1、,什么是EMS,EMS（即“Express Mail Service”），郵政特快專遞服務。它是由萬國郵聯(lián)管理下的國際郵件快遞服務，是中國郵政提供的一種快遞服務。主要是采取空運方式，加快遞送速度，根據(jù)地區(qū)遠近，一般18天到達。 該業(yè)務在海關(guān)、航空等部門均享有優(yōu)先處理權(quán)、它以高速度、高質(zhì)量為用戶傳遞國際、國內(nèi)緊急信函、文件資料、金融票據(jù)、商品貨樣等各類文件資料和物品。 EMS還有其他多種含義，包括電磁力懸浮法、環(huán)境管理體系、發(fā)動機管理系統(tǒng)等等。,http:/www.ppthi-,Development history and present situation of EMS,l李宗陽,發(fā)展歷史,

2、1980年7月15日，開辦國際郵政特快專遞業(yè)務，開創(chuàng)了我國快遞業(yè)。 1984年4月，開辦國內(nèi)特快專遞業(yè)務。 1985年12月3日，中國速遞服務公司成立，成為我國第一家專業(yè)快遞企業(yè)。 1987年5月，開啟與國際非郵政快遞公司合作，誕生“中速快件”業(yè)務。 1994年1月18日，在全國首家實現(xiàn)郵件網(wǎng)上跟蹤查詢，從此邁入信息化時代。 1995年11月26日，中國郵政航空公司成立，是國內(nèi)第一家全貨運航空公司。 1999年，發(fā)起設(shè)立萬國郵聯(lián)EMS（全球特快專遞）合作機構(gòu)，并擔任理事至今。 2000年，開辦直遞業(yè)務，進入物流領(lǐng)域。 2001年8月1日，開辦國內(nèi)快遞包裹業(yè)務，提供陸運快遞服務。 2003年1月

3、18日，成立中郵物流有限責任公司，成為國內(nèi)最早從事合同物流的企業(yè)之一。 2003年，開通物流集散網(wǎng)，開辦中郵快貨業(yè)務和冷鏈物流業(yè)務。 2006年5月26日，規(guī)模排名亞洲最大、世界第三的南京郵政速遞物流航空集散中心正式落戶南京。 2007年1月10日和8月28日，正式開辦國內(nèi)電子商務速遞業(yè)務和經(jīng)濟快遞業(yè)務。 2008年12月19日，全國速遞、物流完成整合，成立中國郵政速遞物流公司 2010年6月10日，中國郵政速遞物流公司完成股份制改造，成立“中國郵政速遞物流股份有限公司”。 2010年12月31日，中國郵政速遞物流收入突破200億元大關(guān)。,http:/www.ppthi-,現(xiàn)狀,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。 隨著中國經(jīng)濟的快速發(fā)展，中國快遞業(yè)發(fā)展迅猛。EMS作為國有企業(yè)，一有直維持著霸主地位。但自從中國加入WTO、DHL、UPS等跨國快遞巨頭迅速搶占中國快遞市場，民營快遞也風起云涌，發(fā)展迅速，占據(jù)了一定的市場份額。,http:/www.ppthi-,現(xiàn)狀,ChinaEMS since its inception,afterthe process,development,expand,once inChinaexpressmarket to occupy aunques

6、tionablesupremacy.At the beginning of the 80s,Chinapostaldepartmentsshare in theexpress deliverymarketis almost 100%,until 1987remained at more than 95%.From thecourier businessgrowth rate,1990.Years,internationalexpress business volumeof postalChineseaverage annual growth rate of 35%. 中國EMS自成立以來，歷經(jīng)

7、孕育、發(fā)展、壯大的過程，曾經(jīng)在中國的速遞市場上占據(jù)著毋庸置疑的霸主地位。80年代初，中國郵政部門在速遞市場中的占有率幾乎為100，直到1987年以前仍保持在95以上。從速遞業(yè)務的增長速度來看，1990年1994年間，中國郵政的國際速遞業(yè)務量年均增長35。,http:/www.ppthi-,現(xiàn)狀,However,with the continuous development ofChinaeconomy,deepeningof opening to the outside world,since theexpress industrymarket gradually opening up,the

8、domestic and internationalbusiness of theincreasingly fierce competition in the market.International Multi-National Corporationbegan to enter themarketChineseexpress.90 years,fourcourier companythe worlds largest DHL,TNT,UPS,FEDEXin Chinaset up a branch,fiercecompetition andChinapost EMS. 但是，隨著中國經(jīng)濟的

9、不斷發(fā)展，對外開放的日益深化，速遞業(yè)市場逐步開放以來，圍繞國內(nèi)和國際業(yè)務展開的市場競爭日趨激烈。國際跨國公司開始向中國速遞市場進軍。90年代，全球最大的四家速遞公司DHL、TNT、UPS、FEDEX都在我國設(shè)立了分公司，與中國郵政EMS展開激烈的競爭。,http:/www.ppthi-,現(xiàn)狀,In the international market,the competitiveness of EMSrelative to othercountries well-knowncourier companyisplaced,the service quality,delivery time,cust

10、omer servicecan notmeet the requirements of customerswell,customercomplaints occur. 在國際市場上，EMS的競爭力相對其他國家知名速遞公司來講是處于下風的，其服務質(zhì)量、送達時間、客戶服務方面并不能很好地滿足廣大用戶的要求，客戶投訴時有發(fā)生。,http:/www.ppthi-,圖表,35%,100%,http:/www.ppthi-,EMSs advantage and disadvantage,1、服務網(wǎng)點優(yōu)劣勢分析：郵政EMS隸屬郵政，所以說郵政同樣承擔著履行普通服務的責任，因此郵政EMS如同郵政儲蓄銀行一樣，

11、基本上各鄉(xiāng)鎮(zhèn)都有服務點，這也是郵政EMS贏得市場的前提，目前的其他快遞企業(yè)與郵政EMS相比相對服務網(wǎng)點少點。 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 the postal service EMS like postal savings bank, basically all the vil

12、lages 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、專業(yè)優(yōu)劣勢分析：郵政EMS依靠著郵政的硬件基礎(chǔ)發(fā)展起來的，在第三方物流的速運企業(yè)中，設(shè)備設(shè)施，制度操作流程等更具有專業(yè)性。但是其他非國有快遞企業(yè)目前發(fā)展迅速，差距也不斷縮小。 Professional analysis: th

13、e 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 operation process, etc. But other non-state express enterprise is developing

14、rapidly at present, the gap is narrowing . 3、價格優(yōu)劣勢分析：由于郵政EMS一定程度上承擔著公民普通服務的責任，因此在某些并存在多少利潤地區(qū)仍然需要提供服務，這樣增加了郵政EMS的成本，使其未能利潤最大化，也一定程度早就了郵政EMS的高價。但是價格方面是目前其他快遞企業(yè)最大的優(yōu)勢。 Price analysis: the advantages and disadvantages by postal EMS partly responsible for the citizens normal service, therefore in some are

15、as 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 biggest advantage of the other Courier company. 4 、政策優(yōu)劣勢分析：國家已把信息化產(chǎn)業(yè)作為

16、我國重點發(fā)展的支柱產(chǎn)業(yè)加以培養(yǎng)，郵政業(yè)作為信息化產(chǎn)業(yè)的一個部分，也得到了,國家信息產(chǎn)業(yè)部的大力支持和扶植，而且物流業(yè)是中國十大支持產(chǎn)業(yè)，作為中國物流市場的龍頭企業(yè)郵政，必然首先得到國家的支持，所以在這方面非國有快遞企業(yè)比不上郵政EMS。 Policy analysis: the advantages and disadvantages in the country has the information technology industry as the pillar industry of our country key development training, the postal s

17、ervice 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 leading enterprises, postal logistics market, must first get the support o

18、f the country, so in this respect, the non-state than postal EMS express enterprises . 總結(jié)（conclusion）： scope of service extensive professional The price is high nationalpolicysupport,EMS line of business,l陳浩,1 Domestic express delivery,Domestic EMS Guarantee Service Domestic EMS Guarantee Service is

19、 a fast and reliable premium express service operated by China Postal Express 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 postal service shall not refund the custome

20、r. 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 guaranteed shipments; the postal service shall

21、 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:/www.ppthi-,2 International EMS Guarante

22、e Service,China Postal Express 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 500 grams RMB 50 for the first 500 grams, RMB 15 for additional 500 grmas for shipments mailed among Boh

23、ai-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 about service coverage and delivery areas,http:/www.ppthi-,EMS主要客戶,What is the customer,Customer is th

24、e 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 understand customer and market supply and demand, otherwise hard sell ads, afterwards just a waste of resou

25、rces, 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 parties have different illation, such as customer specific definition of the word. A customer comes from habit.

26、 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, we choose the population sex ratio is more balanced, but people are mainly composed of undergraduate studen

27、ts, 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 according to these views put forward some reasonable Suggestions.,See from picure, EMS in the share of the e

28、xpress 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 compared with EMS, the settling time is shorter, more advanced management concept, prompted the rapid development o

29、f 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 service more, eventually to improve EMS market share and profit.,1, from the aspects of macroscopic analysis, sta

30、rting 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, from the Courier price, delivery timely, EMS express compensation, employees and EMS query ways to study, and explains its influence customer satisfaction.,SWOT analysi