《物流英语》双语版课件.ppt

模块一 公司业务推广模块二 客户服务模块三 仓储模块四 包装模块五 运输模块六 委托承运模块七 采购模块八 供应链管理模块九 国际货运代理基础单据模块十 报验模块十一 填制进出口报关单参考答案目录目录本章内容Task 1 Introducing a Logistics Company 任务 1 介绍物流公司Task 2 Introducing Corporate Business 任务 2 介绍公司业务Task 3 Writing an Email on the Business Promotion 任务 3 撰写与公司业务推广相关的EmailBusinesspromotion,asaprimaryactivityinanenterpriseaimstogeneratepublicitythroughthespreadingofinformationtogainpublicawarenessforacompany,productorservicesoastoestablishagoodpublicrelationshipandpromotebusiness.Asaresultofeffectivepublicrelationsplanning,publicityc-anbeextremelyvaluableinbuildingcredibilityandawarenessforacompany.Amongthevariouspublicitychannels,facetofacecommunicationandinternet(e.g.website,blogsorotheronlinepublicitytechniques)playanimportantrole.Itisnecessarytocreateapublicitystrategyforalogisticscompanytopromoteitsexternalcommunications.ThecommonpracticesinlogisticsareintroducingrelevantinformationtocustomersfacetofaceorwithanEmailtomakethemgetageneralideaaboutalogisticscompanyanditsmainbusiness.An Introduction to the Tasks An Introduction to the Tasks 任务介绍任务介绍【TaskIntroduction】IntroducingaLogisticsCompany【TaskAnalysis】【SkillDevelopingObjective】CommunicationSkillsinIntroducingaLogisticsCompany【PostKnowledge】LogisticsDepartmentCompositionofLogisticsCompanyBasicFunctionofEachDepartment【TaskImplementation】ModelofServicePractice【GuideforServiceLanguage】【CasePractice】CaseDescriptionServiceProcedureSkillPointsTask 1 Introducing a Logistics CompanyTask 1 Introducing a Logistics Company任务任务 1 1 介绍物流公司介绍物流公司TaskIntroductionTaskIntroduction任务引入IntroducingaLogisticsCompanyTaskDescriptionTaskDescription任务描述任务描述Introducingtheenterpriseisthefirststepinpromotingbusinessinalogisticscompany,aimingtogainpublicawarenessforthecompanyanditsserviceforthepurposeofgettingmorecustomers.Generallyclientconsultationsaboutalogisticscompanyindicatehispotentialdemandofestablishingbusinessconnectionswiththecompany.Withaviewtoenteringintobusinessrelationswiththeclients,thelogisticspersonnelhavetoprovidetheclientswithsuchinformationregardingthecompanyanditsserviceastimeandaddressofestablishment,turnover,employees,registeredcapital,enterprisescale,locationofheadquarterandbranches,standardofservice,statusinthelogisticsindustryetc.Thetaskisasfollows:receivingtheclient,introducingthelogisticscompanyaccordingtotheclientsrequirements,understandingtheclientsneedsandnegotiatingcooperationintention.TaskAnalysisTaskAnalysis任务分析SkillsandAttainmentsSkillsandAttainments服务技能与素养服务技能与素养Thelogisticspersonnelhavetobecapableofinteractingwiththecompanysclientstoconveyrelevantmessagesregardingproductsandservices.Tofulfilthetask,thefollowingessentialrequirementsshouldbesatisfied:KnowledgeaboutthecorporatestatusKnowledgeaboutthecorporatebusinessCommunicationskillsinreceivingaclientSkillDevelopingObjectiveSkillDevelopingObjective技能培养目标技能培养目标CommunicationSkillsinIntroducingaLogisticsCompanyPostKnowledgePostKnowledge岗位知识岗位知识lLogistics（物流）Logisticsisthemanagementoftheflowofgoods,informationandotherresourcesbetweenthepointoforiginandthepointofconsumptioninordertomeettherequirementsofconsumers.Logisticsinvolvestheintegrationofinformation,transportation,inventory,warehousing,materialhandling,packagingandoccasionallysecurity.Logisticsisachannelofthesupplychainwhichaddsthevalueoftimeandplaceutility.Todaythecomplexityofproductionlogisticscanbemodeled,analyzed,visualizedandoptimizedbyplantsimulationsoftware.lDepartmentCompositionofaLogisticsCompany（物流公司的部门构成）Generallyalogisticscompanyconsistsofthefollowingdepartments:ITdepartment,technicalmanagementandstandardsdepartment,businessdevelopmentdepartment,corporatecompliancedepartment,accountingdepartment,humanresourcesdepartment,operationdepartments.Operationdepartmentsmainlyincludetransportationdepartment,warehousingdepartment,customerservicedepartment,internationaldepartmentandspecialitemdepartment.lBasicFunctionofEachDepartmentofaLogisticsCompany（物流公司各部门的基本职能）ITdepartmentaimstoprovideadviceandguidanceontheuseoffuturetechnologyresourceswhilesupportingcurrenthardwareandsoftwaretechnologyforthelogisticscompanyandcorporateclients.Technicalmanagementandstandardsdepartment(TM&S)isresponsiblefordevelopmentandimplementationoftechnicalprocedures,measures,andstandardsforperformanceofwork,quality,andsafety.Thedepartmentisstaffedwithfunctionalareaexpertswhoprovideoversightofcompliancewithrequirements,proceduresandstandardsforworkperformedbyTLCundercontractswiththeGovernment.Thedepartmentsmissioniscenteredonenhancingthecompanyscompetitiveadvantageintechnicalmanagementandoversightoflogisticsandtrainingservices.BusinessdevelopmentdepartmentaimstoacquirenewbusinessforcompanyinaccordancewiththeAnnualBusinessPlan.Corporatecompliancedepartmentsupportsthecorporationwithservicesthatensurewemeetlegal,contractualandregulatoryrequirementsaswestaffandexecuteGovernmentprojectsaswellasprovidingappropriatecorporatesupporttofacilitateproperexecution.Accountingdepartmentaimstorecordfinancialtransactionsandassistallstakeholderswithintegrity,accuracy,andtimelinesswhileworkingtowardsthecommongoalsofthecompany.Themaingoalofaccountingdepartmentistoprovidetimely,accurateandrelevantfinancialinformationinordertomeettheinternalandexternalfinancialreportingrequirementsofthecompany.Humanresourcesdepartmentisasupportservicesdepartmentdedicatedtohelpingthecompanyachieveitshumanresourcesgoalsusingaproactive,innovativeandconsultativeapproach.Operationdepartmentsareresponsibleforcorporateleveloversightofcurrentoperationsatalloffsitesprojects.NotesNotes1.Todaythecomplexityofproductionlogisticscanbemodeled,analyzed,visualizedandoptimizedbyplantsimulationsoftware.今天，利用工厂模拟软件可以对复杂的生产物流进行建模、分析、可视化和优化。2.Generallyalogisticscompanyconsistsofthefollowingdepartments:ITdepartment,technicalmanagementandstandardsdepartment,businessdevelopmentdepartment,corporatecompliancedepartment,accountingdepartment,humanresourcesdepartment,operationdepartments.物流公司通常由以下部门构成：信息技术部、技术管理标准部、业务开发部、公司合规部、财务部、人力资源部、运营部门。TaskImplementationTaskImplementation任务实施任务实施ModelofServicePractice1A:CustomerservicerepresentativeofUPSA:CustomerservicerepresentativeofUPSB:PotertialclientB:Potertialclient(JennyisacustomerservicerepresentativeofUPS.Sheisintroducinghercompanytoapotentialcustomer.)A:Goodmorning,sir!Itisapleasuretotalkwithyou!B:Goodmorning!Imalsogladtosharethiswonderfultimewithyou!A:Areyouinterestedinourcompany?B:Yes,Iam.Idliketoknowmoreaboutyourcompany.UPSisaveryfamouscompany,butIveknowntoolittleaboutit.Whatapityitis!WhatdoesUPSstandfor?A:UnitedParcelService,Inc.B:WhatkindofcompanyisUPS?A:Itsapackagedeliverycompany,providingtransportation,logistics,andfinancialservicesintheUnitedStatesandinternationally.B:Whenwasitfounded?A:In1907.B:Whereisitsheadquarter?A:ItisheadquarteredinAtlanta,Georgia.B:Whatdoesyourcompanyoperate?A:Ourcompanyoperatesinthreesegments:U.S.DomesticPackage,InternationalPackage,andSupplyChain&Freight.B:Whatelse?A:Inaddition,ourcompanyoffersvarioustechnologysolutionstovariousindustries.B:Howamazing!A:AsofDecember31,2009,itoperatedafleetofapproximately101,900packagecars,vans,tractors,andmotorcycles,aswellasanairfleetofapproximately510aircraft.B:Goodheavens!NowonderUPSistheworldslargestexpressdeliveryserviceinstitution,theworldslargestpackagedeliverycompanyaswellastheworldsleadingprofessionaltransportandlogisticsserviceprovider.A:Ourcompany,throughastrategicalliancewithAliExpress,offersusersthebenefitofmanagingtheirshippingandtrackingprocessesonline.B:Icantbelieveit!A:Ifyouareinterested,Idliketoprovidemoreinformationtoyou.B:Youresokind.A:UPSA:UPS的客服代表的客服代表B:B:潜在客户潜在客户（珍妮是UPS的客服代表。她正在向一名潜在客户介绍她的公司。）A:早上好，先生！很高兴和您交谈!B:早上好！我也很高兴和你共同度过这段快乐的时光！A:您对我们公司感兴趣吗？B:是的。我想对贵公司有更多的了解。UPS是一家非常著名的公司，可是我对它了解得太少了。真可惜！UPS代表什么？A:UnitedParcelService,Inc.B:UPS是什么类型的公司？A:它是一家快递公司，在美国和全球提供运输、物流及金融服务。A:何时成立的？B:1907年。A:总部在哪里？B:在乔治亚州的亚特兰大。B:贵公司经营什么？A:我们公司的经营分为三个部分：美国国内包裹递送、国际包裹递送和供应链&货运服务。B:还有吗？A:此外，我们公司还对各个行业的公司提供各种技术解决方案。B:太令人惊讶了！A:截至2009年12月31日，我们公司已经动用了大约101900次包括汽车、货车、拖拉机和摩托车的车队以及大约510架飞机的空中舰队运送包裹。B:天哪！难怪UPS是世界最大的快递服务机构、全球最大的包裹运送公司，也是世界领先的专业运输和物流服务提供商。A:我们公司与AliExpress结成战略联盟，因而我们的用户能够在网上进行运输管理和过程跟踪。B:我简直不能相信！A:如果您有兴趣，我愿意向您提供更多信息。B:谢谢你！ModelofServicePractice2A:CustomerservicerepresentativeofXundaLogisticsA:CustomerservicerepresentativeofXundaLogisticsCo.,LimitedCo.,LimitedB:PotentialclientB:Potentialclient(ThecustomerservicerepresentativeofXundaLogisticsCo.,Limitedisshowingapotentialcustomeraroundthecompany.)A:Welcometoourcompany,Robert.Gladtomeetyouhere.B:Gladtomeetyou.A:Robert,mynameisLiLin.Idliketointroducemycompanytoyou.B:Thankyou.A:Letmeshowyouaroundouroperationdepartments.B:OK,letsgo.Howmanyoperationdepartmentsdoyouhave?A:Wemainlyhavefiveoperationdepartments.B:Whatarethey?A:Transportationdepartment,warehousingdepartment,customerservicedepartment,internationaldepartmentandspecialitemdepartment.B:Eachoperationdepartmentisresponsibleforitsownbusiness.A:Thisistransportationdepartment.Itisresponsiblefordispatchingvehicles,programmingreasonabletransportationroute,managingvehicle,anddealingwithtransportationbillofdocument.B:Isee.Whataboutwarehousingdepartment?A:Warehousingdepartmentisresponsibleformaterialstorage,inventorycontrolling,warehouselayout,warehousemanagement,andstoragebilldealing.B:Youmusthavealargewarehouse.A:Yes.Ourwarehouseislocatedinthesouthofourcompany.Theareaismorethan10,000squaremeters.B:Whatarethedutiesofcustomerservicedepartment?A:Itisresponsibleforcommunicatingwiththecustomer,solvingproblemsforthecustomer,dealingwithcomplaints,coordinatingdifferentdepartmentsanddealingwithcontingency.B:Oh,alotofwork.Howmanystaffdoyouhaveinyourcustomerservicedepartment?A:Morethan100.B:Wow!Yourcompanyisabigone!A:Thisisinternationaldepartment.Customsdeclaration,customsinspectionanddealingwithinternationalfreightbillarethisdepartmentsbusiness.B:Isee.StaffinthisdepartmentmustbegoodatEnglish.A:Yes,youareright.B:Whatsanotherdepartment?A:Specialitemdepartment.Itsoverthere.Itisresponsibleforthedevelopmentofnewitems.B:Iappreciatethatyougivemethisopportunitytovisityourcompany.A:Itismypleasuretodoso.A:A:迅达物流有限公司的客服代表迅达物流有限公司的客服代表B:B:潜在客户潜在客户（迅达物流有限公司的经理助理正在带领一名潜在客户参观公司。）A:罗伯特，欢迎您光临我们公司。很高兴在这里见到您！B:很高兴见到你！A:罗伯特，我叫李林。我为您介绍一下我们公司。B:谢谢！A:我带您参观一下我们的运营部门。B:好的，我们走吧。你们有几个运营部门？A:我们主要有五个运营部门。B:是哪些部门？A:运输部、仓储部、客服部、国际部及特殊项目部。B:每个运营部门负责自己的业务。A:这是运输部。负责车辆调度、规划合理的运输路线、车辆管理及处理运输单据。B:我知道了。仓储部呢？A:仓储部负责货物储存、库存控制、仓库设计、仓库管理以及仓储单据的处理。B:你们肯定有一个很大的仓库吧。A:是的。我们的仓库位于公司南部，占地10000多平方米。B:客服部的职责是什么？A:负责与客户沟通、为客户解决问题、处理投诉、协调部门关系以及处理应急问题。B:噢，很多工作啊！你们的客服部有多少员工呢？A:100多个。B:哇，你们是大公司啊！A:这是国际部。这个部门的职能是报关、报检和处理国际货运单据。B:我明白了。这个部门的职员一定很擅长英语吧。A:是的，说得没错。B:还有一个部门呢？A:特殊项目部。特殊项目部在那边，它负责开发新项目。B:感谢你为我提供参观贵公司的机会。A:很高兴这样做。GuideforServiceLanguage服务语言指南CommonExpressionsonGreeting打招呼常用表达GreetingtheCustomer（同客户打招呼）Goodmorning!（早上见面时用）您好！Afternoon!（午后见面时用）你好！Gladtomeetyouhere.很高兴在这里见到你。Imgladtohavetheopportunitytomeetyouhere.很高兴有机会在此地同您见面。CasePractice案例演练与实训Now,letsbeginthepracticeaccordingtothefollowingtaskofservicepractice:PracticePleasepracticethedialogueaccordingtothefollowingcasedescription,serviceprocedure,andskillpoints.Studentscanbedividedintodifferentgroupstoroleplay.CaseDescription案例描述Target:UPTBusinessProfile:UPTisaworldfamouslogisticscompanyinHongKong.ItenteredtheMainlandin1979.ItownsanationalnetworkofbranchescoveringmajorcitieslikeBeijing,Tianjin,Dalian,Qingdao,Ningbo,Nanjing,Wuhan,Chengdu,Chongqing,ShenzheninChina,whichcoverfarmorethanpuretransportationservices.Mail,courierandlogisticsservicesarealsoincluded.Itslogisticsservicesfocusonautomotiveandhightecharea.IssueReview:FrankisapotentialclientofUPT.Heintendstocooperatewiththecompanyinthefuture,sohewantstogetmoreinformationaboutit.TheassistantmanagerofUPTisreceivinghim.目标锁定：UPT业务概况：UPT是香港一家全球闻名的物流公司。于1979年进驻大陆。其分支机构覆盖了全国主要城市，如北京、天津、大连、青岛、宁波、南京、武汉、成都、重庆、深圳。这些分支机构不仅仅提供单纯的运输服务，也提供邮寄、快递及物流服务，物流业务主要集中在汽车及高科技领域。事件回顾：Frank是UPT的潜在客户。他想未来与UPT合作，因此想对该公司有更多了解。UPT的经理助理正在接待他。ServiceProcedure服务流程Greetingthecustomerinanappropriateway用适当的方式问候客户Askingthecustomerwhatyoucandoforhim询问客户需要Tellingthecustomeritsyourpleasuretoservicehim告诉客户你愿意为其服务Providingtherelevantinformationtothecustomer解答客户咨询Askingthekeyquestion:Whatelse?重点询问：“您还需要什么服务？”Thankingthecustomerforhistrust感谢客户信任Lettingthecustomerknowitwillbeanhonorforyoutoprovideserviceforhiminthefuture告诉客户很荣幸有机会再次为他服务SkillPoints技能要点Introducingalogisticscompany:介绍物流公司：Establishment成立Enterprisescale企业规模Numberofemployees职工人数Locationofheadquarterandbranches总部和分支机构位置Enterprisescale企业规模Industrystatus行业排名Mainservices主要业务Exercises1.Directions:Afterreadingthefollowingpassage,youarerequiredtocompletetheinformationbyfillingintheblanksmarked1to5inthetablebelow.WhatisLogisticsLogisticsisconsideredtohaveoriginatedinthemilitarysneedtosupplythemselveswitharms,ammunitionandrationsastheymovedfromtheirbasetoaforwardposition.InancientGreek,RomanandByzantineempires,militaryofficerswiththetitleLogistikaswereresponsibleforfinancialandsupplydistributionmatters.TheOxfordEnglishDictionarydefineslogisticsasthebranchofmilitarysciencehavingtodowithprocuring,maintainingandtransportingmaterial,personnelandfacilities.Anotherdictionarydefinitionisthetimerelatedpositioningofresources.Assuch,logisticsiscommonlyseenasabranchofengineeringthatcreatespeoplesystemsratherthanmachinesystems.WhatisLogisticsTheoriginoflogisticshassomethingtodowiththefollowinghistory:(1)Themilitaryneededtosupplythemselveswith1,ammunitionandrations.(2)MilitaryofficerswiththetitleLogistikaswereresponsibleforfinancialand2matters.DefinitionoflogisticsintheOxfordEnglishDictionaryis:thebranchofmilitarysciencehavingtodowithprocuring,3andtransportingmaterial,4andfacilities.Anotherdictionarydefinitionis:thetimerelatedpositioningof5.2.Directions:ThefollowingisapassageaboutThirdpartyLogistics.Afterreadingit,youarerequiredtofillintheblankswiththewordsgiven,changingtheformifnecessary.organizeexternaltraditioninhouseemergeThirdpartylogisticsinvolvesusingexternalorganizationstoexecutelogisticsactivitiesthathave(1)_beenperformedwithinan(2)_itself.Accordingtothisdefinition,Thirdpartylogisticsincludesanyformofoutsourcingoflogisticsactivitiespreviouslyperformed(3)_.If,forexample,acompanywithitsownwarehousingfacilitiesdecidestoemploy(4)_transportation,thiswouldbeanexampleofthirdpartylogistics.Logisticsisan(5)_businessareainmanycountries.3.Directions:Afterreadingthefollowingpassage,youarerequiredtoanswerthequestions.LogisticsManagementLogisticsencompassesthemanagementandrunningofallprocessesofaproductfromproductiontotheconsumershands.Itinvolvesthewarehousing,transportation,inventory,purchasing,packaging,operations,andtheplanning/coordinationofallactivities.Thegoaliscapitalefficiencyineveryprojectandsupplychain.Logisticsmanagementisthatpartofthesupplychainwhichplans,implementsandcontrolstheefficient,effectiveforwardandreverseflowandstorageofgoods,servicesandrelatedinformationbetweenthepointoforiginandthepointofconsumptioninordertomeetcustomerandlegalrequirements.Aprofessionalworkinginthefieldoflogisticsmanagementiscalledalogistician.TheCharteredInstituteofLogistics&Transport(CILT)wasestablishedintheUnitedKingdomin1919andwasgrantedaRoyalCharterin1926.TheCharteredInstituteisoneofthep