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Ansatzpunkte und Probleme bei der Messung der Servicequalität in Logistikunternehmen

Ansatzpunkte und Probleme bei der Messung der Servicequalität in Logistikunternehmen

          
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About the Book

Inhaltsangabe: Einleitung: Die vorliegende Arbeit analysiert die Servicequalität als entscheidendes Differenzierungsinstrument logistischer Dienstleister. Erfolgreiches Management ist auch in Logistikunternehmen nicht ohne Messung möglich. Auf der Grundlage gemessener Servicequalität können Kundenbeziehungen verbessert, Mitarbeitermotivationen gefördert und letztlich Umsatzrenditen gesteigert werden. Viele Unternehmen verweisen auf ihre Qualität, wenn sie einmal die Hürde des Zertifikates genommen haben, ohne sich aber weiterhin um Qualität zu kümmern. Findet überhaupt echtes Qualitätsmanagement statt oder versteckt sich das Unternehmen hinter den Richtlinien im Handbuch? Die theoretisch plausiblen Messinstrumente für Servicequalität werden in dieser Arbeit erstmalig in die praktische Logistik transferiert und kritisch auf eine mögliche Implementierung in Logistikunternehmen geprüft. Die Systematisierung in kunden- und anbieterorientierte Messverfahren zeigt das ganze Spektrum logistischer Positionierungspotentiale. So können kundenorientierte Servicemessungen des Handels nicht per se in Speditionen durchgeführt werden. Es bedarf einer Differenzierung, die auch für anbieterorientierte Qualität gilt. Lange bevor die Messung der Servicequalität im speditionellen Bereich Einzug erhielt, entwickelten sich im industriellen Sektor erfolgreiche Messinstrumente. Tragen multiattributive Verfahren zur Kundenbindung bei? Ist Poka Yoke bei einer Selbstabholung möglich? Können mit Hilfe einer FRAP in der Sammelgutspedition strategische Folgekosten eingespart werden? Welche Erkenntnisse können aus einer Logistik-FMEA im Seetransport gewonnen werden? Mit dieser Arbeit wird dem Leser ein Überblick über Verfahren der Servicemessung in der speditionellen und logistischen Praxis vermittelt. Vor- und Nachteile einzelner Instrumente werden bewusst vor dem Hintergrund verschiedener Verkehrsträger angesprochen. Praxisorientierte Beispiele verdeutlichen die Potentiale der Servicequalität.


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Product Details
  • ISBN-13: 9783838652825
  • Publisher: Diplom.de
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 6 mm
  • Width: 148 mm
  • ISBN-10: 3838652827
  • Publisher Date: 03 Apr 2002
  • Height: 210 mm
  • No of Pages: 106
  • Series Title: German
  • Weight: 149 gr


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