Логистическое обслуживание как инструмент влияния на эффективность бизнеса

Abstract

The article deals with the issues of logistics customer service and the systems of its measurement and evaluation. The impact of the service level on the results of company's activity is described. The level of customer service should be considered as integral index, which includes many parameters of the logistic service, such as timing of orders, willingness to supply, the range of goods, the fidelity of deliveries, accuracy of order fulfillment, and availability. For reliable characteristic of the of level of logistics service the system of indicators should be measurable, objective, related to current and past results, comparable with other companies and other time periods, understandable to all interested parties, and should allow identifying problem areas. Despite the importance of the service level, today in theory and practice the issue on the organization of indicator system, criteria-based rating scale and integrated indicator to evaluate the level of service is not fully studied. The author's indicator 'logistics leverage' is proposed, the essence of which lies in the comparison of the service level and costs required for its achievement.