青岛大学学士学位论文
摘 要
随着电子商务的迅猛发展，物流环节越来越成为制约电子商务发展的主要瓶颈，物流配送能力也逐渐成为B2C企业的核心竞争力，物流领域也成为了B2C企业混战中的主要战场。物流服务的水平关系着消费者的购物体验，关系着用户对B2C企业品牌的认可，关系着B2C企业的整体运营效率和成本。在这种前提下，如何提升物流水平就成了B2C电子商务企业关注的焦点。
本论文就B2C电子商务企业物流业务流程的优化问题展开研究，首先介绍了电子商务的概念、产生背景及条件，然后分析了中国B2C电子商务企业物流的发展现状和面临的主要问题，在此基础上通过基本的流程分析方法，重点阐述了我国B2C企业物流的业务模式和流程，最后针对B2C企业物流的三个关键业务流程提出了相应的优化策略及注意要点。本论文提出B2C企业应该通过对物流业务流程的持续优化，缩短物流环节的距离并实现环节间的无缝衔接，进一步提高B2C企业的工作效率和客户服务水平，减少不必要的运营成本，进而增强B2C企业的核心竞争力，为企业的战略实施奠定基础。
关键词：B2C电子商务；物流流程；优化
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青岛大学学士学位论文
Abstract
With the rapid development of e-commerce, logistics has increasingly become a restricted part of a major bottleneck in development of electronic commerce. The capacity of distribution has gradually become the core competitiveness of B2C enterprises. The logistics also has become the main battleground in the war. The level of Logistics service is closely related to the consumer shopping experience, the recognition of user to the B2C enterprise brand .It is related to the overall operation efficiency of enterprise and cost .In this context, how to improve the level of logistics has become the focus of B2C businesses.
This paper studies the optimization problem of B2C e-commerce logistics process. Firstly，the paper introduces the concepts of e-commerce and the background, and then described the status, B2C logistics industry, the problems and development trends. Through the basic process analysis method，we focuses on the B2C business model and logistics processes. Finally, according to the three key business process of B2C enterprise logistics, we puts forward corresponding optimization strategy and attention points. By continuous optimization, we shorten the logistics link distance and improve the work efficiency and customer service levels, and reduce unnecessary operation cost. By doing this, we enhanced the market competition ability and laid a foundation for enterprise's strategy implementation.
Keywords: B2C E-commerce；logistics operations；optimization
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青岛大学学士学位论文
目 录
摘 要 ............................................................................................................................. I Abstract ........................................................................................................................ II 目 录 .......................................................................................................................... III 前 言 ............................................................................................................................. 2 第1章B2C电子商务概述 .......................................................................................... 3 1.1电子商务概述········································································································· 3 1.1.1电子商务的概念........................................................................................... 3 1.1.2电子商务的产生和发展............................................................................... 4 1.1.3电子商务的发展阶段................................................................................... 5 1.2 B2C电子商务概述 ································································································ 6 1.2.1 B2C电子商务的定义和类型 ...................................................................... 6 1.2.2我国B2C电子商务的规模及发展趋势 ..................................................... 7 第2章 我国B2C企业物流发展现状、问题及动向 .............................................. 10 2.1我国B2C企业物流发展现状 ············································································· 10 2.2我国B2C企业所面临的物流问题 ····································································· 11 2.3近期B2C领军企业物流发展动向 ····································································· 14 第3章B2C企业物流业务流程分析 ........................................................................ 16 3.1 B2C企业物流模式分析 ······················································································ 16 3.1.1自建物流模式............................................................................................. 16 3.1.2共同物流配送模式..................................................................................... 16 3.1.3网站与传统商业结合的连锁经营模式..................................................... 18 3.1.4 EMS、普通快递模式 ................................................................................ 18 3.1.5京东商城物流模式的选择......................................................................... 19 3.2 B2C企业物流业务流程分析 ·············································································· 20 第4章B2C企业物流业务流程优化策略 ................................................................ 23 4.1 B2C企业进行物流业务流程优化的必要性 ······················································ 23 4.2 B2C物流业务流程优化 ······················································································ 24
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青岛大学学士学位论文
4.2.1订单处理的优化......................................................................................... 24 4.2.2出库配送的优化......................................................................................... 26 4.2.3售后服务（退换货）的优化..................................................................... 28 4.3案例——当当网的持续优化之路······································································· 30 结论 ............................................................................................................................. 33 致 谢 ........................................................................................................................... 34 参考文献 ..................................................................................................................... 35
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青岛大学学士学位论文
前 言
B2C电子商务是以Internet为主要服务手段实现公众消费和提供服务，并辅之以电子化的付款方式。早在十多年前，电子商务刚刚起步时，专家们就指出制约电子商务的发展有三大瓶颈：网络安全、网上支付和物流配送，对于前两项，现在的科学技术、管理和实践都已证实，这些问题都构不成瓶颈，而物流配送的瓶颈问题却没有明显的改观。现代物流在中国飞速发展，理论研究日新月异，但相应的市场化、实践化却未能跟上理论研究的步伐。纵观现在，由于“爆仓”而导致多家快递公司开始进行第二轮的涨价；一些打着能做全国或者区域代收货款旗号的物流公司，甚至个别老牌的代收货款物流公司已经濒临倒闭，挪用B2C企业货款的现象严重；多家B2C电子商务企业由于配送问题而导致用户投诉量锐增。时至今日，对于B2C电子商务企业来说，物流水平的桎梏已成为B2C电子商务企业发展的最大障碍。
本论文在上述背景下，立足于电子商务领域，在分析了B2C企业物流现状和问题的基础上，通过对物流环节关键流程（订单处理、出库分配、售后服务）的分析研究，致力于缓解困扰电子商务发展的物流配送瓶颈问题，旨在通过思想的创新、业务流程的改进来提高B2C企业的物流效率。在结合前人研究成果的基础之上，重点关注了近期B2C行业领军企业的现状和动态，力求使本论文能与实际情况相吻合，能与最新电子商务市场相贴近，从而使本论文有更好的实用价值。
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优秀物流管理毕业论文
