Service Level Improvement in a Logistics Provider

The purpose of the final qualifying work is to develop solutions aimed at improving business processes and allowing to increase the level of logistics services in small forwarding enterprises. In the theoretical part, the features of the functioning of small forwarding companies were studied, an analysis was made of the effectiveness of the process approach to management in organizations of the transport services sector, an overview of business process modelling methods and the possibility of optimizing these processes was presented. In the practical part, the main business processes of the freight forwarding company were studied and modelled and shortcomings were identified. After measures were developed to improve business processes, with further modelling, and the economic efficiency of the proposed solutions was assessed. Due to the proposed solutions, the level of service has been enhanced by: • shorten the order cycle; • improve the reliability of suppliers; • increase the speed of response to customer requests; • reduction of errors due to manual entry, due to the automation of filling out documents; • reduce the cost of transportation; • price reduction for the client, which increased the competitiveness of the company. The return on equity was increased by 9,37%.