Conceptual principles of integrated quality customer service management of logistics provider

Abstract

The essence of integrated management was investigated in the article, own definition of the concept of integrated customer service management of the logistics provider was given, the structure of the customer service quality management system was proposed, as well as an improved logistic provider quality customer service Gap-model.

The modern market requires continuous improvement of the quality of products and services as a major factor in increasing competitiveness, including logistics providers. To solve this problem, you need to have integrated customer service quality management systems that take into account the requirements of international standards and all participants in this process. Studies have shown that the most appropriate way to improve the efficiency of customer service management of a logistics provider in the face of growing competition is to create an integrated management system.

As studies have shown, integrated management systems are built on the basis of applying a system and process approaches to enterprise management, allowing you to connect the various processes and activities of the enterprise into a single whole.

The activities of any organization are associated with risks that determine the main losses. As noted, the goal of creating an integrated management system is overall optimal risk management, which reduces the material and organizational resources needed by the enterprise.

Integrated customer service management of a logistics provider is, above all, the art of compromise, in which decisions are made based on a common goal, taking into account the interests of all participants in the logistics process. In this case, the main difficulties arise in a situation where neighboring units use different principles of organization and planning of operations in supply chains.

To improve the quality of customer service, from now on it becomes impossible to consider the activities of only a logistics provider in isolation. The increase in the number of market entities involved in the customer service process makes it difficult to manage this process, which should be organized in accordance with the concept of optimizing total costs and quality management at all stages of customer service. Integrated quality management of customer service of a logistics provider should provide for the harmonization of quality of services throughout the service chain. Various companies, business partners involved in this chain, should realize that they are links in one process and have a common goal - the maximum satisfaction of customer needs.

Integrated management of customer service quality of the logistics provider will minimize the total cost of resources of both the logistics provider and its business partners, provided that the necessary level of customer service quality is provided.