QUALITY MANAGEMENT OF PROVISION OF TRANSPORT SERVICES BY SPECIAL EQUIPMENT ON THE BASIS OF CREATIVE APPROACHES

Abstract

The article is devoted to the consideration of key aspects of quality management of transport services by special equipment. The importance of quality management of transport services using a customer-oriented approach is considered.

Effective quality management of transport services allows companies in this area to best meet the needs of consumers (customers) and increase competitiveness and profitability.

Quality management of transport services by special equipment is a set of approaches, methods, methods of effective provision of transport services by special equipment, compliance with requirements, terms, norms and standards, in order to meet customer needs.

The object of the study was one of the leading enterprises of the Volyn region LLC “SPETS TECH ZAKHID”, the main activities of which are the provision of special equipment, freight, rental of special equipment, sale of bulk construction materials (sand, gravel, cement).

The article presents an assessment of the level of quality of transport services by special equipment from the point of view of the enterprise and from the point of view of customers. It was determined that LLC “SPEC TECH ZAKHID” overestimates the level of quality of its services to customers. The overall adequacy ratio of quality assessment was 0.91. But in general, both customers and the company itself assessed the level of quality of service at a high level.

In order to develop an effective mechanism to improve the quality of transport services, the company needs to adequately assess the effectiveness of quality management of transport services. To this end, in the course of the study, we diagnosed the existing quality management system for the provision of transport services at LLC “SPETS TECH ZAKHID”.

It was found that the company has a number of positive approaches to quality management of transport services with special equipment, but there are some reserves for improvement and refinement.

Based on the conducted research and analysis for LLC “SPETS TECH ZAKHID”, it is necessary to implement a number of creative measures to improve the quality management of transport services by special equipment, in particular: to introduce the position of customer relations and quality manager; develop and implement a quality management system (QMS) and obtain ISO certification, use such innovative creative methods of forecasting and improving quality and management as: benchmarking, controlling, budgeting, ABC analysis, Paretto principle, “Just in time” approach, outsourcing, insourcing and others; systematically conduct internal and external quantitative and qualitative (expert) assessment of the quality of transport services with mandatory customer surveys, improve and supplement information about the company and its services on the site, disseminate information in the media, strengthen the positive image of the company; to improve methods and means of feedback with customers by introducing the service on the site “We will call you back”, supplementing the site of the company with the section “Customer opinion”; develop an effective system of work motivation, which would encourage employees to perform their work well and be polite to customers; to improve organizational culture.