服务水平的重要意义毋容置疑。如何在运输、加工过程以及库存这三者之间达到最优化的平衡是物流供应链管理当中的一个典型难题。而这个最优化平衡点又是我们实现提高客户服务水平与能力的关键所在。在实际操作中，显著的物流成本与更高的服务水平总是互相矛盾的两个因素。
客户对物流服务的期望值不断攀升。顾客们希望商家能够在更短的时间给他们提供产品与服务。此外，优化后的信息系统以及生产程序将市场推向大众定制型方向发展。而另一方面，现在的物流成本愈加显著。根据国际货币基金组织的报告，物流费用平均占世界GDP的12%。在过去的十年中，物流成本占据销售额的7%到9%之间。与此同时，个体企业的物流费用也呈上升的趋势。
本文分析了客户服务水平以及成本的战略平衡，讨论了如何降低物流成本并且实现更高的服务水平。在供应链的各个环节中（包括运输和库存等）我们需要改进操作以追求更优质的服务。供应商们逐渐地提供更多能满足不同客户需求的产品，这样一来客户就可以挑选自己喜欢的产品而不必被迫接受同一产品。客户希望他们的要求能够得到快速的处理，诉求更短的货物交付时间以及更大的产品价值，而互联网，实时操作程序和不断补充与更新的库存则有助于满足客户的这些要求。只有降低物流成本，为客户和投资者传递更大的价值，才能获得更大的利润。抄原文请+QQ752018766 辣'文,论'文"网
关键词：客户服务水平，成本，平衡，供应链管理，物流
ContentsAbstract in EnglishI毕业论文http://www.751com.cn/
Abstract in ChineseII
1. Introduction1
1.1 Customer Service1
1.2 Customer Service Level Analysis2
1.2.1 Customer Service Elements2
1.2.2 Customer Service Quality3
1.3 Cost..4
1.4 Cost Analysis5
1.4.1 Cost Estimates.5
1.4.2 Logistics Costs ..6
2. Trade-offs between Service Level and Cost8
2.1 Cost Benefit Analysis8
2.2 Cost Curve..9
2.3 Trade-off Analysis: Service-level V.S. Cost..10
2.4 Taguchi Loss Function .10
2.4.1 Definition of Taguchi Loss Function.11
2.4.2 Interpreting the Concept..11
2.4.3 Formula13
2.4.4 Target-stable and Capable.15
3. Transportation and the Trade-off.17
3.1 Transportation Analysis17
3.2 Transportation Cost Characteristics.18
3.3 Basic Transportation Cost Trade-offs..19
3.4 Freight Management and Operations..19
3.4.1 Reorganization.19
3.4.2 Changes in Logistics Network Infrastructure.20
3.4.3 Applications21
4. Inventory and the Trade-off23
4.1 Reasons for Inventories..23
4.2 Reasons Against Inventories25
4.3 Cost Relevent to Inventory Management 25
4.4 The Inventory Trade-off Analysis.27
4.4.1 Days of Supply27
4.4.2 Classification and Prioritization28
4.4.3 Service Level Measurement..28
4.4.4 Inventory Decisions30
5. Conclusion31
Bibliography32
Acknowledgement34
List of Figures
Figure 1..13
Figure 215
Figure 321
Figure 422
Figure 523
Figure 626
1. Introduction
From a corporate-wide perspective, customer service has been viewed as the first priority of any business entity, and is an essential ingredient in marketing strategy. One main task of supply chain management is improving customer service level. At the same time, in the logistics process, cost is the key factor for suppliers to strike the right balance of transportation, process and inventory policies. Actually, improving customer service level and reducing cost are the two biggest driving forces in one bussiness operation. However, sometimes cost and customer service level are one pair of opposite ends.
Then, how to achieve both ends has become the dream of many business professionals. An attemp to analyze the qualities of both business purposes would facilitate future endeavors of ambitious business novices.
There are five chapters in this thesis. Chapter one is the introduction of customer service level and cost. Chapter two is the trade-off analysis. Chapter three illustrates the transportation in logistics. Chapter four analyses the inventory policies. And the last chapter is the conclusion.2141