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Klienditeeninduse kvaliteedi parendamisest saavutatav majanduslik efekt Eesti-siseste maanteevedude korraldamisel AS Schenker näitel

Leif, Kerttu (2016) Klienditeeninduse kvaliteedi parendamisest saavutatav majanduslik efekt Eesti-siseste maanteevedude korraldamisel AS Schenker näitel. [thesis] [en] The economic effect achieved due to the improvement of customer service quality in organizing Estonian internal road transport on the example of Schenker Ltd..

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Abstract

Klienditeenindus on ettevõtte tegevuste ja abinõude süsteem, mille eesmärgiks klientide tellimuste täitmine ja kaupade kohaletoimetamine neid rahuldaval moel ja ajal koos kliendile vajalikuks osutuvate lisateenustega, eesmärgiga lisada kaupadele väärtust ning saavutada kliendi rahulolu ja ettevõtte ärieesmärkide täitumine. Tänapäeva äritegevuses on üldtuntud fakt, et klienditeenindus on kriitiline faktor klientide võitmisel ja hoidmisel. Kliendid esitavad kõrgeid nõudmisi tarnijate tegevusele praktiliselt kõikidel turgudel, seda eriti kohaletoimetamise teenuse osas. Paljudes organisatsioonides on kontsentreerumine laovarude vähendamisele andnud neile põhjust jälgida tähelepanelikult tarnete kohaletoimetamise kvaliteeti. Samuti sunnib tarnijaid pingutama nendevaheline tihe konkurents. Antud töö eesmärgiks on klienditeenindustaseme kvaliteeti tõstmine läbi saadetiste kätte toimetamist takistavate tegurite väljaselgitamise ja nende mõjude vähendamise kaudu majandusliku efekti saavutamine. Ettevõtte AS Schenkeri kohaletoimetamise probleemide väljaselgitamiseks analüüsis töö autor ettevõttes koostatavat kliendikaebuste registrit. Esinenud kaebused olid järgnevad: saadetise vedu valele saajale, puudub EPOD, kaup viimata kuna seisab terminalis, kaup on vigastatud, saadetis ei kajastu infosüsteemis, vabade veovahendite nappus, terminali-poolne vale markeering, ei jõudnud veoringile kuna haagis hilines, tõrked korjevedudel ja autojuhi ebaviisakas käitumine. Sealt toodi välja neli kõige rohkem esinenud mõjurit veograafikutest mitte kinni pidamisel. Nendeks on saadetise vedu valele aadressile, kaup viimata kuna seisab terminalis, saadetis ei kajastu infosüsteemis ja terminalipoole vale markeering. Nende tegurite ära hoidmiseks tegi töö autor ettevõttele AS Schenker neli parendusettepanekuid kõrvalkallete vähendamiseks, mis tõstaks klientiteenindustaseme kvaliteeti. Kõige rohkem esineva probleemi, milleks on saadetise vedu valele aadressile, ära hoidmiseks pakkus töö autor vedajafirmale uue tariifimäära loomist. Sel juhul oleksid vedajate poolt põhjustatud tarnevead viidud nulli ning vedajale tuleks juurde maksta ühe tellimuse eest lisa 0,1 eurot. Teiseks ettepanekuks toodi skaneerimist, mis välistaks laadimise käigus saadetiste või selle osa sattumist valedele transpordivahenditele. Lisaks on võimalus tuvastada läbi skaneerimise saadetiste täpset asukohta terminalis. Kolmandaks ettepanekuks toodi töökorralduse muudatus tellimuste korrektseks nägemisesks süsteemis. Terminalitöötajate markeerimisel tehtavate eksimuste vähendamiseks pakuti neljandaks ettepanekuks koos autojuhiga markeerimise teostamist. Töös viidi läbi kliendirahulolu uuring ettevõttes AS Schenker. Tegemist on rahvusvahelise logistikaettevõttega, mis kuulub DB Schenker konserni. Uuringu andmekogumis meetodina kasutati küsitlust, millele vastas 53 ettevõtte klienti 130-st. Uuringu tulmuste järgi võib pidada AS Schenker klientide rahulolu pakutava teenuse suhtes heaks. Kõige parem hinnang anti kauba õigesse kohta toimetamisele. Kõige vähem rahulolu pakub klientidele ettevõttes kaebuste lahendamisele suunatud küsimused: kaebuste vastuvõtja kompetentsus, tellimuse täitmise probleemidest/ tõrgedest teavitamine ning kaebuste lahendamise kiirus ja korrektsus. Uuringu tulemusena jõudis töö auor järelduseni, et ettevõtte efektiivsust ja kliendirahulolu on võimalik tõsta. Rahuloluv klient jätkab ka edasipidi ettevõtte teenuse kasutamist ning loob pikaajalised koostöösuhted. Majanduslik efekt peale nelja ettepaneku rakendamist ettevõttes AS Schenker oleks Tallinna piirkonnas 2015. aasta näitajate põhjal 10 647,9 eurot. Selle saamiseks on lähtutud kliendikaebuste stastikas olevate kõrvalkallete osakaaludele, mis põhinevad 2015. aasta andmetel. Kui esialgu moodustas kõrvalkallete hulk kogu tarnitud saadetistest 3,0%, siis peale ettpanekute rakendamist on võimalik saavutada klienteenindustaseme kvaliteedi tõus 2,0%. Autor arvab, et töö täitis oma eesmärgi kuna uurimistulemuste analüüs sai teostatud ning nende põhjal said tehtud järeldused ning toodi välja ettepanekud. Ettevõte saab antud töö tulemust kasutades viia sisse muudatusi, mis parendaksid nende tarnete tõhusust ning tagaks konkurentsis püsimist teiste transpordiettevõtetega.

Abstract [en]

Nowadays, as the awareness of customers has increased, their demands are increasingly rising as well – high-quality customer service, accurate information and quick access to both is expected. If you know your customer very well, it is possible to meet and even exceed those expectations, winning in exchange their trust and loyalty. Therefore, it is very important that companies have knowledge about what the customers consider important in their activity, as well as what they are satisfied with in the activity of the service provider. A satisfied customer comes back and recommends the company also to his friends and colleagues. The topic of this final thesis is „The economic effect achieved due to the improvement of customer service quality in organizing Estonian internal road transport on the example of Schenker Ltd”. The problem lies in the abnormalities in sticking to the carriage schedule when distributing shipments in Estonia, which results in customer dissatisfaction with the quality of service. To add to the customer dissatisfaction in case the delivery of the shipments is stuck due to the late delivery of the carrier, the shipment must be stored in the terminal and the transport service must be repeated the next day, which in turn increases the net cost of the distribution. The author of the thesis chose this topic because customer satisfaction with the company's services is always very actual, since it is well known that satisfied customers are the foundation of a successful business. Knowing on what basis customers appreciate the providers, and how satisfied they are with this company, managers can focus their attention on the improvement of areas that are important to customers and that are still weak in the company. The aim of the final thesis is to raise the quality of the level of customer service through identifying the obstacles of delivering shipments and achieving economic effect through reducing their impact. Based on the aim of the thesis, the following research tasks have been set: • to research relevant literature; • to highlight the statistics on the company's transport deviations; • to analyse statistics on customer complaints; • to carry out a satisfaction survey among the company's customers; • to prepare proposals to improve the service – to raise the quality. In order to achieve the objectives, the statistics regarding the delivery of shipments in the company's databases is analyzed, in addition the statistics on customer complaints is a secondary data source. A combination of qualitative and quantitative methods is used in the satisfaction survey. The author of the thesis carried out an electronic questionnaire among the customers of Schenker Ltd. asking them to evaluate their satisfaction with the service on a five-point scale. In order to identify the delivery problems of the company Schenker Ltd., the author of the thesis analysed the customer complaints register compiled in the company. Complaints that have occurred were as follows: delivering the shipment to the wrong address, the lack of electonic proof of delivery (EPOD), shipments not delivered because it is stuck in the terminal, the shipments are damaged, the shipment is not reflected in the information system, the lack of free transport means, wrong marking by the terminal, did not make it to the distribution round because the trailer was late, failures in pick up and the driver’s rude behaviour. From the ones mentioned, four most common factors in not sticking to the delivery schedules were outlined. These include delivering the shipment to the wrong address, shipments not delivered because it is stuck in the terminal, the shipment is not reflected in the information system, wrong marking by the terminal. In order to prevent these factors the author of the thesis made four proposals to the company Schenker Ltd. that would help reduce the deviations, which would increase the level of customer service quality. In order to prevent the most common problem, namely delivering the shipment to the wrong address, the author of the thesis proposed the creation of a new tariff rate for the carrier company. In this case, the delivery mistakes would decrease to zero and the carrier should be paid 0,1 euros per a single order. The second proposition was to take into use one extra scanning, which would prevent getting the shipment or part of it to wrong vehicle during the loading. In addition, scanning makes it possible to identify the exact location of the shipments in the terminal. The third proposal relates to changing the organization of work in order to see the orders correctly in the system. In order to reduce the errors made by the terminal employees in marking the fourth proposal was about performing the marking together with the driver. A customer satisfaction survey in Schenker Ltd. was carried out in the thesis. It is an international logistics company, which is part of the DB Schenker group. A questionnaire, which was answered by 53 customers out of the company's 130 customers, was used as the data collection method of the study. Based on the results of the study, the customer satisfaction with the service offered by Schenker Ltd. can be considered high. The best rating was given to the delivery of goods to the correct location. The issues related to the solving of complaints by the company give least satisfaction to the customers: the competency of the recipient of a complaint, informing the customer about problems/ failures to complete the order and the speed and correctness of handling complaints. As a result of the study, the author of the thesis came to the conclusion that the work of the company can be improved and customer satisfaction enhanced. A satisfied customer will also continue to further use the service of the company, and creates long-term cooperative relationships. The increase in the level of customer service quality due to the reduction of barriers to delivery would be 10 647,9 euros in the region on Tallinn based on the indicators of the year 2015. This is based on the proportion of deviations in the statistics on customer complaints, which is based on the data of the year 2015. When initially the deviations accounted for 3.0% of all the delivered shipments, an increase of 2,0% in the level of customer service quality can be achieved after the implementation of the proposals. The author believes that the thesis met its objective as the analysis of the research results was carried out and on the basis of these conclusions and proposals were made. By using the results of the thesis the company will be able to carry out changes that would improve the efficiency of their deliveries and ensure that the company remains in the competition with other transport companies.

Item Type: thesis
Advisor: Tõnu Mägi
Subjects: Transport > Tansport of goods
Divisions: Faculty of Transport (until 2017) > Transport and Logistics
Depositing User: Kerttu Leif
Date Deposited: 01 Jun 2016 06:29
Last Modified: 01 Jun 2016 06:29
URI: http://eprints.tktk.ee/id/eprint/1910

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