SYSTEM OF OBJECTS IN MANAGING THE QUALITY OF LOGISTICS SERVICES AND PROCESSES AT THE MTE

Abstract

This article examines the system of objects of logistics services and processes quality management in a motor transport enterprise. The paper determines that ineffective quality management of logistics business processes of an enterprise causes low quality of services and low customer satisfaction. The purpose of this article is to study and develop a system of objects in managing the quality of logistics services and processes in a motor transport enterprise from the standpoint of a logistics approach, which includes a set of integrated logistics business processes for quality formation, the requirements and the results of implementation. For this purpose, the main objects that affect the quality of logistics services in the motor transport enterprise are considered. It is determined that the goal of quality management is to improve the quality of products and services, and to achieve this, the authors recommend structural transformations, which include clarifying the boundaries of the object by including the elements of the external environment. The authors propose an approach to the formation of research objects, which includes defining goals, criteria for distinguishing between the object and the environment, the nature of interaction between the object and the environment, development of object models, and identification of its features and properties. The authors propose to distinguish labor quality as an element of the external environment and to establish its relationship with the quality of logistics services. Other elements of the external environment are the quality of information, the stages of quality formation, and the quality of labor items and tools. The quality of live labor and transportation services depends on the quality formation process. The logistics services of a motor transport company cover a wide range of services aimed at ensuring the efficient operation of the logistics system and managing all related processes. The stages of formation of the quality of logistics services are defined as a set of integrated basic, auxiliary, service and management logistics business processes, their interconnection, respectively, their “inputs” and “outputs” are considered. It is proposed to consider the system of quality objects in the MTE from the standpoint of the cybernetic approach and to present it as a set of dynamic links, each of which is integrating. This means that the input signal (quality of information, means and objects of labor, etc.) is transformed into an output signal (requirements for the quality of services). To ensure the high quality of logistics services (maintenance), the main, auxiliary, service and management processes are defined from the perspective of quality management in the MTE, the essence of the processes, the main stages of formation and quality indicators of business processes, as well as those responsible for quality assurance are described. The results of the study may be useful for motor transport enterprises that wish to improve the quality of their logistics services and management processes.