深圳永业国际货运代理公司物流客户调查表

1、Assignmentspecification(BAProgram)英语专业必修课程作业要求（4升本格嚣）Course:PracticalBusinessProjectDesignAssignment:02(Units6-10)Assignmenttitle:DataCollection/AppendicesfProjectImplementation9Discussion,Conclusion.Introduction.Abstracts,andthefirstdraftofthewholepaper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

2、完成作业。姓名：吕凌志_学籍号：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深圳永业国际货运代理有限公司物流客户调查表!定公司名称：,司地址：.I查项目：综合评估评估

8、项目选择代码54321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您如何评价我们以前的服务很好好一般差很差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您认为价格与服务哪个更重要服务价格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您是否愿意付保费来保证您货物足够的安全是不，子邮件地址：评估地点：评估日期：职务：电话：传真：1公司的意见与建议:.业员工姓名：FormII:AppendixXI:Questionnaireafterimplementingproject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:公司地址：调查项目：评估人：电

9、子邮件地址:综合评估评估地点:评估日期：职务：电话：传真：评估项目54得分标准321H1.时间100%99%98%97%97%O2.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.应对客户的询问和要求迅速作出反很好好一般差很差8.信息是否顺畅很好好一般差很差口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：FORTUTORS:Youarerequiredtoprovidebetween-textcommentson

10、thestudentfswritingbyusingthe"Edit"functionoracontrastingfontcoiortohighlightyourcommentsorsuggestions.Pleasetickinthepropercellandwriteyouroverallconnnentsintheboxof“Tutor'sComments"below.评价指标AssessmentCriteria评估(Acceptable/Revise)请打勾进行评估(V)合格需修改用了不同的工具来采集数据。Avarietyoftoolsareuse

11、dtocollectdata.通过这些表格/工具等可获取充分的数据。Sufficientresultscanbeobtainedbyusingtheseforms.表格中的题项或问题设计严谨，有助于检验项目假设。Theitemsorquestionsintheformsarewell-designedtohelpverifythecredibilityoftheprojecthypothesis.语言正确、准确，无歧义。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.评价指标AssessmentCriteria评估(Acceptable/Revise)请

26、打勾进行评估(V)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。Abriefsummaryoftheactualimplementationisgiven,includinganydeviationsfromtheoriginaldesign.明确描述数据收集的方法、时间、对象以及数量。Conditionsforcollectingthedataarespecified,includingdates,times,researchsubjectsandquantity.用图表或表格呈现数据，每个图表或表格有编号和标题。Tablesorchartsareusedtocompile

27、thedataandshowtrends.Tablesandchartshavepropertitlesandnumberssothatvariablesareclear.数据描述清楚、呈现方式恰当。Thedataisclearlyandproperlypresented.语言正确、准确，无歧义。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.评价指标AssessmentCriteria评估(Acceptable/Revise)请打勾进行评估(V)合格需修改从与项目假设最相关的事实/变化入手，对显着现象进行讨论。Significantfactshavebeenselectedfordiscussion,startingwiththosemostrelevanttothehypothesis.数据分析与讨论充分得当。Thed

47、ataisproperlyanalyzedanddiscussed.明确阐述了数据与项目目标和假设的关系。Themeaningofthedatainrelationtotheoriginalobjectiveandhypothesisismadeclear.阐述了结论，比如项目结果是否证明假设成立。Finalconclusions,suchaswhetherthefindingssupportthehypothesis,arestated.说明了项目调研结果以及项目意义。Thesignificanceoftheresultsandtheprojecthasbeenexplained.包含了对项

48、目局限性的说明和/或未来更深入的调研计划。Anylimitationsanddirectionsforfutureresearchhavebeendiscussed.结论不少于300字。Theconclusioncontainsnofewerthan300words.语言正确、准确，无歧义。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)深圳永业国际货运代理有限公司是经商务部、中国海关、检验检疫局和中国国际航运管理局在1996年批准成立的一级国际货运代理企业。随着几年前国际货代市场竞争的口益激烈，公司于2005年开始与原有的少量大客户发展东南亚航线业务，使公司的业务有了新的增长点。近两年，规模大小不同的新物流公司如雨后春笋

51、，同时这个市场也开始变的不够规范，从而给公司带来了新的挑战。尤其在过去的一年里，我公司的主业务出口家具的业绩大幅下降。造成此现象的原因一方面是公司原有客户的业务量下降和流失，另一方面是没有新业务的增长。我作为公司的物流总监，如何应对并解决这个问题成为了当务之急的挑战。本论文通过设计一个在深圳港到澳大利亚的新航线，并在一个月内向客户提供价格上的优惠，从而进一步整体上带动现有客户的业务量。同时，这个项目在行业内也产生了一定的影响，使得一部分潜在的间接客户得到增加。公司的业务量得以增长，市场占有率和知名度得以提高。在经过对物流行业澳大利亚航线的运输情况的了解，通过对客户的问卷、电话、电子邮件和面对面

52、的调查，以及SWOT分析法和公司内部员工的集思广益来确定该项目运作的具体定位、方案和所达到的预期效果。在项目结束后，通过公司内部的相关业务和财务报表，以及客户的不同方式的调查反馈，证实了该项目使公司的相关业务量得到提高，并增加了一批新的客户。成功的实施深圳港到澳大利亚新航线的项目使我们清醒的认识到在当今竞争口趋激烈的物流市场，只有通过不断开发出自己亮点的产品，才能全面带动整体的业务，提高公司在行业内的知名度。同时也能够为物流业务长期良性的发展奠定了基础。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