基于顾客价值的物流企业能力要素分析及评价

企业的价值来源于顾客价值.以物流企业为研究对象,从识别和满足顾客需求的角度,构建了物流企业的能力要素体系,并认为企业的能力由运营能力、变革能力和学习能力三个层面构成,其中运营能力和变革能力决定了企业满足顾客需求的能力,学习能力决定了企业是否能够准确识别顾客关键需求.结合物流企业的特征,将每一层面细分为若干子能力要素,运用多级综合模糊评判法对物流企业能力进行定量评价,以期为物流企业培育核心能力提供决策依据.

Analysis and Evaluation of Capability Elements of Logistics Enterprise Based on Customer Value Creation

Value of a firm comes from value of its customers.Focusing on logistics enterprises,a three-hierarchy framework is presented from a view of discerning and satisfying customer demands.It is considered that a firm's business capabilities may be made up of three types,i.e.,operation capability,reformation capability and learning capability.Operation and reformation capabilities reflect the level of satisfying customer demands,while learning capability decides if a firm is able to discern exactly the key demands of customers.Each of capabilities is then further divided into more detailed elements based on characteristics of logistics enterprises for a quantitative analysis of enterprise business capabilities.The multilevel fuzzy synthetic evaluation approach is used to appraise enterprise capabilities.Knowledges on capability elements and quantitative evaluation will be helpful for logistics enterprises to cultivate their core capabilities.