Analysis of volume and quality indicators of the East Siberian territorial center of corporate transport services in order to improve the quality of services provided to railway transport customers

Abstract

The authors carried out a factor analysis of the volume and quality indicators of the functioning of the territorial Center of branded transport services of JSC «Russian Railways» in order to improve the quality of providing services to railway transport customers in new economic conditions. The main basic principles of the corporate system of organizing the internal and external customer orientation are considered. Currently, the doctrine in the field of providing high-quality services is to satisfy consumers of transport services in freight transportation, improve business efficiency by balancing commercial and customer-oriented policies in this area, improve the quality of freight forwarding services, taking into account the prerequisites for creating special requirements for the stability, efficiency and safety of the organization of the transportation process. Among the priorities of JSC «Russian Railways» is increasing the volume of goods transported by rail and, as a result, the increase of the company’s revenues. To achieve this goal, first of all, the comprehensive development of transport infrastructure and improvement of the service quality are required. This can be achieved through the introduction of advanced technologies, the overall optimization of the transportation process, the expansion of the list of services provided, the modernization of 3PL and 4PL services, the creation of optimal end-to-end door-to-door transport and logistics services, the provision of economically sound products in a single window format, the integration of global supply chains, the creation of IT is a springboard and the formation of competencies to prepare for the launch of products in the range of 5PL services. The need to include a customer-oriented approach in the processes of digital marketing companies is directly related to the change in the role of the client in the paradigm of business services implementation at the level of creating a value proposition, which will improve the system of service delivery, increase enterprise revenues, and ensure  of the fulfilment of government and social objectives. Thus, to assess the customer orientation of a transport company, a wide range of methods can be used, which involve the calculation of quantitative and qualitative indicators, and also allow to characterize the effectiveness of building long-term relationships with customers from different sides based on the introduction of an end-to-end management (planning) system in the field of multimodal transportation to form a guaranteed cargo base and proactive planning of infrastructure measures that meet the needs of transport and logistics services.