Methodology for the formation of the company's logistics service system

Abstract

The modern post-industrial stage of development of the market economy is characterized by the gradual transition of market power from producers of products or services to consumers. Under such conditions, the struggle for the customer forces logistics companies to increase the level of logistics service and develop strategies based on a compromise between the costs associated with the provision of logistics services and the level of logistics service provided to customers. In this regard, there is a need to develop adequate methods and approaches to assessing the required level of logistics service and its impact on the achievement of the company’s strategic goals. The study discloses organizational and methodological approaches to the development of a logistics service system based on a set of target indicators (key indicators for evaluating logistics service) aimed at achieving the selected strategic task of the company’s logistics. Methods of economic, statistical, and mathematical modeling, and system analysis were used as research tools. The paper proposes a methodology for the formation of a logistics service system, built by the MAI method within the framework of the general policy of the company for logistic customer service. Its approbation of the example of the company “Sfera-Avto” showed that the chosen operational policy in the field of customer service, taking into account the most significant alternatives, corresponds to the chosen strategic objective of the company’s logistics, namely “minimization of the cycle of the fulfillment of customer orders”. The choice made is reflected in the company’s logistics from the strategic level (building a strategic map of the logistics department and forming a balanced system of logistics indicators) to the operational level (performing logistics operations within the framework of implemented business processes).