As a result of the study of Chapter 7, the student must:
• the organization of the logistics service and the methodology for its evaluation;
• information technology supporting the life cycle of products in the logistics service;
• an approximate construction of a logistics service in sales and after-sales services;
be able to
• evaluate the level of logistics services;
• calculate the life cycle of the supply of products;
• use information technologies of logistics service;
• the use of technologies for organizing a logistics service;
• analysis and assessment of the level of logistics services;
• Practical application of the logistics construction of service management.
The main provisions for the formation of logistics services
The main provisions for the organization of logistics services
The application of the logistics approach assumes the possibility of providing the consumer with the flow of a variety of logistical services. They are inextricably linked with the distribution processes in procurement, production, delivery and operation of goods. At the same time, logistics services are a set of services provided to both the consumer and the manufacturer at various stages of the product life cycle. In practical activities and in science, new directions emerged related to managing the processes of continuous change. There was a new economic category reflecting the modern reality, characterized by the continuity of the changes merging into the flow. Process flow category and became the basis for logistics. In addition to speeding up the changes, an equally important aspect of modern business activity is the complication of relations, the increase of interdependence with people around us, and in business activities - with partners: suppliers and customers. The successful development of any enterprise is impossible without effective cooperation with suppliers and consumers. The interests of different people and different businesses do not always coincide. However, in a civilized society there is no other way, except for the coordination of interests and actions. Given the continuity of the changes that occur, we should talk about the coordination of a continuous flow of actions.
Logistics considers the flow of changes and seeks to regulate it throughout its entire length - from purchasing resources for business activities to consuming and disposing of manufactured products by its buyer. This regulation is made through various technologies of service.
The list of logistics services is quite diverse and great. Therefore, to effectively solve the problem of service, it is advisable to build a service system if the enterprise has the ability to do this. Moreover, a logistics service is provided either by the supplier himself or by a forwarding company specializing in the field of logistics services.
The package of works in the field of logistics services can be divided into three main stages:
• pre-sale, i.e. work on the formation of a logistics service system: designing, building and adapting the system to the conditions of the enterprise;
• work to provide logistics services, carried out in the process of selling goods;
• After-sales logistics service.
At the beginning of the process of launching the system in the field of logistics services, the company's policy in the sphere of rendering services is determined, as well as their planning. Then create the structure of the logistics service system and conduct a resource analysis. Form the system itself and simulate individual services; determine the economic, technical and information characteristics of service models.
Among the models in the sale of goods can be a variety of logistics services for organizational and information support of sales:
- availability of stock in the warehouse
- execution of the order, including selection of assortment, packing, formation of cargo units and other operations;
- ensuring the reliability of delivery;
- providing information about the passage of goods, etc.
After-sales services - this is warranty service, obligations to review customer claims, repair or replacement of a failed product, etc.
A wide range of logistics services and a significant range in which their quality can vary, the impact of services on the company's competitiveness and costs, and a number of other factors underscore the need for the firm to have a well-defined strategy in the field of logistics services for consumers.
The consumer, when choosing a supplier, takes into account the latter's capabilities in the field of logistics services, i.e. The supplier's competitiveness is affected by the assortment and quality of the services offered to them. At the same time, the expansion of the service sector entails additional costs.
The algorithm for the formation and functioning of the service system is shown in Fig. 7.1. Entering data on the market and segmentation implies its division into specific groups of consumers, each of which may require certain services in accordance with the characteristics of consumption and consumer characteristics. Then, a list of services is defined across the entire spectrum of consumer interests. Here you can also perform the ranking of the services included in the compiled list. It is advisable to focus on the most important services for customers.
Standardization and typification of services in the section of individual market segments leads to a reduction in software operational service models, the development of which is necessary to implement.
Fig. 7.1. Algorithm for the formation and functioning of the service system
Evaluation of service services, as well as establishing the relationship between the level of service and the cost of services provided, determining the level of service required to ensure the competitiveness of the company, determines the need to implement a service system.
Feedback forms corrective procedures for service models or the entire service system and makes it possible to adapt it to the consumer's conditions.
Segmentation of the market can be carried out by geographical factor, by the nature of the service or by some other characteristic. The choice of significant services for customers, their ranking, the definition of service standards can be carried out by conducting various surveys. The evaluation of the provided services is carried out in various ways. For example, the level of reliability of a supply can be measured by the shares of deadlines delivered on time.
Due to the fact that end-to-end flow of flows can not be realized without adaptive management, the most important procedure for the effective operation of the service should be to establish feedback with buyers to ensure that the services meet the needs of customers.
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