Improving the Process Fulfillment of Client`s Order on Example of OOO "Leaap"

Abstract This study aims to examine the market of forwarding services, identify characteristics and also describe the factors that give organizations the opportunity to enter new markets. Moreover, in this graduate qualification work, the task is to optimize and improve the performance of the customer order in LLC "Leaap". Because the performance indicators of an organization depend on the quality of the services performed. The result of the conducted analysis of the situation in the forwarding enterprise should be the identified existing shortages and the ways of their solution. This problem has been little studied and requires further research. The paper also examines the various performance indicators of the company, the key parties, and the process of implementing the client's order is considered in detail. The study analyzes the main aspects of managing the delivery process, gives the characteristics of transportation management, and describes the role of freight forwarding companies in the organization of the delivery process. To solve existing problems, the marketing questioning (questioning) of clients was applied, shortcomings were identified and a quality assessment was obtained. Subsequently, a statistical model was constructed, recommendations for improving the current activities of LLC "Leaap" were described, and also the effect from the application of recommendations was demonstrated. Keywords: forwarding, transportation, questioning, efficiency, marketing survey