Logistics Service Improvement in a Railway Freight Operator

This graduate qualification work was written to describe the improvement of the logistics service process through the introduction of the practice of using service contracts. The work was done on the example of JSC “First freight company”, which is one of the largest railway freight operators in Russia. The main objectives of this work are to analyze the activities of JSC “First freight company”, including its financial position to determine the current ability of the company to compete in the rail freight market, as well as the audit of business processes in the activities of JSC “First freight company” in the field of service on the example of interaction between the railway freight operator and its key client PJSC “Novolipetsk metallurgical combine”. As a result of the calculation of the economic efficiency of the introduction of service contracts in the company, an increase of return on assets was revealed. The conclusion of service contracts is recommended for key customers of JSC “First freight company”, which bring the greatest income from transportation for the railway freight operator.