As one of the sub-industries of logistics, express delivery provides customers with "door-to-door" service, and its production process from collection to delivery covers all functional links of logistics. The characteristics of its production activities determine that it is necessary to fully realize the eight functions of logistics transportation, warehousing, loading and unloading, handling, packaging, distribution processing, distribution and information processing in order to complete the whole production process. The flow and mining of all kinds of information is the key demand of its core business, which directly affects the service ability, service quality and business development. In the selection of industrial and information integration demonstration enterprises, SF Express was selected as a demonstration enterprise in the logistics field. The reporter's investigation found that the ideas, paths, experiences and reflections of its informatization construction are quite worth learning.
At present, SF Group has developed into a large-scale comprehensive express delivery enterprise with an average annual growth rate of more than 40%, nearly 30 self-built airlines and planes, more than 4,000 grassroots business outlets and more than 6,543,800 employees. The service network has completed the complete coverage of China (including Hongkong, Macao Special Administrative Region and Taiwan Province Province) and expanded to overseas markets such as Korea, Japan, Singapore and the United States.
SF gradually promotes the information road with all aspects of logistics operation as the main body. Up to now, SF * * * has more than 160 sets of information systems to realize the information management of all logistics links and supporting links. During the 11th Five-Year Plan period, SF's investment in informatization is about 654.38+0.5 billion yuan. During the 12th Five-Year Plan period, SF is expected to invest more than 5 billion yuan. In the "Time Management System" independently researched and developed by SF Express recently, the whole life cycle of express mail continues to decline and the safety of express mail continues to improve. SF has become the only company in the express delivery industry that uses the "express life cycle" to monitor all aspects of logistics.
SF Express applies GPRS technology in receiving and sending items, which realizes the automatic delivery of orders and the uploading of express mail information, so as to facilitate users to grasp the geographical location of express mail in time. Apply electronic signature technology to enable customers to identify the signer; It also includes the interface of handheld terminal using barcode recognition technology, thermal printing technology, electronic signature, handwriting recognition technology and foreseeable advanced technology.
Comprehensive application of information integration
SF insists on improving service with science and technology, and makes great efforts to invest in science and technology. SF invested a huge sum of money in the form of a project, which was developed by a team composed of internal operations and IT***. Advanced software and hardware facilities such as HHT handheld terminal, full/semi-automatic sorting system, call center, operation core platform system, customer relationship management system, GPS global positioning system and aviation management system were put into operation one after another, which took the lead in monitoring and tracking the whole process of domestic goods from ordering to delivery, and all of them adopted fully automatic and semi-automatic mechanized operations to optimize the software and hardware of express mail.
Through the use of handheld data terminals, global satellite positioning, automatic sorting and other high-tech means. SF has integrated various modes of transportation, including air transport, road transport and railway transport. , and maintain a high degree of integration and coordination of operation scheduling, information flow and operation standards in the connection of different modes of transportation, so as to ensure that express mail can be delivered to customers safely and quickly. At the same time, through integration, we will gradually reduce the unit energy consumption and make due contributions to energy conservation and emission reduction. Make full use of computer technology, network technology and related relational database, bar code technology, EDI technology, etc. Highly integrate all links of logistics system, plan and make decisions on production process with the help of information technology, reflect the methods and trends of transforming traditional logistics industry with modern information technology, and promote the development of logistics business through the improvement of logistics informatization level.
The whole logistics process business information system includes data collection and supervision of many logistics functional elements such as customer ordering, door-to-door receiving, transportation scheduling, warehousing, transshipment and distribution, express delivery, distribution processing, information service and so on. , and it is highly matched with the operating system, standardization, electronization, automation and other basic environments of the industry where the project implementer is located. Among them, the business core system, customer core system, financial information system and other information systems have realized the seamless docking of the underlying data, and customer service has realized the dynamic resource management of the customer management system; GPRS general wireless packet service is applied to receiving and sending services; Transportation scheduling realizes vehicle monitoring and GPS positioning functions through the background command center; Transfer distribution realizes automatic sorting and semi-automatic sorting, analyzes waybill information before the entity arrives, and knows the destination of express mail in advance; Dispatching adopts electronic receipt and short message service.
The benefits of life cycle management are significant.
On the basis of comprehensive integration of information technology, SF Express put forward the concept of the whole life cycle of express delivery according to the industry characteristics of logistics express delivery, and innovated the information model accordingly. The life cycle of express mail includes five parts: customer link, receiving and dispatching link, warehousing link, transportation link and customs declaration link. At present, the application of information technology in various aspects has achieved remarkable results.
In the customer link, the call center has been able to record the reason of each call, and every customer complaint has a complete processing flow. According to the statistics of data records in the call center system, about 100 solutions have been sorted out, and ordinary agents can handle 90% of customer calls with confidence, thus reducing the work pressure of call center employees, helping employees improve their work performance and providing space for the career development of excellent employees.
In the process of sending and receiving, the biggest advantage of handheld terminal program is to reduce the error of manual operation and improve the work efficiency of operators. At present, the fourth generation handheld terminal system used by SF Express has improved the work efficiency of the transceiver by more than 20%.
In the process of storage, SF's automatic sorting system can continuously sort goods in large quantities, which is not limited by climate, time and human strength and can run continuously. At the same time, due to the large number of pieces sorted by the automatic sorting system per unit time, the automatic sorting system can sort 7000 pieces of packaged goods per hour, and if it is manual, it can only sort about 150 pieces per hour. At the same time, sorters can't work continuously for 8 hours under this labor intensity. Moreover, the sorting error rate of the automatic sorting system is extremely low, and the sorting error rate of the automatic sorting system mainly depends on the accuracy of the input sorting information. SF's automatic sorting system adopts bar code scanning input, unless the bar code printing itself is wrong or damaged, there will be no errors, and the system recognition accuracy rate is as high as 99%.
In the transportation link, the dynamic control function of GPS on vehicles completes the transparent management of the transportation process, which can stop the optimization of transportation scheme and vehicle configuration in time and reduce the transportation cost by 25%.
In addition, in terms of serving e-commerce customers, SF Express has achieved docking through the system between informatization and e-commerce customers, won the gradual trust of e-commerce enterprises and individual customers with safe and fast customer experience, and profoundly changed the usage habits of online shopping express delivery. Only recently, the growth rate of online shopping revenue of SF has exceeded 70%.
Developing third-party logistics is the general trend.
At present, the main problems of logistics informatization in China are low efficiency of logistics system, high logistics cost, poor matching and compatibility of infrastructure, low level of logistics technology and equipment, and backward standardization construction.
There is a big gap between China and developed countries in logistics cost, turnover speed and industrialization degree, 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. Unbalanced regional economic development leads to poor matching and compatibility of logistics infrastructure planning and construction, and weak system functions. The investment in hub facilities connecting different modes of transportation and different regional transportation systems is insufficient, and the construction of various comprehensive freight hubs, logistics bases and logistics centers that have an important impact on business development is slow. 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.
To this end, SF believes that third-party logistics is the direction of socialized division of labor and modern logistics development. At present, China's third-party logistics enterprises are in the development stage, which is the weakest link in the current logistics development. According to the survey statistics, in industrial enterprises, the logistics of raw materials is entrusted to the third party logistics, accounting for 18%, and the logistics of commodity sales only accounts for 16%. Quite a few enterprises mainly organize their own logistics, which is an important reason for the low efficiency of the whole economy. In order to promote the development of the logistics industry in the future, we should focus on developing the third-party logistics, shaping the advanced logistics service form of informationization, intelligence, service integration and personalization, and cultivating internationally competitive market players.
Shunfeng suggested that in order to achieve the development goal of logistics informatization, it is necessary to strengthen unified leadership, establish the necessary coordination mechanism between government departments, implement relevant policies conducive to the development of logistics enterprises, build logistics information system industries and standards, continuously strengthen technical and financial support for enterprise informatization construction, do a good job in the construction of logistics standardization system, and give full play to the role of industry associations.