基于供应链的物流服务能力构成要素及评价方法研究

为使供应链企业有效她认识和管理面向客户的物流能力，提出了供应链物流服务能力的构成要素与评价方法。首先，按照服务对象和评价角度的不同，将供应链物流能力分为外部物流能力与内部物流能力，并进行了简要分析，进而明确物流服务能力是面向客户的外部物流能力。然后按照要素性质分类的方法，构建了供应链物流服务能力的要素体系，并以此为基础，深入分析物流服务能力的主要特性。最后，利用客户满意与物流能力的正相关关系，以及模糊集等理论方法，为供应链企业提出了一种面向客户满意的供应链物流服务能力的基础评价方法。

Elements & evaluation method of supply-chain-based logistics service capability

To realize and effectively manage the customer-oriented logistics capability in supply chain enterprises, the constituents of supply chain logistics service capability were proposed with an evaluation method. Firstly, in terms of different service object and evaluation perspective, the logistics capability of supply chain was divided into external capability and internal capability. A brief analysis was given to make sure the logistics service capability was customer-oriented external capability. Then, according to the different characteristics of the constituents, a constituent architecture was established for supply chain logistics service capability. Based on this architecture, major characteristics of logistics service capability were analyzed. Finally, a basic evaluation method on customer-oriented supply chain logistics service capability was proposed by adopting fuzzy set method, as well as using the positive correlations between the logistics service capability and customer satisfaction.