1、,什么是EMS,EMS（即“Express Mail Service”），邮政特快专递服务。它是由万国邮联管理下的国际邮件快递服务，是中国邮政提供的一种快递服务。主要是采取空运方式，加快递送速度，根据地区远近，一般18天到达。 该业务在海关、航空等部门均享有优先处理权、它以高速度、高质量为用户传递国际、国内紧急信函、文件资料、金融票据、商品货样等各类文件资料和物品。 EMS还有其他多种含义，包括电磁力悬浮法、环境管理体系、发动机管理系统等等。,http:/www.ppthi-,Development history and present situation of EMS,l李宗阳,发展历史,
2、1980年7月15日，开办国际邮政特快专递业务，开创了我国快递业。 1984年4月，开办国内特快专递业务。 1985年12月3日，中国速递服务公司成立，成为我国第一家专业快递企业。 1987年5月，开启与国际非邮政快递公司合作，诞生“中速快件”业务。 1994年1月18日，在全国首家实现邮件网上跟踪查询，从此迈入信息化时代。 1995年11月26日，中国邮政航空公司成立，是国内第一家全货运航空公司。 1999年，发起设立万国邮联EMS（全球特快专递）合作机构，并担任理事至今。 2000年，开办直递业务，进入物流领域。 2001年8月1日，开办国内快递包裹业务，提供陆运快递服务。 2003年1月
3、18日，成立中邮物流有限责任公司，成为国内最早从事合同物流的企业之一。 2003年，开通物流集散网，开办中邮快货业务和冷链物流业务。 2006年5月26日，规模排名亚洲最大、世界第三的南京邮政速递物流航空集散中心正式落户南京。 2007年1月10日和8月28日，正式开办国内电子商务速递业务和经济快递业务。 2008年12月19日，全国速递、物流完成整合，成立中国邮政速递物流公司 2010年6月10日，中国邮政速递物流公司完成股份制改造，成立“中国邮政速递物流股份有限公司”。 2010年12月31日，中国邮政速递物流收入突破200亿元大关。,http:/www.ppthi-,现状,With ra
4、pid economic development, Chinas express industry has made great progress in these years. EMS-a atate-owned enterprise has remained a dominant position in the past year, however, with Chinas accession to the WTO, DHL and UPS developed rapidiy in China which occupied big market share in Chinese wxpre
5、ss market, private express company was develped at the mean time。 随着中国经济的快速发展，中国快递业发展迅猛。EMS作为国有企业，一有直维持着霸主地位。但自从中国加入WTO、DHL、UPS等跨国快递巨头迅速抢占中国快递市场，民营快递也风起云涌，发展迅速，占据了一定的市场份额。,http:/www.ppthi-,现状,China EMS since its inception, after the process, development, expand, once inChina express market to occupy
6、 a unquestionable supremacy. At the beginning of the 80s, China postal departments share in the express delivery market is almost 100%, until 1987 remained at more than 95%. From the courier business growth rate, 1990. Years, international express business volume of postal Chinese average annual gro
7、wth rate of 35%. 中国EMS自成立以来，历经孕育、发展、壮大的过程，曾经在中国的速递市场上占据着毋庸置疑的霸主地位。80年代初，中国邮政部门在速递市场中的占有率几乎为100，直到1987年以前仍保持在95以上。从速递业务的增长速度来看，1990年1994年间，中国邮政的国际速递业务量年均增长35。,http:/www.ppthi-,现状,However, with the continuous development of China economy, deepening of opening to the outside world, since the express in
8、dustry market gradually opening up, the domestic and international business of the increasingly fierce competition in the market. International Multi-National Corporation began to enter the market Chinese express. 90 years, four courier company the worlds largest DHL, TNT, UPS, FEDEX in China set up
9、 a branch, fierce competition and China post EMS. 但是，随着中国经济的不断发展，对外开放的日益深化，速递业市场逐步开放以来，围绕国内和国际业务展开的市场竞争日趋激烈。国际跨国公司开始向中国速递市场进军。90年代，全球最大的四家速递公司DHL、TNT、UPS、FEDEX都在我国设立了分公司，与中国邮政EMS展开激烈的竞争。,http:/www.ppthi-,现状,In the international market, the competitiveness of EMS relative to othercountries well-known
10、 courier company is placed, the service quality, delivery time, customer service can not meet the requirements of customers well,customer complaints occur. 在国际市场上，EMS的竞争力相对其他国家知名速递公司来讲是处于下风的，其服务质量、送达时间、客户服务方面并不能很好地满足广大用户的要求，客户投诉时有发生。,http:/www.ppthi-,图表,35%,100%,http:/www.ppthi-,EMSs advantage and d
11、isadvantage,1、服务网点优劣势分析：邮政EMS隶属邮政，所以说邮政同样承担着履行普通服务的责任，因此邮政EMS如同邮政储蓄银行一样，基本上各乡镇都有服务点，这也是邮政EMS赢得市场的前提，目前的其他快递企业与邮政EMS相比相对服务网点少点。service outlets analysis: the advantages and disadvantages in the postal service EMS belongs, postal postal EMS so as to fulfill the responsibility of the general service, so
12、 the postal service EMS like postal savings bank, basically all the villages and towns have service point, this also is the premise of postal service EMS win the market, the other Courier companies compared with EMS postal service outlets relatively less. 2、专业优劣势分析：邮政EMS依靠着邮政的硬件基础发展起来的，在第三方物流的速运企业中，
13、设备设施，制度操作流程等更具有专业性。但是其他非国有快递企业目前发展迅速，差距也不断缩小。Professional analysis: the advantages and disadvantages in the postal service EMS depends on the hardware development of postal service, in the speed of the third party logistics enterprise,the equipment and facilities, is more professional system operati
14、on process, etc. But other non-state express enterprise is developing rapidly at present, the gap is narrowing . 3、价格优劣势分析：由于邮政EMS一定程度上承担着公民普通服务的责任，因此在某些并存在多少利润地区仍然需要提供服务，这样增加了邮政EMS的成本，使其未能利润最大化，也一定程度早就了邮政EMS的高价。但是价格方面是目前其他快递企业最大的优势。Price analysis: the advantages and disadvantages by postal EMS part
15、ly responsible for the citizens normal service, therefore in some areas exist and how much profit will still need to provide services, so that increase the cost of the postal service EMS, make its failure to profit maximization, also certain degree have the postal service EMS. But the price is the b
16、iggest advantage of the other Courier company. 4 、政策优劣势分析：国家已把信息化产业作为我国重点发展的支柱产业加以培养，邮政业作为信息化产业的一个部分，也得到了,国家信息产业部的大力支持和扶植，而且物流业是中国十大支持产业，作为中国物流市场的龙头企业邮政，必然首先得到国家的支持，所以在这方面非国有快递企业比不上邮政EMS。Policy analysis: the advantages and disadvantages in the country has the information technology industry as the p
17、illar industry of our country key development training, the postal service as a part of the information technology industry, also have strong support from the state ministry of information industry and supporting, and the logistics industry is supported by Chinas top ten industries, as Chinas leadin
18、g enterprises, postal logistics market, must first get the support of the country, so in this respect, the non-state than postal EMS express enterprises . 总结（conclusion）： scope of service extensive professional The price is high national policy support,EMS line of business,l陈浩,1 Domestic express del
19、ivery,Domestic EMS Guarantee Service Domestic EMS Guarantee Service is a fast and reliable premium express service operated by China Postal Express & Logistics for EMS shipments mailed from and to specified cities. The customer can inquire the end-to-end time limit for shipments and demand a refund
20、for shipments delivered in excess of the promised time for postal reasons.,http:/www.ppthi-,Advantages of the Guarantee Service,1.Multiple trakcing options: CPEL website (), nationwide unified hotline 11183. 2.Real-time track & trace service 3.Guaranteed delivery time: Guarantee service uses the uni
21、que postcode resources and calculates the guaranteed delivery time from postcode to postcode. 4.Compensation for delay: In the event that the actual delivery time is in excess of the guaranteed delivery time due to service failure, the postage paid shall be returned to customers.,http:/www.ppthi-,In
22、structions,1.The customer should fill in the correct origin and destination address and zip code on the EMS waybill; 2.In case of delayed delivery for guaranteed shipments, the sender can request a refund within valid enquiry period. If the sender raises no claim within the stipulated time, the post
23、al service shall not refund the customer. Notes The calculation of promised time limit is based on the collecting date, origin zip code and the destination zip code (except Hong Kong); the customer thus should provide accurate destination zip code (except Hong Kong) and recipient address for guarant
24、eed shipments; the postal service shall not provide guarantee service to shipments without destination zip code (except Hong Kong). We shall bear no responsibility for shipment delay caused by force majeure and other non-postal reasons (see Exclusion Clause for Domestic EMS Gurantee Service).,http:/
25、www.ppthi-,2 International EMS Guarantee Service,China Postal Express & Logistics provides International EMS Guarantee Service for EMS shipments to specified countries and regions. The customer can inquire the end-to-end time limit for shipments and demand a refund for shipments delivered in excess
26、of the promised time for postal reasons. International EMS Guarantee Service is available for shipment to Australia, Hong Kong, Japan, Korea, USA, UK, Spain, France, Singapore.Extensive coverage: The network terminals of the posts worldwide reach out to the households of hundreds of thousands of cus
27、tomers. Australia Post, China Postal Express & Logistics, Hong Kong Post, Japan Post, Korea Post, USPS, Royal Mail, Correos, La Poste, Singapore Post possess over 300 million delivery points, and 140,000 postal outlets. The postal network could provide secure, accurate, and fast delivery services wi
28、th the widest coverage.,http:/www.ppthi-,http:/www.ppthi-,1.Real-time track & trace service: Customers could track EMS items in real time through our tracke & trace service. We could provide shipment tracing information in real time to contract customers on our own initiative. 2.Guaranteed delivery
29、time: EMS Guarantee service uses the unique postcode resources and calculates the guaranteed delivery time from postcode to postcode. Guaranteed delivery time is the maximum time span needed for the delivery of the EMS items, thus the actual time can be shorter. 3.Compensation for delay: In the even
30、t that the actual delivery time is in excess of the guaranteed delivery time due to service failure, the postage paid shall be returned to customers.,http:/www.ppthi-,Advantages of the Guarantee Service,3 Next Morning Delivery,Next Morning Delivery: Next Morning Delivery is a premium product provide
31、d by China Postal Express & Logistics by reallocating resources and making full use of “Overnight Flight” network. It consists of “Regional Next Morning Delivery” and “Trans-regional Next Morning Delivery”. 1.Yangtze River Delta 2.Bohai-Rim 3.Pearl Delta 4.Northeastern China 5.Southwestern China Shi
32、pment Dimension： Letter and parcel shipments less than 30 KG in Pearl Delta, and less than 5 KG in other areas. Please contact customer service hotline 11183 for more informaiton about service coverage and delivery areas,http:/www.ppthi-,Price Standard,Price Standard for Next Morning Delivery in Yan
33、gtze River Delta, Bohai-Rim, Northeastern and Southwestern areas: RMB 20 for the first 500 grams, and RMB 6 for additional 500 grams; special service charge of RMB 5 for each shipment. Price Standard for Next Morning Delivery in Pearl Delta: RMB 16 for the first 500 grams, and RMB 2 for additional 5
34、00 gramsRMB 50 for the first 500 grams, RMB 15 for additional 500 grmas for shipments mailed among Bohai-Rim and Pearl Delta, RMB 10 for other areas. Service price may be raised according to local market conditions and cut-off time. Please contact customer service hotline 11183 for more informaiton
35、about service coverage and delivery areas,http:/www.ppthi-,EMS主要客户,What is the customer,Customer is the procurement of business services or products, they may be the ultimate consumers, agent or broker within the supply chain. In marketing theory, suppliers must do business in advance, need to under
36、stand customer and market supply and demand, otherwise “hard sell“ ads, afterwards just a waste of resources, and environmental protection. In modern society, “the customer is god“ is the slogan of the corporate world. In customer service, theres a saying, “the customer is always right“. But the par
37、ties have different illation, such as customer specific definition of the word. A customer comes from habit. A customer is often to visit a store, he often in here to buy, and the shop to maintain good relation. .,Now, lets look at the EMS customer management and what are major customer.,From above,
38、 we choose the population sex ratio is more balanced, but people are mainly composed of undergraduate students, college students is a major consumer of express delivery industry, these also can reflect consumers the right to express industry as a whole and EMS express some views of the company. And
39、according to these views put forward some reasonable Suggestions.,See from picure, EMS in the share of the express industry is not the biggest, in recent years due to the popularity of online shopping is also promoted the development of express delivery industry, and private Courier industry compare
40、d with EMS, the settling time is shorter, more advanced management concept, prompted the rapid development of private express delivery. Looked from the SWOT analysis of EMS, the advantages and disadvantages, thereby improving deficiency, so that the customers are satisfied with the EMS express servi
41、ce more, eventually to improve EMS market share and profit.,1, from the aspects of macroscopic analysis, starting from the express delivery industry, study the EMS in the Courier industry SWOT analysis, understand the importance of improving customer satisfaction. 2, analysis from the micro aspect,
42、from the Courier price, delivery timely, EMS express compensation, employees and EMS query ways to study, and explains its influence customer satisfaction.,SWOT analysis,In order to better promote the development of enterprise, keep and win more customers, to dig more potential customers, EMS has ca
43、rried on the SWOT analysis method for enterprises to carry out a comprehensive reform and adjustment, through the SWOT analysis shows that the development of the EMS express delivery by various influence. So if you want to gain more market share, improve customer satisfaction, we must strengthen the
44、 self building, improve the quality of service, optimize delivery procedures, reduce the intermediate costs, reduce delivery time.,Finally. we put forward the following Suggestions for EMS customer management: 1, started the brand, improve enterprises popularity; 2, to reduce the price, creating value for customers; 3, speed is the most effective tools for express delivery enterprises fight for market; 4, improve staff quality, improve service quality. 5, strengthen software. The hardware construction, reduce the loss of the goods.,Thank you for watching 谢谢观赏,制作组：第二组,
