物流管理论文(6)

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

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

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。