国际货运代理有限企业物流客户调查表.doc

Assignment specification (BA Program)英语专业必修课程作业要求 (专升本课程)Course:Practical Business Project DesignAssignment:02 (Units 6-10)Assignment title:Data Collection/Appendices, Project Implementation, Discussion, Conclusion, Introduction, Abstracts, and the first draft of the whole paper重要声明：本课程的各阶段作业要求以网院在平台上发布的作业要求为准，而不是根据教材中的作业要求完成作业。姓名： 吕凌志_ 学籍号： _092011010100_ 年级： 09秋专升本 学习中心： 北京总部学习中心_辅导教师： 姜芸 Based on the project design you have completed in the previous stage, you are asked to implement your project and then compose the core parts of your BA degree paper in this assignment. Please refer to units 6-10 of Practical Business Project Design for guidance and support to this assignment. The information in brackets indicate the specific unit you can refer to. There are SIX parts in this assignment.Part One Data Collection/Appendices (Unit 6Activity 2)DIRECTIONS FOR STUDENTS:In your online courseware, two categories of forms/methods are introduced to collect primary data: l Observation and logsl Surveys and interviewsPlease present the types of forms you plan to use to collect data in this project, which are going to be attached as appendices in your BA degree paper. You should give a title to each of the form, such as “Focus Group Discussion Outline”, “Training Evaluation Form” and “Questionnaire”. But first, please restate your project objective and hypothesis to which your tutor can refer while they evaluate the types of data you are going to collect.Project objective:The problem that I am researching is that our revenue and cargo volume had reduced a lot. The long-term goal of my project is by running our new “product” of new shipping route between ShenZhen port and Australia, with providing a one-month preferential price to our customers so that our business and reputation could be recognized in our field in future. At the same time, our cargo volume will be increased for another 100 tons per month on this routing after the preferential period. And there will be another 10 new customers who will start cooperating with us.Project hypothesis: It is hypothesized that if the new shipping route is run successfully, we will have the new highlight to improve our whole logistics development and more customers will be interested in our business product.Insert your description after the prompts in the space below.Form I:Appendix I: Questionnaire before implementing project深圳永业国际货运代理有限公司物流客户调查表评定公司名称: 评估地点:公司地址：评估日期:调查项目:综合评估职务:评估人：电话:电子邮件地址：传真:评估项目选择代码代码543211. 您以前是否了解永业国际货运代理有限公司非常了解比较了解了解听说过不知道2. 您如何评价我们以前的服务很好好一般差很差3. 你如何评价我们对于特殊问题的处理能力很好好一般差很差4. 您认为价格与服务哪个更重要服务价格5. 您对深圳港到澳大利亚新航线服务是否感兴趣非常是一般不非常不6. 您是否愿意付保费来保证您货物足够的安全是不您公司的意见与建议：永业员工姓名：Form II:Appendix XI: Questionnaire after implementing project深圳永业国际货运代理有限公司物流客户调查表评定公司名称: 评估地点:公司地址：评估日期:调查项目:综合评估职务:评估人：电话:电子邮件地址：传真:评估项目得分标准得分543211. 时间100%99%98%97%97%2. 运输正确率100%99%98%97%97%3. 运输安全率100%99%98%97%97%4. 正确安全交接率100%99%98%97%97%5. 服务和价格很好好一般差很差6. 友好与礼貌态度 很好好一般差很差7. 对客户的询问和要求迅速作出反应很好好一般差很差8. 信息是否顺畅很好好一般差很差9. 与我公司合作更多业务是一般不综合评估：您公司的意见与建议 员工姓名：FOR TUTORS:You are required to provide between-text comments on the students writing by using the “Edit” function or a contrasting font color to highlight your comments or suggestions. Please tick in the proper cell and write your overall comments in the box of “Tutors Comments” below.评价指标Assessment Criteria评估(Acceptable/Revise)请打勾进行评估（）合格需修改用了不同的工具来采集数据。A variety of tools are used to collect data.通过这些表格/工具等可获取充分的数据。Sufficient results can be obtained by using these forms.表格中的题项或问题设计严谨，有助于检验项目假设。The items or questions in the forms are well-designed to help verify the credibility of the project hypothesis.语言正确、准确，无歧义。Each form is expressed in clear, accurate and unambiguous English.Tutors Comments:Part Two Data Presentation (units 6 & 9)DIRECTIONS FOR STUDENTS:After having implemented your project and analyzed the data collected, you are now asked to describe in detail what you have found. You should describe your findings with the support of necessary graphs, charts, tables, etc. This important part will later on be presented in your BA degree paper under the heading such as “Data Presentation” or “Project Findings”.Write your text under the following blank space according to the above areas. (Suggested length: no fewer than 800 words.)Project Findings 1 Data (Results) Analysis1.1 The previous problem analysisThe previous problem is that our new customers are not easy to accept our logistic service. It was caused by the shortage of highlighted logistics products, silent reputation, drumbeating, the quantities of clients, simplex customers, etc.1.2 Records of the implementation of projectSome records could indicate the implementation of this project from the beginning to the end. Those records include Customer Files, Questionnaire form, Delivery Order, Customer Assessment, Shipping Notice and Toll Receipts. 1.3 Results comparison1)By investigating and analyzing our internal files and customers feedback (Please see Appendix XI), we compared some essential factors shown as below Figures.a)First one is Quotation. According to customers feedback, our recovered quotation after promotion is a little expensive than before they were offered. 90% of Customers still thought it is reasonable with our current service. Most of our customers produce high added value goods so that they have much more concern on service than quotation.b)The second factor is Time. It is obvious that our cycle time is almost perfect achievement. 100% customers are absolutely happy with it. It is the most crucial point for us to keep and win new customers in future. c)Attitude is third one. Attitude is not only what a staff impressed the customer for him or herself, and represent the culture and management of a company as well. This is the reason why every company contributes more concern on it. At this point, I am still satisfied although we just improved 1% than before. Some problems were happened because of different culture background.d)Damage is always a serious problem to all carriers. According to the relevant regulation, the compensation is calculated base on RMB 20.00 per kilogram for any damage or missing on the domestic shipment if the owner did not pay extra insurance charge. However, it is easy to lose a customer if it happened often. Especially for high added value product, it may cost more than US$ 1,000.00 for a 20 kilograms shipment. In order to keep the shipment in a safe situation, we took some different methods for the different goods before the project. In return of this, we acquired 100% satisfaction.e)As the fifth issue, accuracy is also important on both shipments and documents. Sometimes, there are more than ten shipments and documents that are consolidated in one container. So the information relates to Delivery Order, Packing List, Invoice, etc. will be the basic information to distinguish from one to the other. We are proud of our current remarks, and will put more concern on it.f)Last but not least, response always presents management and capability of a team. An efficient teamwork will provide their solution within shortest time. Our commitment is half working day to resolve any problem with our solution. Comparing the customers previous service, we increased 18% and will highlight it in future bidding.Figure 1: General performance before and after project implementation2)Comparing our internal data from January to August, our cargo volume in August is increased more than 150tons. The turnover that is 83% of international business is also increased up to RMB 1, 688,280.00. Figure 2: Australia route report 1 between ShenZhen port and AustraliaAustralia route report 1 between ShenZhen port and Australia0500,0001,000,0001,500,0002,000,000JanFebMarAprMayJunJul0%20%40%60%80%100%Cargo Volume (kg)Turnover by Australia route (Rmb)Turnover by Australia route (%)3)During one-month promotion from 1st Septermber to 30th September (week 36 to week 39), our shipment lots and client quantities is also obviously increased. Figure 3: Australia route report from week 36 to week 394) As one of our key account customers, LOUVRE assessed our performance of August on their initiative (Please see Appendix XII). According to the assessment, we can find out their consideration on different aspects. The results absolutely indicate our success on this project. Figure 3: LOUVRE monthly assessmentFOR TUTORS:You are required to provide between-text comments on the students writing by using the “Edit” function or a contrasting font color to highlight your comments or suggestions. Please tick in the proper cell and write your overall comments in the box of “Tutors Comments” below.评价指标Assessment Criteria评估(Acceptable/Revise)请打勾进行评估（）合格需修改简要概括了项目实际实施情况，包括是否调整了原设计方案。A brief summary of the actual implementation is given, including any deviations from the original design.明确描述数据收集的方法、时间、对象以及数量。Conditions for collecting the data are specified, including dates, times, research subjects and quantity.用图表或表格呈现数据，每个图表或表格有编号和标题。Tables or charts are used to compile the data and show trends. Tables and charts have proper titles and numbers so that variables are clear.数据描述清楚、呈现方式恰当。The data is clearly and properly presented.语言正确、准确，无歧义。This whole part is expressed in clear, accurate and unambiguous English.Tutors Comments:Part Three Discussion and Conclusion (Unit 10)DIRECTIONS FOR STUDENTS:Based on the data you have presented in Part Two, you are now required to select some significant facts and interpret these findings in a broader context. Instead of simply restating your results, you should draw inferences about their implications for business in general. This important part will later on be presented in your BA degree paper under the heading like “Discussion”.Write your text under the following blank space according to the above areas. (Suggested length: no fewer than 500 words.)Results DiscussionOur team evaluated our performance against the objectives and hypothesis we have set in the project. With the efforts, we could say we run the project successfully. The goal of our project is to run our new “product” on the new Australia route between ShenZhen port and Australia. In the promotion period, we obtained good performance than we expected. The target is to increase our cargo volume to100 tons per month to develop 10 new customers through the new product and the promotion price per month. The truth is we reached 150 tons in the first month and got 15 new customers. We developed our new business and gain satisfaction from our customers in the service we provided. With success of our project, I feel more confident to make more plans on business development and innovation in future. The above analysis and results identify that we had fulfilled our project. However, we are aware of some pending issues we need to be solved or improved, which I listed below. 1)Discount Ratea)After promotion period, customers satisfied with our service, but they might require a preferential price for high cargo volume. In such a case, we need to work out the discount rate based on the cargo volume. 2)New Requirementsa)It is required for a number of export demand strict wood furniture, apply to customs, inspection and quarantine, improve efficiency, shorten the time to declare, speed up the process.3)Detailed Operation Pending Issuesa)We picked up shipment from shipper by pallet cargo, which means maybe 10 boxes in one pallet. We moved the pallet cargo from ShenZhen port to Australia. When we delivered the shipment, consignee only accepted cargo by box. The problem is we could not check box one by one when we pick it up, but consignee will do that as they receive. It involves who will take the responsibility for the damaged box in the pallet. 4)Unexpected delay in the transportation.a)Due to the bad weather or traffic accident, it may not be easy to control the delivery time sometimes. However we could not wait the problem is solved by themselves. The solution is to ask driver or shipment company reporting any delay to Customer Service timely. Customer Service will inform customer immediately after getting information and update to customer if any improvements. From the above results discussion, we know what we got and what we need to improve in our future job. The most importance is that it brought valuable experience on how to conduct a new product.ConclusionAs the project manager, I planed, implemented and successfully finished it from the beginning to the end. The project will open up new customers and impel potential clients for more business. Before the project, we took focus group, email communication, telephone conversation, questionnaire and SWOT analysis in order to clearly understand our customers consideration and meet their demands. Meanwhile, we tried to contact more logistics company to acquire more current information on Australia route between ShenZhen port and Australia in our filed so that we could draw out the reasonable and competitive terms. According to above information, I set up our strategy to run in this route. Each project will have its own characteristics, which will be reflected in the way the logistics company organizes its approaches and activities. The importance to planning of above type of analysis is the recognition of those specific critical activities that our team must carry out effectively. Orientate our planning towards those activities and make sure that we take them into account when drawing up our action plan. Apparently, we worked out our concrete objective is to increase our cargo volume for another 100 tons per month on this routing and there will be another 10 new customers who will start cooperating with us.During the implementation of the project, we monitored its development by flow-chart with time-scale, internal meeting, internal files, customer files, group discussing and weekly report. I fully delegate responsibility and authority, thereby empowering the project team. My role is to facilitate and support the development and implementation of corrective actions if actual progress falls behind planned progress. The project is related to three main stations and all departments. So, spirit of teamwork appears to be the most crucial point to the successful project. Our team members are highly committed and eager to achieve the project objective. All staffs feel a sense of unity and pride in these accomplishments. Communication among us is open, frank and timely. There is a great degree of interdependency that members frequently collaborated and willingly helped each other with work beyond their own assigned tasks. At the time of the project is finished, we had internal meeting, face to face discussion with clients and questionnaire survey to evaluate the project. This project has been extremely successful in regards to meet our goals, which were laid out before the commencement of this project. Customers are satisfied with our quotation, cycle time, service, etc. By checking our internal business files, we have 15 new customers increase. Our cargo volume is also increased for 150 tons per month. Both the clients and our staffs enjoyed working on the project. On the contrary side, we also found our disadvantages that need to be improve in future. We finished this project successfully and reached our goal, it will be certain that we will benefit from it for our profit, customer quantity and new business which will also create other new logistics products. At the same time, it is invisible to improve our reputation, but that is what we need and the most valuable aspect on our company long-term development. FOR TUTORS:You are required to provide between-text comments on the students writing by using the “Edit” function or a contrasting font color to highlight your comments or suggestions. Please tick in the proper cell and write your overall comments in the box of “Tutors Comments” below. 评价指标Assessment Criteria评估(Acceptable/Revise)请打勾进行评估（）合格需修改从与项目假设最相关的事实/变化入手，对显著现象进行讨论。Significant facts have been selected for discussion, starting with those most relevant to the hypothesis.数据分析与讨论充分得当。The data is properly analyzed and discussed.明确阐述了数据与项目目标和假设的关系。The meaning of the data in relation to the original objective a