Assessment of the quality of logistics services based on the balanced scorecard
O. A. Kurnosova-Yurkova
Automobile-Road Institute of State Higher Educational Establishment «Donetsk National Technical University»
Annotation: This paper proposes a method of assessing the quality of integrated logistics services based on generalized balanced scorecard, which allows to evaluate the quality of logistics services and to provide information and analytical support management decisions in the process of improvement in the industry. Assessment of quality is aimed at establishing the status and characteristics of the complex logistics services, identification of «bottlenecks» in the logistics system and developing ways to overcome them. Using the method of assessing the quality of logistics services in the practice of management activity allows informationanalytical support and makes the adoption of reasonable and informed decisions while improving logistics business processes. In addition, the proposed method is a basis for the development of modern logistics service management methodology in industrial plants.
Keywords: balanced scorecard, integral evaluation, logistics service, logistics service quality assessment.
Pages: 163-168.
Link for citation: Kurnosova-Yurkova, O. A. Assessment of the quality of logistics services based on the balanced scorecard. – Text : electronic. – In: Economics of Civil Engineering and Municipal Economy. – 2014. – Vol. 10, N 2. – Р. 163-168. – URL: https://donnasa.ru/publish_house/journals/esgh/2014-2/10_kurnosova-yurkova.pdf (date of access: 01.09.2024). (in Russian)
Vol. 10, N 2 (2014)Journal: Economics of Civil Engineering and Municipal Economy
Publish house: Donbas National Academy of Civil Engineering and Architecture