LOGISTICAL SERVICE OF CLIENTS AS A SYSTEM

Abstract

With the development of the market relations the opportunities for clients to receive a better service are increasing. As a result of this their expectations for the level of service are increasing too. The logistical service of clients is the final phase of the chain from logistical activities and a result of their effective functioning. This is an important element of the marketing-mix of the organization as it provides the real access of products to the clients and in this way it directly reflects on the logistical cost, on the profit and profitability.The policy related with the logistical service appears to be part of the general organizational policy of clients’ relations, but it is specifically addressing the implementation of logistical activities according to the clients’ requirements.The logistical service of clients as an aggregation of elements and activates should be viewed as a system, which requires the application of a system approach, system analyses and situational approach.The system of logistical service is built upon concrete elements which are mutually related and correlate to each other in other to achieve the concrete objective of the whole system, as a result of which if needed the elements can be replaced in order to optimize the functions of the whole system. The main objective of this system is the delivery of products and services to a specific place, in the required quantity and range, in maximum readiness for productive or personal consumption, with an optimal level of cost and level of logistical service, which directly corresponds to clients requirements.The system for logistical service possesses some specific characteristics which are defined on the basis of its features which are also following the features of the whole logistical service. These features are an ultimate reflection of the four main features of every system such as – integrity and divisibility, presence of specific relations, organization and interactivity.The system for logistical service of clients includes the following sub-systems: sub-system “Logistical technologies, informationally managed systems and informational provision”, sub-system “Level of logistical service”, sub-system “Marketing policy of clients’ relations” and sub-system “Assessment and optimization of logistical service”.The sub-systems are mutually related and mutually determined and should function as an inter-relation while follow the overall aim of the system for logistical service of clients.The objective of the current paper is to analyses the logistical service as a system in order to identify the features of the system and on this basis to determine its sub-systems.