Improving the methodology for assessing the efficiency of business processes of transport enterprises in the integrated logistics flow management system

Abstract

The article reveals the role of the quality of transport and forwarding services in increasing the efficiency of business processes of transport enterprises in the integrated logistics flow management system. Transport services include many aspects and are considered as activities of freight forwarding enterprises related to the movement of goods in space and time, providing various services, such as transportation, loading and unloading operations, insurance and storage. The main problems of transport services include: coordination of the cost of service taking into account possible risks, compliance with delivery deadlines, compliance of service quality with the requirements set by the customer, ensuring a high level of reliability of transportation.

To increase the efficiency of business processes of transport enterprises, a methodology for assessing the quality of freight forwarding services of transport enterprises was proposed, which is based on calculating the integral indicator of the quality of freight forwarding services of transport enterprises as the sum of weighted point (expert) assessments. To improve the methodology for assessing the quality of freight forwarding services of transport enterprises, criteria for assessing the importance of freight forwarding services were formed; a system of indicators for assessing the quality of transport and forwarding services has been proposed, namely: delivery reliability, transportation tariff, service quality, personnel qualifications, quality of supporting documentation; the importance of indicators of the quality of transport and forwarding services of a transport enterprise has been determined; a mathematical dependence for determining the quality of transport and forwarding services of a transport enterprise has been constructed. The proposed methodology was tested to assess the efficiency of business processes on the example of LLC "Ukravtologistika".

The proposed methodology is of significant practical importance for the management of transport enterprises. It provides management with a tool for regular monitoring of the quality of its services, identifying "bottlenecks" in business processes and making informed management decisions. Systematic application of this methodology will allow not only to improve the quality of service, but also to optimize internal processes, reduce costs and strengthen the company's business reputation. This, in turn, will help ensure the stability and long-term competitiveness of transport companies in the logistics services market.