MAGAZINE №1 (72) February 2016

AUTHOR  DYBSKAYA V.V.

CATEGORY Logistics integration and coordination Logistics services Management 

ABSTRACT

The article is devoted to the peculiarities of business units interaction developing a flexible customer service policy to provide logistics services. Logistic service represented by specific services, related to the material flow and logistic infrastructure use, is regarded as one of the customer service component.
The process of service policy elaboration carried out in close cooperation between logistics and other related departments of the company is presented in two forms. The overall structure of the procedure reflects the logic of service provision to customers by logistics department. Detailed presentation of each step in the procedure clarifies responsibilities of the departments prescribing implemented actions and expected results of each step. The procedure emphasis the focus on the system of logistics service development the base of which is an approach how to develop standards of logistics service. Standards of logistics service take into account the restrictions on the logistics service provision and are the basis for the calculation of logistics tariffs. The paper argues the necessity of time-totime analysis of the adopted customer service policy that can be changed not only by commercial departments, but also by logistics department being the result of logistics service activities optimization.
The specific attention of the article is paid to the examination of cross-functional interaction in the company of logistics provider during of the expansion of the logistics service system portfolio by innovative proposals. Not only step by step procedure of designing an innovative portfolio of logistics services, but also the management structure of the logistics provider is described.

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MAGAZINE №4 (69) August 2015

AUTHOR DYBSKAYA V.V., IVANOVA A.V.

CATEGORY Logistics services Management Terminology in Logistics and SCM 

ABSTRACT

Logistics service has a significant impact on both the effectiveness of the companies receiving logistics service and the productivity of the companies which provide it. The provision of the common level of service for all customer groups leads to the inefficient use of the available resources of the company: the less profitable customers receive high levels of services, while the most commercially viable ones, on the contrary, get excessively low levels of logistics services. The case like this is the result of a lack of the thoughtful approach to the elaboration of the customer service policy from the perspective of logistics.

The previously published article proposed a new approach to the development of the customer service policy in terms of logistics in the generalized view. Only the first stage “Strategic basis of service policy” was defined in a detailed way. The current article intends to offer the ultimate presentation of the integrated approach to the elaboration of the customer service policy from the perspective of logistics with a detailed description of the other four stages.

The approach established is the result of the generalization, critical analysis and reconsideration of the existing best practices in the development of service policy for the company as a whole, in the formation of logistics service, in the customers’ support provided by service provider, in the consideration of the peculiarities of logistics activities.

The article work out the stages of the elaboration of the customer service policy from the perspective of logistics and reveals the nuances of the development of logistics service. As well, the concept of “standard of logistics service” is refined.

The proposed approach lays the foundations for the logistics service management: to some extent it helps to plan logistics services being provided. Despite the comprehensiveness and systematicity, the approach is flexible to account special features of its application to organizations acting in various business fields. The article demonstrates the transformation of the approach incorporation on the example of the manufacturing and trading companies as well as logistics providers

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