service flows - flows of services (non-material activities, a special type of products or goods) generated by the logistics system as a whole or its subsystem (link, element) in order to meet internal or external customer organization business.
International Standard ISO 8402:1994 defines the term "service" as an outcome of direct interaction between supplier and customer and internal operations provider to meet the needs of the consumer.
Service - the process of providing services - an activity provider needed to provide services.
importance of logistics services in recent years especially increases, due to many reasons. Among them are the social programs adopted Governments of various countries, the development of service industries and the concentration in her growing number of companies and engaged workforce, focus activities of many firms to the final consumer, the development of the concept of total quality management in service industries.
large number of links in the logistics systems and logistics service intermediaries are companies in which services are inextricably linked with the product, distributed, promoted by market and sell in different parts of the logistics chain. These links include a variety of transport companies, wholesalers and retailers, distribution companies etc. The cost of services may greatly exceed the direct costs of production.
In recent years, the prerogative of logistics is and management of service flows, as most companies producing not only finished products but also provide related services. In addition, the logistics approach has proved effective for businesses that provide only services (transport, forwarding, gruzopererabatyvayuschie, etc.).
In the West, is widely use the concept of "logistics service response" - SRL, which is defined as the process of coordinating logistical operations required to provide services in the most efficient way in terms of cost and customer satisfaction.
SRL-approach is often the key strategic element of the management of many foreign firms providing services. Critical elements of this approach are taking orders for services and monitoring services. As the material flows, flows of services are distributed in a particular environment for delivery (for finished goods - the distribution network) in which there are links in their logistics system, logistics channels, chains, etc. The network should be constructed so that the maximum effectively meet the demands of customers to the service level. Examples of such networks can serve as a network of service stations and points of service automobile companies, network and after sales service the majority of firms producing industrial electrical goods, etc.
Until now no effective means of assessing the quality of service because of their features compared with their food characteristics. Such features (characteristics of service flows) are:
1. The complexity of the specification of services by the service and their evaluation by the buyer.
2. The buyer may be a direct participant in the process of service delivery.
3. Services are consumed at the same time when they are, ie can not be stored or transported.
4. Buyer, purchasing services, never becomes the owner.
5. Quality of service can not be tested until the date of payment of the buyer.
6. Provision of services is often composed of smaller systems (subservisnyh) action, and the buyer evaluates these actions.
These features or services play an important role in the logistical process. It is very important to take into account the fact that the quality of service in logistics appears at a time when the service provider and the buyer meet face to face. " This may be two situations: if there is no problem in communicating services to the consumer, the supplier can do to convince the buyer to their high quality. If problems arise, the situation is usually corrected impossible, no matter how really high quality service nor possessed.
Assessment of quality of services in the analysis and design of logistics systems must be based on the criteria used by buyers of services for these purposes. When the buyer evaluates the quality of service, he compares some of the actual values assessing the quality of the expected values \u200b\u200bof these parameters and if these expectations are the same, the quality of services are recognized them satisfactory.
For each parameter of the quality of services, there are two variables (conditional) - the expected and actual buyer. The difference between these two values \u200b\u200bis called the divergence (Mismatch) and assesses the degree of satisfaction of customer quality services. In the western economic literature, this difference is often called the term "gap" (gap).
Quality of service in logistics will be determined by the degree of discrepancy between expected and actual parameters, although, of course, score discrepancies will be subjective. Parameters assessing the quality of services are::
• tangibility - the physical environment in which services are delivered (the interior service company, office, equipment, appearance of personnel, etc.);
• Reliability - accuracy in the timeliness (eg, physical distribution delivery of goods at a specified time and place);
• Responsibility - the desire of staff service company to help the buyer and guarantees the performance of services;
• completeness - having the necessary knowledge and skills, competence of staff;
• Accessibility - the ease of establishing contacts with service firm that is convenient for the buyer while providing services;
• Safety - no risk and a lack of buyers (for example, providing of cargo for physical distribution);
• courtesy - correctness, courtesy of staff;
• rapport with the buyer - a sincere interest to the buyer, the ability of staff to enter into the role of the buyer and the knowledge it needs.
Consumer expectations in assessing the quality of services built based on:
• Speech Communication (rumors), ie, the information about the services that buyers will know from other buyers;
• personal needs. This factor relates to the identity of the buyer, its inquiries, reporting on the quality of services and associated with his character, political, religious, social and other perspectives;
• past experience, ie, such services have already proved in the past;
• external messages {Communications) - information received from service providers, radio, television, the press (advertising media).
to streamline logistics management in the channels promotion and sales of goods is necessary: \u200b\u200bfirstly, to estimate correctly the parameters of service quality, and secondly, to build management so as to reduce to minimize the discrepancy between expected and actual levels of service quality.
For this purpose, various methods of assessment, such as personal surveys of buyers, expert evaluation, statistical methods, etc. The difficulty lies in the fact that most of the parameters of quality of services can not be measured quantitatively, ie to obtain a formal assessment.
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