Quality study and improvement of logistic processes on the example of a chosen enterprise

• Autorzy: Molenda Michał

Identyfikatory

DOI

10.1515/mspe-2019-0003

• Języki publikacji: EN

Abstrakty

EN

This article presents the issues of quality research and improvement of logistics processes in the area of distribution of one of selected industrial enterprises. The case described concerns the producer of raw chemical materials, who acts as a supplier for industrial customers. The studied company, due to dynamic changes in product demand, very often outsources the distribution of raw materials to external transport companies. This solution results in limited supervision over commissioned processes, which may lead to increased probability of customer dissatisfaction. The article presents the results of the study of the quality of logistic processes implemented or commissioned in the examined enterprise. The assessment was based on the results of the customer satisfaction survey and the results of the analysis of received complaints regarding deliveries. Analysis of the causes of complaints allowed to identify the actions necessary to improve the quality of logistics processes. This article contains, among others, the criteria for the assessment of transport service providers and a set of recommendations to reduce the risks associated with logistics processes of deliveries.

Słowa kluczowe

EN

quality of logistics processes; quality of deliveries; improvement; quality

• Wydawca: STE GROUP
• Czasopismo: Management Systems in Production Engineering
• Rocznik: 2019
• Tom: nr 1 (27)
• Strony: 18--22
• Opis fizyczny: Bibliogr. 16 poz., rys., tab.

Twórcy

autor

Molenda Michał

• Silesian University of Technology Faculty of Organization and Management Institute of Production Engineering 26 Roosevelta Street., 41-800 Zabrze, Poland

Bibliografia

• [1] Wojtaszak M., Biały W. Measurement system analysis of attribute or continuous data, as a one of the first steps in Lean Six Sigma projects. In: Systems Supporting Production Engineering. Ed. Jan Kaźmierczak. Wydawnictwo PA NOVA S.A., Gliwice, 2013.
• [2] Książek D., Ligarski M.J. The role of the factory production control in the improvement of products and processes. Systemy Wspomagania w Inżynierii Produkcji No. 4, 2016.
• [3] Ligarski M.J.: Problem identification method in certified quality management systems. Quality & Quantity. No. 46, 2012.
• [4] Midor K. Use of Six Sigma in the production process – case study; Systemy Wspomagania w Inżynierii Produkcji vol. 6 iss. 4, 2017
• [5] Matwiejczuk R. (red.): Integracja marketingu i logistyki – wybrane problemy. Oficyna Wydawnicza Politechniki Opolskiej, Opole, 2005
• [6] Gołembska E. Podstawy logistyki. Wydawnictwo Naukowe Wyższej Szkoły Kupieckiej, Łódź, 2006
• [7] Włodarczyk E., Rybak A.. Logistyka dystrybucji w przedsiębiorstwach górniczych; Systemy Wspomagania w Inżynierii Produkcji vol. 6 iss. 2. 2017
• [8] Zarzycka A.M., Systemy dystrybucji w eksporcie, Wydawnictwo Szkoły Głównej Handlowej w Warszawie, Warszawa 2008.
• [9] Odlanicka-Poczobutt M., Kulińska E.; Determinanty procesów planowania transportu wyrobów piwowarskich – studium przypadku; Logistyka 6/2015.
• [10] Franceschini F., Rafele C.; Quality evaluation in logistic services; International Journal of Agile Management Systems 2/1; 2000.
• [11] Mentzer, J.T., Flint, D.J. and Hult, T.M.; Logistics service quality as a segment-customized process; Journal of Marketing, Vol. 65 No. 4, 2001
• [12] Millen R., Sohal A., Moss S.; Quality management in the logistics function: an empirical study; International Journal of Quality & Reliability Management 16 (2), 1999.
• [13] Parasuraman, A. and Grewal, D., The impact of technology on the quality-value-loyalty chain: a research agenda, Journal of Academy of Marketing Science, Vol. 28 No. 1, 2000.
• [14] Rafid, M. and Jaafar, H.S., Measuring customers’ perceptions of logistics service quality of 3PL service providers”, Journal of Business Logistics, Vol. 28 No. 2, 2007.
• [15] Rahman, S., Quality management in logistics: an examination of industry practices”, Supply Chain Management: An international Journal, Vol. 11 No. 3, 2006.
• [16] Wójcik K., Analiza i doskonalenie procesów logistycznych w wybranym przedsiębiorstwie przemysłowym – Praca magisterska, Wydział Organizacji i Zarzadzania, Politechnika Śląska, Gliwice, 2017.

Uwagi

PL

Opracowanie rekordu w ramach umowy 509/P-DUN/2018 ze środków MNiSW przeznaczonych na działalność upowszechniającą naukę (2019).