Development of a Quality Management System for the Company’s Logistics Service

Student: Ammosova Tuiaara

Supervisor: Vladimir Nikolayevich Penzev

Educational Programme: Innovative Technologies in Supply Chain Management (Master)

Year of Graduation: 2021

Ammosova Tuiaara Vladimirovna. Development of a quality management system for logistics services in the company. Annotation. The master's dissertation considers an attempt to develop a simulation model of a logistics service quality management system in a company, focused on increasing its competitiveness by improving the quality of the company's logistics service and introducing the "feedback" indicator into the KPI. This study analyzes the theoretical and methodological foundations of the formation of logistics services at the enterprise, analyzes the academic provisions of the quality management system of logistics services, and methods for assessing the quality of logistics services. An analysis of the «Pony Express» branch's economic, financial, and economic activities in Yakutsk was carried out. A set of performance indicators was developed for the logistics service of the «Pony Express» branch in Yakutsk. Keywords: logistics service, quality of logistics services, KPI, "feedback" indicator, quality management system.

Student Theses at HSE must be completed in accordance with the University Rules and regulations specified by each educational programme.

Summaries of all theses must be published and made freely available on the HSE website.

The full text of a thesis can be published in open access on the HSE website only if the authoring student (copyright holder) agrees, or, if the thesis was written by a team of students, if all the co-authors (copyright holders) agree. After a thesis is published on the HSE website, it obtains the status of an online publication.

Student theses are objects of copyright and their use is subject to limitations in accordance with the Russian Federation’s law on intellectual property.

In the event that a thesis is quoted or otherwise used, reference to the author’s name and the source of quotation is required.

Search all student theses