圆通速递退货逆向物流管理策略研究.docx

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圆通速递退货逆向物流管理策略研究

摘要

近年来，我国经济飞速增长，物流企业蓬勃发展，供应链竞争日趋激烈。完整的供应链需兼顾“正向”与“逆向”物流。随着网购用户规模扩大，退货率攀升，退换货逆向物流的处理变得尤为重要。它关乎客户满意度、运营效率及竞争力。然而，多数企业或商家对退换货逆向物流的管理缺乏重视，导致服务滞后、运费不明，顾客满意度骤降。因此，加强退换货逆向物流管理刻不容缓。基于此，在以圆通速递为例的前提下，对退换货逆向物流管理现状进行分析，指出其在发展中存在退换货逆向物流信息系统不完善、退货处理流程繁琐、退货信息与反馈不足、与商家和消费者的沟通不畅、退货成成本控制不足的问题，并针对以上问题提出完善退换货逆向物流信息系统、简化退货处理流程、加强退货跟踪和信息反馈、增强与商家和消费者的沟通、增强退货成本控制的解决措施。

关键字：逆向物流退货圆通速递

Return?reverse?logistics,?management?strategy?analysis?--?taking?YTO?Express?as?an?example

Abstract

Inrecentyears,Chinaseconomyisgrowingrapidly,thelogisticsenterprisesaredevelopingvigorously,andthesupplychaincompetitionisbecomingincreasinglyfierce.Acompletesupplychainshouldbalancetheforwardandreverselogistics.Withtheexpansionofonlineshoppingusersandtheincreaseofreturnrate,theprocessingofreverselogisticsofreturnandexchangehasbecomeparticularlyimportant.Itisaboutcustomersatisfaction,operationalefficiencyandcompetitiveness.However,mostenterprisesorbusinesseslackofattentiontothemanagementofreverselogisticsofreturnandexchange,resultinginservicelag,unclearfreight,andasuddendropincustomersatisfaction.Therefore,itisurgenttostrengthenthemanagementofreverselogisticsofreturnandexchange.Basedonthis,onthepremiseofyuantongexpressdelivery,forexample,theanalysisofreverselogisticsmanagement,pointsoutthatitexistsinthedevelopmentofreverselogisticsinformationsystemisimperfect,returnprocessingprocesscumbersome,returninformationandfeedback,communicationwithmerchantsandconsumers,returnintotheproblemofinsufficientcostcontrol,andfortheaboveproblemsputforwardperfectreverselogisticsinformationsystem,simplifythereturnprocessingprocess,strengthenreturntrackingandinformationfeedback,enhancecommunicationwithmerchantsandconsumers,enhancethereturncostcontrolmeasures.

Key?words:?reverse?logisticsreturn