РАЗРАБОТКА МОДЕЛИ УПРАВЛЕНИЯ ПРОЦЕССАМИ  СЕРВИСНОЙ ЛОГИСТИКИ

Alena B Levina; Yuliya S Yakunina

Authors

Alena B Levina South Ural State University, Chelyabinsk
Yuliya S Yakunina South Ural State University, Chelyabinsk

Keywords:

logistics, service logistics, logistic service, level of service, logistic flow, service logistics process.

Abstract

The article considers the organization of service logistics at an enterprise, and enterprise-dealers of automobile concerns are designated as the object of study. The choice of the object of study is determined by the fact that these enterprises combine the activities of production and trading enterprises, making certain services an integral part of the activity which, in turn, form a significant part of the service logistics. Increased competition on the market, the changing economic situation, the exhaustion of price competition by enterprises lead to the growth in the importance of quality and level of services, and, therefore, the growth in the value of logistic services. The aim of the study is to develop a model for managing service logistics processes of an enterprise - dealer of an automobile concern, which allows optimizing service processes and logistics costs and increasing customer satisfaction. The authors studied the approaches of various authors on the concept and content of logistic services, types of services and logistic flow of service. The study of the level of logistic services using the example of an enterprise - auto dealer is conducted. Based on the research data, a model for managing service logistics processes was proposed. The model of a service logistics process management of an enterprise includes a number of stages and allows to solve problems associated with evaluating the parameters of service logistics processes; controlling the movement of the service flow; responding to swings of demand, needs and external market changes. The developed model for managing service logistics processes will increase the efficiency of the auto dealer logistic activities and overall customer satisfaction with the level of service, what, in turn, will lead to an improvement in the basic indicators of the performance of an enterprise.

Author Biographies

Alena B Levina, South Ural State University, Chelyabinsk

Candidate of Sciences (Economics), Associate Professor, Head of the Department of Management

Yuliya S Yakunina, South Ural State University, Chelyabinsk

Senior Lecturer of the Department of Management

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