Abstract:
The article represents a summary of my previous work on the above topic. It proposes a
conceptual approach to transport services quality management. It is based on the principles of
logistical management, management of relationships with consumers, harmonization of the
enterprise management system, based on the quality and the use of principles of a synergetic
systemic approach.
The synergetic, systemic approach suggests the formation of a self-organizing quality
management system for transport services (cybernetic adaptive, in which the accumulation of
experience, the memorization and structuring of information is expressed in a change in the
structure of the system and the level of its organization).
The scientific novelty of the proposed approach to transport services quality management
consists in the integration of the principles of the TQM concept and logistics, the application of a
variable approach to selecting technologies for improving the processes of transport and logistics
services; comparison of consumer assessment of motor transport services with an evaluation of the
quality of processes of its formation. The proposed methodological approach to evaluation takes into account the influence of
integrated processes on the final result formation, as well as the effectiveness of each process
execution. The implementation of this approach will provide a reasonable choice of methods for
providing and improving the quality of transport services, the effectiveness of creating/improving
the management system.
