The management level of logistics customer service industrial enterprise

Y.V Butrina,V.N Tishina,P.Y Tishin,A.A Radionov,A.V Shmidt,A.V Keller,Y.B Kolbachev,A.V Babkin,I.A Bayev,V.V Savaley,T.A Khudyakova

doi:10.1051/shsconf/20173501142

Abstract

This article deals with some aspects of the logistics service of industrial enterprise customers, current approaches to its management, namely, measurement, evaluation and optimization. It describes the effect of the level of customer service in the business results. How the concept of “logistics service users” is formulated. The author’s index of evaluating the effectiveness of the logistics customer service – “logistics leverage”. Author’s universal measurement system of the logistics maintenance level, serving industrial enterprise customers is presented, including 11 indicators criteria values and integral indicator. The optimal values of parameters can be different for different categories of customers who prefer low, medium and high level of logistics services. It substantiates the practical significance of the study through tested at Chelyabinsk Electrode Plant.

Highlights

Modern business conditions are characterized by a fairly high level of competition
In the study of a large number of different works on logistics and supply chain management, as well as the results of economic activity of the enterprises we have identified and analyzed about 90 of such indicators
We offer measuring logistics performance index of "logistics leverage" the essence of which lies in the comparison of service levels and costs required to achieve it: LL = level of service / logistics costs (1)

Summary

Introduction

Modern business conditions are characterized by a fairly high level of competition. In this situation, low price (or slightly different from the prices of competing companies), high-quality products and services, a wide range of products, the continuous improvement of products (works, services) are not always the main factors of success in the market. To manage the logistics activities of industrial enterprises needed to measure the quality of logistics services For this purpose, defined (criteria) parameters of quality of service and management of these parameters is performed so that the discrepancy between the expected and actual levels of selected criteria (parameters) were minimal. For this there are different methods of assessment: questionnaires to customers and potential customers, expert opinions, statistical methods, etc. The following analysis of the literature showed that there are currently no methods of evaluating the level of customer service that fully meet the following requirements: consistency, completeness of information, the use of measurable indicators, a comprehensive system of indicators and criteria, reliability of results, ease of collecting baseline data, use of results, etc. Author's method of estimating the level of service is shown in order to improve the level of customer service evaluation developed

Level of logistics customer service

Flexibility of order fulfillment

Information support

10. Correspondens to the level of service costs

Findings

Conclusion