IDENTIFICATION OF PROCESS IMPROVEMENT NEEDS IN A SELECTED DISTRIBUTION CENTRE

1 STANIEWSKA Ewa
Co-authors:
1 GORSKA Monika 1 KOLMASIAK Cezary
Institution:
1 Czestochowa University of Technology, Faculty of Production Engineering and Materials Technology, Czestochowa, Poland, EU, kolma@wip.pcz.pl
Conference:
CLC 2018 - Carpathian Logistics Congress, Wellness Hotel Step, Prague, Czech Republic, EU, December 3 - 5, 2018
Proceedings:
Proceedings CLC 2018 - Carpathian Logistics Congress
Pages:
555-560
ISBN:
978-80-87294-88-8
ISSN:
2694-9318
Published:
18th April 2019
Proceedings of the conference were published in Web of Science.
Metrics:
374 views / 152 downloads
Abstract

In order to maintain their position on the market, enterprises are forced to constantly improve every sphere of their activity. The aim of this work was to identify and analyze the needs of improvement, perceived from the perspective of superiors and employees directly involved in the processes of providing services in a selected distribution center. It allows to identify areas affecting distribution processes and to determine on this basis the model of initiating improvement actions. The implementation of the work objective was based on surveys conducted in a purposely selected distribution unit. In order to identify places requiring improvement, a process map was created and the SERVQUAL method was used to assess the quality of services provided. The results of the research allowed to determine the occurrence of possible disturbances of the process in its individual stages and enabled the identification of areas requiring the development of new standards.

Keywords: improvement, distribution center, SERVQUAL

© This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

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