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For organizations providing logistics services, dynamic changes in the external environment impact process performance risk and threaten effective integration of resources, coordinated management of operations and consequently, negatively impact customer satisfaction and loyalty. These processes call for an improvement of logistics service management and an integrated management concept combining the integration of satisfaction analysis processes and the risks that can negatively impact the delivery of a satisfying logistics service. The study focuses on the integration of quality and risk management in the supply chain to examine the theoretical and practical guidelines and address the main risks of non-compliance with the customer and legislative requirements that arise in a constantly changing external environment. The research approach is to look for the synergistic effect of quality and risk management by applying appropriate tools for their integration based on the definition of the applicable conditional variables in the specific existing situation. The analysis conducted to give us reason to believe that the development of a systematic approach, including both satisfaction analysis and risk factor analysis, may be sufficient grounds for initiating improvements in customer service.
For organizations providing logistics services, dynamic changes in the external environment impact process performance risk and threaten effective integration of resources, coordinated management of operations and consequently, negatively impact customer satisfaction and loyalty. These processes call for an improvement of logistics service management and an integrated management concept combining the integration of satisfaction analysis processes and the risks that can negatively impact the delivery of a satisfying logistics service. The study focuses on the integration of quality and risk management in the supply chain to examine the theoretical and practical guidelines and address the main risks of non-compliance with the customer and legislative requirements that arise in a constantly changing external environment. The research approach is to look for the synergistic effect of quality and risk management by applying appropriate tools for their integration based on the definition of the applicable conditional variables in the specific existing situation. The analysis conducted to give us reason to believe that the development of a systematic approach, including both satisfaction analysis and risk factor analysis, may be sufficient grounds for initiating improvements in customer service.
The minimization and elimination of deviations from quality that could cause a failure in the logistics system should be identified at an early stage in order to reduce the costs for recovering the system to its normal operation. The objective of this study is to analyze the contribution of prevention costs related to quality management to the total costs by focusing on the need to undertake priority preventive actions to ensure logistics services that meet the customer’s quality requirements. The methodology of the study includes the integrated application of conventional scientific methods for comparative analysis and Taguchi’s design for accounting regarding the primary costs for quality management with the predominant use of qualitative analysis. By applying these methods, the following groups of costs have been analyzed: prevention and avoidance of nonconforming quality; quality evaluation and control; and covering the costs for nonconforming quality of the logistics services. The contribution of the three groups of costs has been studied. Based on the analyses, this paper comes to the conclusion that the management of those costs by groups of factors for incurring them has the potential to contribute to the improvement of the quality of logistics.
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