DEVELOPING QUALITY STRATEGIES OF LOGISTICS CUSTOMER SERVICE

Abstract

Today’s requirements for the implementation of logistics activities require the formation and revision of appropriate strategies. The article considers the practical and theoretical experience of developing strategies for logistic activity and logistics consumer service. The strategy of quality of logistics customer service is implemented in the management of logistics business processes of the enterprise and is a set of solutions, plans and measures aimed at continuous improvement and ensuring effective organized activities of staff in a certain material environment related to offering and providing logistics services that meet specific needs and requirements of customers.
 When forming quality strategies of logistics services, special attention should be paid to the culture of quality (formation of the worldview of the whole team in the field of quality – motivating each employee to acquire new knowledge and skills) and business culture of logistics. The latter acts as a certain unity of interests of all groups of persons interested in logistics processes; provided with appropriate ways of making management decisions, etc.
 The article proposes an approach to the formation of logistics service quality strategies, which is based on determining the levels of efficiency, effectiveness and adaptability of logistics customer service, and involves the development and selection of options for appropriate alternative solutions. The following strategies are determined as typical: strategy of logistics outsourcing, concentrated improvement, reengineering of the logistics service process, purposeful quality improvement, application of “kaizen” technologies, minimization of logistics costs, quality management, continuous improvement of the quality of logistics services.
 The choice of priority alternative solutions is based on the maximum values of their integrated assessment, taking into account the importance of implementing a particular strategy.