PROCESS OF LOGISTIC SERVICING OF CONSUMERS

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PROCESS OF LOGISTIC SERVICING OF CONSUMERS

Journal Title: Економіка транспортного комплексу - Year 2019, Vol 33, Issue

Abstract

Under current conditions, the satisfaction of the end user depends on the level of service at each stage of the process of material flows movement from the manufacturer to the consumer. In order to ensure the quality of logistics services, it is necessary to analyze the components of the logistics service process. The article deals with the existing approaches to the definition of what the process of customer logistic servicing involves. The lack of orderliness of the performed work is established; not in all cases there is a delineation of work according to certain criteria (the degree of consumer participation, the nature of performance, etc.); there is an overlap of production and management work. In terms of logistics, the customer servicing is aimed at satisfying their expectations of time and place of supply of the ordered products using all available forms of logistics. The process of customer logistic servicing is justified using the principles of the process ap-proach, in particular, the structural analysis methodology IDEF0; the processes are differentiated according to the places where they are executed (directly at the service of the orders of the con-sumer, in the warehouse, during transportation). The «Input» to the process of logistics customer service is a set of information, material, technological, personnel and financial resources. The «Output» is the result indicators of service performance for consumers and enterprises. These are provision of logistic services, improving the quality of logistics servicing, establishing partnerships, creating additional competitive advantages, optimizing logistics costs. In general, the process of logistic servicing includes four main subprocesses: customer or-ders servicing (initiation and its organization); warehouse servicing; transport and logistic servicing; logistic servicing of customer orders (maintenance, adjustment and documentation). The proposed theoretical and methodological provisions for establishing the composition of the process of customer logistic servicing are the basis for substantiation and development of methods and algorithms for their management.

Authors and Affiliations

А. ОVCHARENKO

Keywords

process logistic customer servicing order transport and logistics servicing

EP ID EP595031
DOI 10.30977/ЕТК.2225-2304.2019.33.0.106
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