即时配送服务是O2O模式下的一种新型物流形态，是面向城市物流配送，特别是O2O模式下平台型企业服务的关键环节。本项目以餐饮外卖为背景，即时配送服务为研究对象，以顾客需求为驱动，围绕O2O模式下平台型企业在即时配送服务质量管理中面临的科学问题，采用以顾客分类为基础，顾客需求分析为主线，优化建模为核心，质量功能展开技术、数据挖掘技术、决策分析、行为运作管理等多学科研究方法，建立O2O模式下顾客分类与特征提取算法、即时配送影响因素获取方法、即时配送服务质量评价与改进方法、即时配送服务优化设计模型。研究成果理论上解决O2O模式下即时配送服务质量优化设计的关键技术问题，为O2O模式下平台型企业提供优质、个性化服务提供方法支持。

Instant delivery service (IDS) is a new type of logistics service in O2O model. It is a key service of IDS platforms in a city area. Taking the background of Catering & Delivering, this project focuses on the research on the scientific problems of the optimal design of Instant delivery service. The research adopts the consumer behavior analysis as the basis, the customer demand analysis as the main line and the optimization model as the core of study. By applying quality function development, data mining, decision making, behavioral management and other multi-disciplinary research methods, this project establishes customers’ requirements characteristics algorithms, evaluation and improvement models on Instant delivery service, instant delivery service optimal design model based on consumer requirements. The research results theoretically solve the key technical problems of the instant delivery service system optimal design, and also provide new approaches and technical support for the quality and personalized service designs of platforms enterprises in China.