ASSESSMENT OF THE QUALITY OF THE ORGANIZATION OF THE SYSTEM OF LOGISTIC SERVICE AT INDUSTRIAL ENTERPRISES
The world economic crisis of 2008-2009 led to the emergence of the neoindustrialization paradigm, defining a new wave of development of the Total Quality Management (TQM) concept in the field of logistics services, which is considered as a key factor in achieving competitive advantages in the global business environment. Theoretical and methodological analysis of the literature has shown that, at present, there is no single integrated approach to assessing the quality of logistics services. The developed systems of indicators often overlap, slightly supplemented by separate indicators, and are mainly based on the experts' subjective assessments, since they contain parameters that are difficult to formalize and quantitatively analyze. As a result, logistics specialists are forced to operate with such general indicators as the number of failures, service time, service cost, etc. The author has hypothesized that the complexity of the business processes occurring in supply chains determines the need for assessing the quality of not a single service, but the entire logistics service system. This approach allows us to give a quantitative and qualitative characterization of its state as an integral organism in relation to the external business environment and at the same time a complex system, including organizational, production, financial, managerial and other structures in all their interrelations. Effectively and efficiently organized logistics service system determines the high level of service in industrial enterprises. In addition, indicators of the quality of logistics services should be closely linked to the strategic objectives of the production and economic systems. At present, such linking is possible only on the basis of the concept of the balanced scorecard (BCS). The integration of the provisions of the SSP and TQM allows you to develop a modern system of indicators for assessing the quality of organization of the logistics service system of industrial enterprises and formalize the process of its assessment. The BCS translates the organization’s strategy into understandable indicators that should be permanently monitored and controlled, and TQM creates the necessary conditions for the successful achievement of the planned goals. In this regard, the method of assessing the quality of the organization of the logistics service system has been improved. It is based on determining the value of the integral indicator on the basis of the geometric average of generalizing indicators on aspects of a modified system of balanced indicators: “quality of financial support for a logistics service system”, “quality of internal logistics business processes”, “quality of customer service logistics”, “quality of work with counterparties in the logistics service system”,“quality of staffing for the logistics service system ”. Depending on the valuesof the integral indicator, the proposed quality levels of the organization of the logistics service system are: extremely low quality (0.00-0.20), low quality (0.20-0.37), medium quality (0.370.63), high quality (0.63-0.80), world-class quality (0.80-1.00). The use of the proposed approach in the practice of management allows you to provide information and analytical support and leads to the adoption of sound and balanced decisions when choosing a logistics service strategy when serving supply chains of industrial enterprises.