In conditions of "market of buyer" seller is compelled to build the activity proceeding from consumer demand. Thus demand isn't limited by demand for the goods. The buyer dictates his conditions as well in the field of structure and quality of the services rendered to him in the process of delivery of these goods.
Service, in general understanding of this term, means someone's action which benefits, helps to another. Work on rendering of services, i.e. onsatisfaction of someones needs, is called as service.
The nature of logistic activity assumes possibility of rendering to the consumer of a material stream various logistic services.
All works in the field of logistic service can be subdivided into three main groups:
♦ preselling, i.e. works on formation of system of logistic service;
♦works on rendering logistic services, carried out in the process of sale of the goods;
♦ after-sale logistic service.
Before the beginning of realization process work in the field of logistic service includes generally definition of policy of firm in the sphere of rendering of services, and also their planning.
In the process of realization of the goods can be rendered various logistic services, for example:
♦ existence of commodity stocks in a warehouse;
♦ order execution, including selection range, packing, formation of cargo units and other operations;
♦ ensuring reliability of delivery;
♦ providing information on passing of cargoes.
After-sale service is a guarantee service, obligations on consideration of claims of buyers, exchange etc.
Formation of system of logistic service
The consumer at a choice of the supplier takes into consideration possibilities of the last in the field of logistic service, i.e. assortment and quality of offered services influences on the competitiveness of the supplier. On the other hand, expansion of a services sector is interfaced by additional expenses.
The wide nomenclature of logistic services, considerable range, influence of services on competitiveness of firm and size of expenses, and some other factors emphasize need for firm to have precisely certain strategy in the field of logistic service of consumers.
Resources of the company concentrate on granting to buyers the most important services for them.
Level of logistic service. Criteria of quality of logistic service.
For an assessment of quality of logistic service are used the following criteria:
♦ reliability of delivery;
♦ total time from obtaining the order to delivery ofgoods consignment;
♦ flexibility of delivery;
♦ existence of stocks in a warehouse of the supplier;
♦ possibility of granting credits, and others.
Let's characterize the first of three called criteria.
Reliability of delivery is ability of the supplier to observe the terms of delivery caused by the contract in the established limits. Reliability of delivery is defined by reliability of observance of performance terms of separate types of works which are included by delivery process.
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The essential factor influencing on reliability of delivery is existence of the obligations (guarantees) provided by the contract owing to which the supplier bears responsibility in case of violation of terms of delivery.
Total time from obtaining the order to delivery of a consignment of goods includes:
♦ time of registration of the order;
♦ manufacturing time (this time is added to delivery term,ordered goods at first should be prepared);
♦ packing time;
♦ time of shipment,
♦ delivery time.
Observance of the term of delivery specified in the contract depends on how precisely maintained the components listed above. For example, it can happen that the received order will lie without movement. The planned terms of manufacturing of the goods or the terms of transportation declared by the forwarding agent can not be observed.
Flexibility of delivery means ability of delivering system to consider special provisions (or wishes) of clients. It carries:
3. Object of logistics, as we know, is the through material stream, nevertheless on separate sites management of it has known specifics. According to this specifics carry out five functional areas of logistics: purchasing, production, distributive, transport and information which are in detail studied in the following chapters of the textbook. In the present paragraph we will specify specifics of each functional area and its place in the general system of logistics.
1. In the course of providing the enterprise with raw materials and materials problems of purchasing logistics are solved. At this stage suppliers are studied and get out, contracts are signed and their execution is supervised, measures in case of violation of terms of delivery are taken. Any manufacturing enterprise has service which carries out the listed functions. Logistic approach to management of material streams demands that the activity of this service connected with formation of parameters of a through material stream, wasn't isolated, and submitted to strategy of management by a through material stream. At the same time the tasks solved in the course of finishing of a material stream from finished goods warehouses of the supplier to shops of the enterprise the consumer, have known specifics that was at the bottom of allocation of the isolated section of logistics - purchasing logistics.
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1.Foreign experience shows that the logistics possesses strategically important role in modern business. Not casually more and more the experts who have achieved success in this area, moves ahead to the highest positions in the management of the companies. From business positions as logistics understand effective management material and accompanying (information, financial, service) streams for achievement of the corporate purposes with optimum expenses of all resources. Now in the advanced firms traditional functional areas of logistics (transportation, stockpile management, purchases and orders, warehousing, cargo handling, packing) were integrated on the basis of the general information and computer platform, having formed strategic innovative system. Introduction of methods of logistic management in practice of business allows firms to reduce considerably all types of stocks of production in production, supply and sale, to accelerate turnover of working capital, to reduce cost of production and expense in distribution, to provide the fullest satisfaction of consumers as goods and service.
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In the Russian market logistic concepts and systems in business advance generally foreign firms and the enterprises with participation of the foreign capital. The domestic companies in the majority watchfully treat introduction of logistic innovations. However, despite a difficult economic situation, it is perspective conceiving heads of many firms, often intuitively feeling logistics potential in respect of obtaining competitive advantages and consolidation of the situation in business, or based on the western experience, seek to introduce logistic concepts and systems.
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Reliability of delivery is ability of the supplier to observe the terms of delivery caused by the contract in the established limits. Reliability of delivery is defined by reliability of observance of performance terms of separate types of works which are included by delivery process.
The essential factor influencing on reliability of delivery is existence of the obligations (guarantees) provided by the contract owing to which the supplier bears responsibility in case of violation of terms of delivery.
Total time from obtaining the order to delivery of a consignment of goods includes:
♦ time of registration of the order;
♦ manufacturing time (this time is added to delivery term,ordered goods at first should be prepared)
♦ packing time;
♦ time of shipment,
♦ delivery time.
Observance of the term of delivery specified in the contract depends on how precisely maintained the components listed above. For example, it can happen that the received order will lie without movement. The planned terms of manufacturing of the goods or the terms of transportation declared by the forwarding agent can not be observed.
3. . .
