Abstract
During the reforms underway in the railway industry, the consolidation of companies and vehicles, the formation of new models of transportation services is achieved through the creation and implementation of integrated high-tech information systems. In this case, a holistic approach to the effective management of the production system should determine the extent of their responsibility. The article illustrates the main aspects of quality management of customer service as one of the key factors of transportation company efficiency in the segment of freight transportation. The procedure of quality estimation of the transportation service is presented in the Target model of the complex transport service by each of its parties in the different transportation categories. Specification of the impact structure of the parties of the complex transport service on its quality level through calculation of a responsibility ratio has been made.
Published Version
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