I. Overview of Logistics Quality Management
(A) the connotation of quality and quality management.
The connotation of quality is very rich, and with the development of social economy and science and technology, its definition is constantly enriched and improved. In ISO 9000: 2000 "Basis and Terminology of Quality Management System", quality is defined as? To what extent does a set of inherent characteristics meet the requirements? . Quality characteristics refer to the inherent characteristics of products, processes or systems related to requirements. ? Inherent characteristics? Of something that already exists, especially that permanent feature; What is the key to the concept of quality? Meet the requirements? These? Requirements? It must be transformed into the characteristics of evaluation, inspection and evaluation based on indicators.
With the development of social productive forces, the progress of science and technology and the progress of social civilization, quality management is also making constant progress and development. In ISO 9000: 2000 "Basis and Terminology of Quality Management System", quality management is defined as? Guide and control the organization's coordination activities in quality? . The development of quality management has gone through the stages of quality inspection, statistical quality control and total quality management.
(B) the connotation of logistics quality management.
Logistics quality refers to the general term of logistics commodity quality, service quality, work quality and engineering quality. Logistics quality management refers to the scientific use of advanced quality management methods and means, focusing on quality, and systematic management of the whole process of logistics, including planning, organization and control, in order to ensure and improve the quality of logistics products and work. The concept of logistics quality includes not only the quality of logistics objects, but also the quality of logistics means and methods, and also the quality of work, so it is a comprehensive quality view.
(C) the content of logistics quality management.
1, commodity quality.
The quality of goods refers to ensuring the original quality of goods during delivery and avoiding damage as much as possible. The object of logistics is an entity with a certain quality, with quality characteristics such as grade, size, specification, nature and appearance that meet the requirements. These qualities are formed in the production process, and the logistics process lies in transferring and protecting these qualities, thus ensuring the quality of users. The pursuit of modern logistics process is not only to simply protect the logistics object and realize the spatial displacement of the logistics object, but also to improve and improve the quality of goods and increase the added value of goods through distribution and processing. So, to a certain extent, the logistics process is the quality of goods? Formation process? .
2. Logistics service quality.
Logistics service quality refers to the degree to which logistics enterprises provide services to users and satisfy them. Logistics activities have strong service characteristics, which not only serve the production and operation process of modern enterprises, but also provide comprehensive logistics services for customers who enjoy the products and services of enterprises. Due to the continuous improvement of information and logistics facilities and the improvement of customer service requirements, the service quality of enterprises to customers will inevitably continue to improve.
3. Quality of logistics work.
The quality of logistics work refers to the specific work quality of each link, job and post of logistics service. This is relative to the enterprise, and it is the internal control of logistics quality under certain standards. The quality of logistics work is closely related to the quality of logistics service, which depends on the quality of work, which is the guarantee and foundation of service quality. Therefore, to improve the quality of logistics service, we should start with the quality of work and take the quality of logistics work as the main content and focus of logistics quality management.
4. Quality of logistics engineering.
The quality of logistics engineering refers to the investigation of logistics quality system as a system, and the analysis, planning and effective control of various factors affecting logistics quality with the viewpoint and method of system theory. These factors mainly include human factors, institutional factors, equipment factors, process factors, measurement and testing factors and environmental factors.
Second, the common problems in the quality management of China's logistics enterprises
(A) the quality awareness of business leaders is not high.
For various reasons, China's logistics enterprises have been struggling for their survival for a long time. Most enterprises have weak foundation, single service and poor efficiency, and enterprise leaders exist. Pay more attention to production than management? Our ideas put most of our energy into the specific business of procurement, transportation, warehousing, agency, packaging, processing, distribution and other links, but often do not pay enough attention to the management of enterprises, including quality management, which makes the development speed and operation quality of enterprise logistics lag behind.
(B) The establishment and operation of the logistics quality management system is out of line.
China's logistics enterprises are complex in nature, diverse in types and different in scale. Due to historical reasons, the popularization of modern quality management concept in China's logistics enterprises is not enough. At present, it is more popular to establish IS09000 quality management system to standardize the management activities of enterprises. This standard can help organizations of all walks of life, all scales and all levels of management to establish, implement and effectively run quality management systems, and is the general requirement and guide of quality management systems. It should be pointed out that obtaining the certification and registration certificate of IS09000 family quality management system should not be the fundamental purpose of introducing this quality management system. The correct attitude should be to improve the quality management level of enterprises, establish, implement and maintain an improved quality management system according to IS09000 family standards, start from the foundation, be down-to-earth and truly play the due role of IS09000. In addition, enterprises that pass the quality system certification and carry out daily production and operation according to their requirements will cultivate the habit of all employees working according to norms and standards, but it is not enough to achieve obvious quality improvement and efficiency improvement just by trying to pass the certification, and a series of mature quality management methods and cost control methods are needed to match it.
(C) Logistics quality management methods are backward.
From the whole process of logistics, most domestic logistics enterprises still use the original management methods to carry out related management, the measurement and evaluation system of quality management is not perfect, most management reviews lack timeliness and effectiveness, and the application of advanced quality management theory and practical technology is out of touch.
Third, suggestions to improve the quality management level of logistics enterprises
(A) establish the concept of total quality management of enterprise logistics.
Logistics quality management is also called logistics total quality management. To ensure the quality of logistics, all parties need to cooperate closely and work together to establish the idea of total quality management. Because quality management runs through the whole logistics activities, logistics quality management also has the characteristics of total quality management, that is, total quality management, whole process quality management, whole enterprise quality management and multi-method quality management. Generally speaking, enterprise logistics activities are activities that serve production and operation. The logistics service function of different enterprises will affect the overall service quality and customer satisfaction. Therefore, to strengthen the quality management of enterprise logistics, we must set out from the strategic height of enterprise logistics development and truly establish the idea of total quality management.
(2) Establish and improve an effective logistics quality management system.
Quality management system refers to the management system that commands and controls the organization in terms of quality. It is a process of establishing quality policy and quality objectives and realizing the interrelation or interaction of these objectives. In China, a large number of enterprises that have passed the quality management system certification have not achieved the purpose of reducing costs, improving competitiveness and improving management efficiency, because there are many problems in the operation of the quality management system. For example, the audit is not standardized, the organization is not perfect, the system is not perfect, and there is a lack of adaptability to environmental changes.
A perfect quality management system should be systematic, comprehensively and effectively control the interrelated processes that make up the quality management system, so that the whole quality management system can run dynamically and orderly, thus realizing the quality policy and quality objectives. In addition, the quality management system should be economical and operable, not only to meet the needs of customers and improve customer satisfaction, but also to consider the expectations of enterprises and other interested parties in order to maintain the practicality and effectiveness of the quality management system.
(3) Improve the logistics quality management methods and realize the combination of theory and application of modern quality management ideas.
Establish the concept of total quality management, and put the quality management with full participation, whole process, all-round and multi-means throughout the whole logistics activities. The idea of total quality management not only expands the meaning of customers, but also deepens the connotation of quality. It makes logistics enterprises realize that customers are not only the objects of receiving logistics services, but also all relevant parties of the enterprise. Quality is not only the quality of products' own performance, but also the time and cost. The focus of logistics enterprises is no longer the last link of logistics, but the whole process from investigation, design to after-sales service. This idea eliminates the quality problems that may occur before or during the product formation.
Using PDCA cycle to continuously improve logistics quality management. PDCA cycle, also known as pdsa, is a scientific procedure that should be followed in total quality management and a logical working procedure that can make any activity effectively. The letters P, D, C and A stand for planning, execution, inspection and handling respectively. Quality management at all levels has a PDCA cycle, and each PDCA cycle does not run in the same place, but like climbing stairs, each cycle has new goals and contents, which means that after a cycle of quality management, a number of problems have been solved and the quality level has been improved. PDCA cycle can make the thinking method and working steps of logistics work more organized, systematic, visual and scientific. PDCA has simple management method, low cost and flexible implementation, which is suitable for logistics enterprises of different scales and levels in China and has high practicability.