| ACKNOWLEDGEMENTS | 第4-5页 |
| ABSTRACT | 第5-6页 |
| 摘要 | 第7-9页 |
| LIST OF ABBREVIATIONS | 第9-16页 |
| 1 Introduction | 第16-21页 |
| 1.1 Background of Study | 第16-17页 |
| 1.2 Purpose and Significance of Study | 第17-18页 |
| 1.2.1 Purpose of Study | 第17页 |
| 1.2.2 Significance of Study | 第17-18页 |
| 1.3 Study Methods | 第18-19页 |
| 1.4 Contents and Framework | 第19-21页 |
| 2 Literature Review | 第21-31页 |
| 2.1 Main Concept on Logistic Customer Service | 第21-26页 |
| 2.1.1 OTIF Deliveries | 第23-24页 |
| 2.1.2 Customer Satisfaction and Customer Loyalty | 第24-26页 |
| 2.2 The Relative Theories on Logistic Customer Service | 第26-29页 |
| 2.3 Domestic and Oversea Studies on Logistic Customer Service Standard | 第29-31页 |
| 3 Case Description | 第31-39页 |
| 3.1 Company Profile | 第31-32页 |
| 3.2 Status Quo on Logistic Customer Service in W company | 第32-37页 |
| 3.2.1 Management Structure | 第32-33页 |
| 3.2.2 Elements on Logistic Customer Service in W company | 第33-36页 |
| 3.2.3 Customer Satisfaction and Customer Loyalty Management | 第36-37页 |
| 3.3 Summary | 第37-39页 |
| 4 Case Analysis | 第39-52页 |
| 4.1 Existing Problems of Logistic Customer Service | 第39-47页 |
| 4.1.1 Analysis of Problems Existed in W Company Through Customer Complaints | 第39-40页 |
| 4.1.2 Analysis of Problems Existed in W Company Through Customer Satisfaction | 第40-45页 |
| 4.1.3 Analysis of Problems Revealed in Internal Quantized Data Report | 第45-47页 |
| 4.2 Root Cause of the Problems | 第47-52页 |
| 4.2.1 Lower Production Efficiency | 第47-48页 |
| 4.2.2 Out-dated Planning Mode in Supply China Management | 第48-49页 |
| 4.2.3 Lower Logistic Commitment | 第49-50页 |
| 4.2.4 Ineffective KPI and Performance Assessment System | 第50-52页 |
| 5 Solutions & Actions for W Company | 第52-72页 |
| 5.1 Reinforcement of Customer Management | 第52-58页 |
| 5.1.1 Reinforcement of Order Management | 第52-55页 |
| 5.1.2 Service Skill Improvement | 第55页 |
| 5.1.3 Customer Classification Management | 第55-58页 |
| 5.1.4 Follow Up Customer Satisfaction Survey | 第58页 |
| 5.2 Shortening of Manufacturing L/T | 第58-67页 |
| 5.2.1 Improve Production Efficiency | 第58-61页 |
| 5.2.2 Change Planning Mode | 第61-62页 |
| 5.2.3 Improve Sales Forecast Accuracy | 第62-65页 |
| 5.2.4 Monitor OTIF and Follow Up | 第65-67页 |
| 5.3 Enhancement of Logistic Performance | 第67-72页 |
| 5.3.1 Logistic Management | 第67-69页 |
| 5.3.2 Logistic Performance Monitor | 第69-72页 |
| 6 Conclusion and Prospects | 第72-76页 |
| 6.1 Verification of Actions | 第72-74页 |
| 6.2 Limitation & Prospects | 第74-75页 |
| 6.3 Conclusions | 第75-76页 |
| REFERENCES | 第76-78页 |
| APPENDIX | 第78-79页 |
