice.Itwascausedbytheshortageofhighlightedlogisticsproducts,silentreputation,drumbeating,thequantitiesofclients,simplexcustomers,etc.1.2 RecordsoftheimplementationofprojectSomerecordscouldindicatetheimplementationofthisprojectfromthebeginningtotheend.ThoserecordsincludeCustomerFiles,Questionnaireform

15、,DeliveryOrder,CustomerAssessment,ShippingNoticeandTollReceipts.1.3 Resultscomparison1)Byinvestigatingandanalyzingourinternalfilesandcustomersffeedback(PleaseseeAppendixXI),wecomparedsomeessentialfactorsshownasbelowFigures.a) FirstoneisQuotation.Accordingtocustomersfeedback,ourrecoveredquotationafte

16、rpromotionisalittleexpensivethanbeforetheywereoffered.90%ofCustomersstillthoughtitisreasonablewithourcurrentservice.Mostofourcustomersproducehighaddedvaluegoodssothattheyhavemuchmoreconcernonservicethanquotation.b) ThesecondfactorisTime.Itisobviousthatourcycletimeisalmostperfectachievement.100%custo

17、mersareabsolutelyhappywithit.Itisthemostcrucialpointforustokeepandwinnewcustomersinfuture.c) Attitudeisthirdone.Attitudeisnotonlywhatastaffimpressedthecustomerforhimorherself,andrepresentthecultureandmanagementofacompanyaswell.Thisisthereasonwhyeverycompanycontributesmoreconcernonit.Atthispoint,Iams

18、tillsatisfiedalthoughwejustimproved1%thanbefore.Someproblemswerehappenedbecauseofdifferentculturebackground.d) Damageisalwaysaseriousproblemtoallcarriers.Accordingtotherelevantregulation,thecompensationiscalculatedbaseonRMB20.00perkilogramforanydamageormissingonthedomesticshipmentiftheownerdidnotpay

19、extrainsurancecharge.However,itiseasytoloseacustomerifithappenedoften.Especiallyforhighaddedvalueproduct,itmaycostmorethanUS$1,000.00fora20kilogramsshipment.Inordertokeeptheshipmentinasafesituation,wetooksomedifferentmethodsforthedifferentgoodsbeforetheproject.Inreturnofthis,weacquired100%satisfacti

20、on.e) Asthefifthissue,accuracyisalsoimportantonbothshipmentsanddocuments.Sometimes,therearemorethantenshipmentsanddocumentsthatareconsolidatedinonecontainer.SotheinformationrelatestoDeliveryOrder,PackingList,Invoice,etc.willbethebasicinformationtodistinguishfromonetotheother.Weareproudofourcurrentre

21、marks,andwillputmoreconcernonit.f) Lastbutnotleast,responsealwayspresentsmanagementandcapabilityofateam.Anefficientteamworkwillprovidetheirsolutionwithinshortesttime.Ourcommitmentishalfworkingdaytoresolveanyproblemwithoursolution.Comparingthecustomers,previousservice,weincreased18%andwillhighlightit

22、infuturebidding.Figure 1: Generalperformancebeforeandafterprojectimplementation2) ComparingourinternaldatafromJanuarytcAugust,ourcargovolumeinAugustisincreasedmorethan150tons.Theturnoverthatis83%ofinternationalbusinessisalsoincreaseduptoRMB1,688,280.00.Figure 2: Australiaroutereport1betweenShenZhenp

23、ortandAustraliaAustraliaroutereport1betweenShenZhenportandAustraliaCargoVolume(kg)riTurnoverbyAustraliaroute(Rmb)"TurnoverbyAustraliaroute(%)3) Duringone-monthpromotionfrom1stSeptennberto30thSeptember(week36toweek39),ourshipmentlotsandclientquantitiesisalsoobviouslyincreased.Figure3:Australiaro

24、utereportfromweek36toweek394) Asoneofourkeyaccountcustomers,LOUVREassessedourperformanceofAugustontheirinitiative(PleaseseeAppendixXII).Accordingtotheassessment,wecanfindouttheirconsiderationondifferentaspects.Theresultsabsolutelyindicateoursuccessonthisproject.Figure 3: LOUVREmonthlyassessmentFORTU

25、TORS:Youarerequiredtoprovidebetween-textcommentsonthestudent'swritingbyusingthe"Edit"functionoracontrastingfontcolortohighlightyourcommentsorsuggestions.Pleasetickinthepropercellandwriteyouroverallcommentsintheboxof“Tutor'sComments“below.評價指標AssessmentCriteria評估(Acceptable/Revise)請

26、打勾進行評估(V)合格需修改簡要概括了項目實際實施情況，包括是否調(diào)整了原設計方案。Abriefsummaryoftheactualimplementationisgiven,includinganydeviationsfromtheoriginaldesign.明確描述數(shù)據(jù)收集的方法、時間、對象以及數(shù)量。Conditionsforcollectingthedataarespecified,includingdates,times,researchsubjectsandquantity.用圖表或表格呈現(xiàn)數(shù)據(jù)，每個圖表或表格有編號和標題。Tablesorchartsareusedtocompile

27、thedataandshowtrends.Tablesandchartshavepropertitlesandnumberssothatvariablesareclear.數(shù)據(jù)描述清楚、呈現(xiàn)方式恰當。Thedataisclearlyandproperlypresented.語言正確、準確，無歧義。Thiswholepartisexpressedinclear,accurateandunambiguousEnglish.TutorsComments:PartThreeDiscussionandConclusion(Unit10)DIRECTIONSFORSTUDENTS:Basedontheda

28、tayouhavepresentedinPartIwo,youarenowrequiredtoselectsomesignificantfactsandinterpretthesefindingsinabroadercontext.Insteadofsimplyrestatingyourresults,youshoulddrawinferencesabouttheirimplicationsforbusinessingeneral.ThisimportantpartwilllateronbepresentedinyourBAdegreepaperundertheheadinglike“Disc

29、ussion”Writeyourtextunderthefollowingblankspaceaccordingtotheaboveareas.(Suggestedlength:nofewerthan500wordse)ResultsDiscussionOurteamevaluatedourperformanceagainsttheobjectivesandhypothesiswehavesetintheproject.Withtheefforts,wecouldsayweruntheprojectsuccessfully.Thegoalofourprojectistorunournewupr

30、oductnonthenewAustraliaroutebetweenShenZhenportandAustralia.Inthepromotionperiod,weobtainedgoodperformancethanweexpected.ThetargetistoincreaseourcargovolumetolOOtonspermonthtodevelop10newcustomersthroughthenewproductandthepromotionpricepermonth.Thetruthiswereached150tonsinthefirstmonthandgot15newcus

31、tomers.Wedevelopedournewbusinessandgainsatisfactionfromourcustomersintheserviceweprovided.Withsuccessofourproject,Ifeelmoreconfidenttomakemoreplansonbusinessdevelopmentandinnovationinfuture.Theaboveanalysisandresultsidentifythatwehadfulfilledourproject.However,weareawareofsomependingissuesweneedtobe

32、solvedorimproved,whichIlistedbelow.1) DiscountRatea)Afterpromotionperiod,customerssatisfiedwithourservice,buttheymightrequireapreferentialpriceforhighcargovolume.Insuchacase,weneedtoworkoutthediscountratebasedonthecargovolume.2) NewRequirementsa)Itisrequiredforanumberofexportdemandstrictwoodfurnitur

33、e,applytocustoms,inspectionandquarantine,improveefficiency,shortenthetimetodeclare,speeduptheprocess.3) DetailedOperationPendingIssuesa)Wepickedupshipmentfromshipperbypalletcargo,whichmeansmaybe10boxesinonepallet.WemovedthepalletcargofromShenZhenporttoAustralia.Whenwedeliveredtheshipment,consigneeon

34、lyacceptedcargobybox.Theproblemiswecouldnotcheckboxonebyonewhenwepickitup,butconsigneewilldothatastheyreceive.Itinvolveswhowilltaketheresponsibilityforthedamagedboxinthepallet.4) Unexpecteddelayinthetransportation.a)Duetothebadweatherortrafficaccident,itmaynotbeeasytocontrolthedeliverytimesometimes.

35、Howeverwecouldnotwaittheproblemissolvedbythemselves.ThesolutionistoaskdriverorshipmentcompanyreportinganydelaytoCustomerServicetimely.CustomerServicewillinformcustomerimmediatelyaftergettinginformationandupdatetocustomerifanyimprovements.Fromtheaboveresultsdiscussion,weknewwhatwegotandwhatweneedtoim

36、proveinourfuturejob.Themostimportanceisthatitbroughtvaluableexperienceonhowtoconductanewproduct.ConclusionAstheprojectmanager,Iplaned,implementedandsuccessfullyfinisheditfromthebeginningtotheend.Theprojectwillopenupnewcustomersandimpelpotentialclientsformorebusiness.Beforetheproject,wetookfocusgroup

37、,emailcommunication,telephoneconversation,questionnaireandSWOTanalysisinordertoclearlyunderstandourcustomers,considerationandmeettheirdemands.Meanwhile,wetriedtocontactmorelogisticscompanytoacquiremorecurrentinformationonAustraliaroutebetweenShenZhenportandAustraliainourfiledsothatwecoulddrawoutther

38、easonableandcompetitiveterms.Accordingtoaboveinformation,Isetupourstrategytoruninthisroute.Eachprojectwillhaveitsowncharacteristics,whichwillbereflectedinthewaythelogisticscompanyorganizesitsapproachesandactivities.Theimportancetoplanningofabovetypeofanalysisistherecognitionofthosespecificcriticalac

39、tivitiesthatourteammustcarryouteffectively.Orientateourplanningtowardsthoseactivitiesandmakesurethatwetakethemintoaccountwhendrawingupouractionplan.Apparently,weworkedoutourconcreteobjectiveistoincreaseourcargovolumeforanother100tonspermonthonthisroutingandtherewillbeanother10newcustomerswhowillstar

40、tcooperatingwithus.Duringtheimplementationoftheproject,wemonitoreditsdevelopmentbyflow-chartwithtime-scale,internalmeeting,internalfiles,customerfiles,groupdiscussingandweeklyreport.Ifullydelegateresponsibilityandauthority,therebyempoweringtheprojectteam.Myroleistofacilitateandsupportthedevelopmenta

41、ndimplementationofcorrectiveactionsifactualprogressfallsbehindplannedprogress.Theprojectisrelatedtothreemainstationsandalldepartments.So,spiritofteamworkappearstobethemostcrucialpointtothesuccessfulproject.Ourteammembersarehighlycommittedandeagertoachievetheprojectobjective.Allstaffsfeelasenseofunit

42、yandprideintheseaccomplishments.Communicationamongusisopen,frankandtimely.Thereisagreatdegreeofinterdependencythatmembersfrequentlycollaboratedandwillinglyhelpedeachotherwithworkbeyondtheirownassignedtasks.Atthetimeoftheprojectisfinished,wehadinternalmeeting,facetofacediscussionwithclientsandquestio

43、nnairesurveytoevaluatetheproject.Thisprojecthasbeenextremelysuccessfulinregardstomeetourgoals,whichwerelaidoutbeforethecommencementofthisproject.Customersaresatisfiedwithourquotation,cycletime,service,etc.Bycheckingourinternalbusinessfiles,wehave15newcustomersincrease.Ourcargovolumeisalsoincreasedfo

44、r150tonspermonth.Boththeclientsandourstaffsenjoyedworkingontheproject.Onthecontraryside,wealsofoundourdisadvantagesthatneedtobeimproveinfuture.Wefinishedthisprojectsuccessfullyandreachedourgoal,itwillbecertainthatwewillbenefitfromitforourprofit,customerquantityandnewbusinesswhichwillalsocreateothern

45、ewlogisticsproducts.Atthesametime,itisinvisibletoimproveourreputation,butthatiswhatweneedandthemostvaluableaspectonourcompanylong-termdevelopment.FORTUTORS:Youarerequiredtoprovidebetween-textcommentsonthestudent'swritingbyusingthe"Edit"functionorucontrastingfontcolortohighlightyourcomm

46、entsorsuggestions.Pleasetickinthepropercellandwriteyouroverallcommentsintheboxof“Tutor'sCommentswbelow.評價指標AssessmentCriteria評估(Acceptable/Revise)請打勾進行評估(V)合格需修改從與項目假設最相關(guān)的事實/變化入手，對顯著現(xiàn)象進行討論。Significantfactshavebeenselectedfordiscussion,startingwiththosemostrelevanttothehypothesis.數(shù)據(jù)分析與討論充分得當。Thed

47、ataisproperlyanalyzedanddiscussed.明確闡述了數(shù)據(jù)與項目目標和假設的關(guān)系。Themeaningofthedatainrelationtotheoriginalobjectiveandhypothesisismadeclear.闡述了結(jié)論，比如項目結(jié)果是否證明假設成立。Finalconclusions,suchaswhetherthefindingssupportthehypothesis,arestated.說明了項目調(diào)研結(jié)果以及項目意義。Thesignificanceoftheresultsandtheprojecthasbeenexplained.包含了對項

48、目局限性的說明和/或未來更深入的調(diào)研計劃。Anylimitationsanddirectionsforfutureresearchhavebeendiscussed.結(jié)論不少于300字。Theconclusioncontainsnofewerthan300words.語言正確、準確，無歧義。Thispartisexpressedinclear,accurateandunambiguouslanguage.Tutor'sComments:PartFourAbstracts(units7&8)DIRECTIONSFORSTUDENTS:YourBAdegreepaperneedst

49、woabstracts,oneinChineseandasecondinEnglish.TheChineseabstractshouldhavebetween500and800words,andtheEnglishabstractabout300words.Althoughthetwoabstractsdifferinlength,theircontentisaboutthesame.Theabstractshouldconciselydescribe：theprojectbackground,problemstatement,problemanalysis,objective(s),hypo

50、thesis,researchsubjects,keycontents,implementationperiod,keymethod(s),mainresultsandsignificance.Insertyourdescriptionafterthepromptsinthespacebelow.摘要(中文)深圳永業(yè)國際貨運代理有限公司是經(jīng)商務部、中國海關(guān)、檢驗檢疫局和中國國際航運管理局在1996年批準成立的一級國際貨運代理企業(yè)。隨著幾年前國際貨代市場競爭的口益激烈，公司于2005年開始與原有的少量大客戶發(fā)展東南亞航線業(yè)務，使公司的業(yè)務有了新的增長點。近兩年，規(guī)模大小不同的新物流公司如雨后春筍

51、，同時這個市場也開始變的不夠規(guī)范，從而給公司帶來了新的挑戰(zhàn)。尤其在過去的一年里，我公司的主業(yè)務出口家具的業(yè)績大幅下降。造成此現(xiàn)象的原因一方面是公司原有客戶的業(yè)務量下降和流失，另一方面是沒有新業(yè)務的增長。我作為公司的物流總監(jiān)，如何應對并解決這個問題成為了當務之急的挑戰(zhàn)。本論文通過設計一個在深圳港到澳大利亞的新航線，并在一個月內(nèi)向客戶提供價格上的優(yōu)惠，從而進一步整體上帶動現(xiàn)有客戶的業(yè)務量。同時，這個項目在行業(yè)內(nèi)也產(chǎn)生了一定的影響，使得一部分潛在的間接客戶得到增加。公司的業(yè)務量得以增長，市場占有率和知名度得以提高。在經(jīng)過對物流行業(yè)澳大利亞航線的運輸情況的了解，通過對客戶的問卷、電話、電子郵件和面對面

52、的調(diào)查，以及SWOT分析法和公司內(nèi)部員工的集思廣益來確定該項目運作的具體定位、方案和所達到的預期效果。在項目結(jié)束后，通過公司內(nèi)部的相關(guān)業(yè)務和財務報表，以及客戶的不同方式的調(diào)查反饋，證實了該項目使公司的相關(guān)業(yè)務量得到提高，并增加了一批新的客戶。成功的實施深圳港到澳大利亞新航線的項目使我們清醒的認識到在當今競爭口趨激烈的物流市場，只有通過不斷開發(fā)出自己亮點的產(chǎn)品，才能全面帶動整體的業(yè)務，提高公司在行業(yè)內(nèi)的知名度。同時也能夠為物流業(yè)務長期良性的發(fā)展奠定了基礎。Abstract(English)Thedissertationpresentsadetailedreportontheprojectimpl

53、ementedtoincreaseinternationalcargovolumeanddevelopnewcustomers.Otherwise,itwillleadtolosemorecurrentandpreviousclientsandbringthenegativeeffectstolong-termlogisticsdevelopment.ItishypothesizedifthenewAustraliarouterunsuccessfully,wewillhavethenewhighlighttoimproveourwholelogisticsdevelopmentandmore

54、customerswillbeinterestedinourbusinessproducts.Basedonthehypothesis,Itakedifferentwaysonimplementingthisproject,suchasface-to-facediscussion,emailcommunicationtelephoneconversation,questionnaire,SWOTanalysisofcurrentsituation,internalmeetingandgroupdiscussing.Ourexpectedtargethasbeenreachedbyrunning

55、thisproject.Thisprojectnotonlybringsusmorecargovolumeandnewcustomers,butalsoanewideatodevelopourbusiness.Meanwhile,ourclientsarefullysatisfiedwithourhighqualityserviceandreasonablequotation.Theresultsindicatethatwemustimprovegenerallogisticsbusinessbycreatingnew“product”.Iwouldliketoexpressmyappreci

56、ationforthegreateffortsmadebyallourteammembersintheproject.Withgreatteamwork,weachievedourexpectedcargovolumeandwonnewclientsthroughnewproject.Withsuccessofourproject,Ifeelmoreconfidenttomakemoreplansonbusinessdevelopmentandinnovation.Despitetheoptimisticfulfillmentoftheproject,weareawareofsomependi

57、ngissuesneedtobesolvedorimprovedinouroperation.Onlyifwecouldkeephighqualityserviceandsearchnewattractiveandcompetitiveproject,wewillwingoodprofitinourbusinessFORTUTORS:Youarerequiredtoprovidebetween-textcommentsonthestudentswritingbyusingthe"Edit"functionoracontrastingfontcolortohighlightyourcommentsorsuggestions.Pleasetickinthepropercellandwriteyouroverallcommentsintheboxof“Tutor'sCom