Logistics System of Quality Management of Road Transport Services

The development and implementation of logistics systems for managing the quality of transport services is important and expedient from the point of view of ensuring customer satisfaction (quality management makes it possible to ensure high quality of transport services, which, in its turn, leads to customer satisfaction), effective use of resources during the provision of transport services, increasing efficiency and productivity of production processes and application of innovative technologies. Quality management of transportation services includes regular monitoring of service quality, collection and analysis of data on customer requirements, customer satisfaction, investigation of emerging problems and their resolution. The analysis of existing theoretical provisions and practical experience regarding the integration of quality management and logistics activities showed that insufficient attention has been paid to this issue. The theoretical aspects of implementing an integrated approach to the creation of a logistics system for managing the quality of transport services, as well as the definition of the main principles of its formation and implementation, require clarification. The article substantiates the expediency of applying a systemic approach to the integration of logistics and quality management of transport services and logistics service, and specifies the composition and interrelationship of the elements of the logistics quality management system. Logistics management of the quality of transport services involves activities to ensure the required level on the basis of consumer requirements and directions for increasing the efficiency of using financial, material, personnel and information resources. The main provisions of the logistic approach to the management of the transport services quality are as follows: application of the process approach to the logistics flow and the flow of quality formation; the principle of complexi­ty; optimization of logistics flows and flows of quality formation based on interaction and synergy. A scheme of a system approach to the integration of logistics and quality management at the enterprise has been developed. The composition of the logistics system elements for managing the quality of transport services is substantiated. The directions of further scientific research are the development of functions and implemen­tation mechanisms of the proposed logistics system for managing the quality of transport services.