Improving Delivery Service Quality: a Case Study of a Logistics Service Provider

Student: Sysorova Valeriia

Educational Programme: Logistics and Supply Chain Management (Bachelor)

Year of Graduation: 2018

The purpose of this work is to improve the level of the logistics service of the company that provides logistics service for e-commerce. The purpose was achieved by solving the following objectives: analyzing the business activities of the logistics service provider, the competitive environment, trends in e-commerce market, identifying the main problems of the company, analyzing main scientific approaches to solve the problems, implementing the developed approach to improve the quality of logistics service, cost-effectiveness analysis. In this graduate work the company was advised to use its own delivery service in order to shorten the order execution cycle, and also ensure delivery at time windows. As a method for improving the delivery service it was decided to use simulation modeling. Also a methodology was proposed to measure the quality of the company's logistics service.

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