應用價值流程圖改善空運貨攬出口作業

Abstract

對一般顧客而言，追求高品質的服務，是最重要的消費需求。對 航空貨運承攬業而言，所提供的服務若實際表現和客戶期望有所差 別，將導致客戶對於服務品質不滿意，以致無法留住客戶。本研究以 航空貨運承攬業空運出口流程為研究對象，運用精實物流的策略，以 及價值流程圖分析，找出浪費的流程，提出改善方案，藉以提升服務 品質，進而為客戶創造價值，為個案公司創造利潤。研究結果顯示， 個案公司現行空運出口流程裡，以報關和貨況追蹤兩大流程，等待無 附加價值的時間最長；以未來價值流程圖為依據，加入資訊系統支 援，提高空運出口流程效率，是為個案公司未來可採取之管理策略與 執行方向。

For general customers, having high-quality services is the most important consumer demand. In terms of air cargo, customers will change their cooperation preferences when being unsatisfied with the service quality because of differences between real conditions of services provided by companies and customer expectations. Using both lean logistics and value stream mapping for export procedures of air cargo, this study designed to find out the waste process and to provide an improvement plan in order to enhance the service quality and create the value for customers. The results showed that customs declaration and cargo tracking were the two procedures with the longest waiting time and without added values in current export air procedures of the case company. Based on the future value stream mapping, joining the information systems to support and improve the efficiency of export air procedures can be a potential management strategy, direction and implementation for the case company.