CONCEPTUAL FOUNDATIONS OF THE INTEGRATED QUALITY MANAGEMENT OF TRANSPORT SERVICES OF A LOGISTICS PROVIDER

Abstract

The article reviews the results of research by scientists on the management system of transport services in Ukraine and abroad. Based on the studied scientific material on integrated quality management of transport services, the definition of this approach is given, the structure of the quality management system of transport services is proposed, as well as an improved Gap-model for estimating differences in quality of customer service of a logistics provider. The modern market requires continuous improvement of the quality of products and services as the most important factor in increasing the competitiveness, including logistics providers. To solve this problem, it is necessary to have integrated customer service quality management systems that would 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 quality management of transport services of a logistics provider in an increasingly competitive environment is the formation of an integrated management system. Studies have shown that integrated management systems are based on the application of system and process approaches to enterprise management, which allow you to integrate different processes and activities of the enterprise. Integrated management of transport services of a logistics provider is, first of 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. The main difficulties arise in a situation where neighboring units use different principles of organization and planning of operations in supply chains.