Developing the Logistics Services Quality Management Procedure of JSC "RZD"

Nowadays the most companies have to operate in the conditions characterized by the need to adapt to a rapidly changing external environment which lead to the displacement possibilities to gain a competitive edge in the area of effective strategy of high-quality personal service aimed at retaining customers and strengthening long-term relationships. The aim of this work is to develop the logistics services quality management procedure of JSC «RZD» on the basis of realizing principles of customer-oriented approach. Testing of the developed basic procedure for logistics service quality management was made on the basis of one of the key clients of JSC «RZD» – the company «EVRAZ». Assessed the economic efficiency of the proposed solutions for one of the twenty-five prospective clients of JSC «RZD» with a model of strategic profits has led to the conclusion about the positive economic results of realizing the developed procedures (increase return on equity by +0.1 p.p.). The practical significance of the issue of logistics service quality management of the company JSC «RZD» is the potential use of the individual results of this study by the management of the company JSC «RZD» for the decisions of tasks on improvement of logistics service quality management of company.