Stadnik V. Theoretical and methodical basis of freight forwarding componies quality services estimation

This thesis is devoted to study of the conditions, the development of methodological foundations and practical recommendations on increase of efficiency of activity of transport-forwarding companies on the basis of improvement of its quality management system. With this aim the analysis of foreign practice of regulation of freight forwarding activities and the global experience of quality management was done. Systematic approach was selected and recommended as the most effective to quality management feasibility study, which covers all company activities and provides closed-loop quality management at all stages of the life cycle. The theoretical foundations of transport-forwarding company quality management have been reviewed, the main basic concepts in the field of quality was identified. Attention was paid to the evolution of the theory and practice of quality management (foreign and domestic experience). In connection with the practical importance, the questions of the division of responsibility between the carrier and the forwarder were studied. In this regard, the classification of forwarding functions was presented. Proposed to define a cumulative (integrated) quality index of transport output, two options of delivery of goods (rail and vehicles). Complex index, which reflects the quality of transport services provided by these modes of transport was calculated. To complement the information quality system elements of judgment that enable you to manage processes, focusing on the consumer, to assess the perception of the transport-forwarding service quality directly by transport-forwarding company customer by servqual method was asked. Formulated and solved the problem of determining the optimal sampling plan the technical condition of the cargo must be loaded on the ship. The solution to this problem is based on the classical method of statistical sampling of product quality enterprise.