Организация логистического сервиса на предприятии

     Попутно открывается мастерская, расположенная  в Железнодорожном районе по адресу ул. Ленина, 50 и два филиала в Ленинском районе (ул. Станиславского, 36) и в Калининском районе (ул. Учительская, 19). Их назначение – послепродажное обслуживание ручного электроинструмента.

     Прежде  всего, цель создания такой мастерской – получение преимущества в конкурентной борьбе. Именно благодаря одновременному развертыванию деятельности по двум направлениям предприятию удалось прочно закрепиться в сфере сбыта электроинструмента.

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   На рисунке 6 представлена структура издержек обращения ООО «Березовский ремонтно-механический завод» в 2009 году.

     Рисунок 6 - Структура издержек обращения  ООО «Березовский ремонтно-механический завод» в 2009 году

     Прибыль от реализации ООО «Березовский ремонтно-механический завод» за период с 2006 года по 2009 год увеличилась в 3,8 раза (с 1,4 млн. руб. до 5,4 млн. руб.).

     В таблице 5 представлены показатели коммерческой деятельности ООО «Березовский ремонтно-механический завод» в 2006 – 2009 годах [31].

     Таблица 5 - Показатели коммерческой деятельности ООО ««Березовский ремонтно-механический завод» в 2006 – 2009 гг., млн. руб.

     Рентабельность  продаж ООО «Березовский ремонтно-механический завод» в 2006 году составила 37 % от объема реализации товаров и услуг, а в 2009 уже 64 %, что свидетельствует об очевидном финансовом росте исследуемого предприятия в области обслуживания населения.  
 
 
 

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            2.2 Анализ функционирования системы логистического сервиса на ООО «Березовский ремонтно-механический завод» 

     В предыдущем пункте курсовой работы уже  говорилось, что в настоящее время  основным видом деятельности ООО «Березовский ремонтно-механический завод» является продажа электроинструмента и его сервисное обслуживание. Поэтому на данном этапе рассмотрим вопрос «что же именно составляет сферу обслуживания» [31]:

1. подготовка к эксплуатации, которая включает в себя действия, помогающие клиенту приобрести электроинструмент, приспособить его к существующим условиям труда, а затем запустить в эксплуатацию;
2. кредитование покупателей, а также прямая продажа комплектующих частей и вспомогательного оборудования;
3. информирование клиентов. Разработка и распространение технической документации, связанной с продвижением товаров на рынок, с эксплуатацией и ремонтом оборудования: руководства пользователя, инструкции по использованию инструмента. Инструкции по технике безопасности;
4. такие услуги, как демонстрация оборудования и особенно обучение потребителя эксплуатации инструмента, также входят в деятельность предприятия;
5. поддержание в рабочем состоянии электроинструмента длительного пользования. В данное направление деятельности входят следующие операции: текущий ремонт, восстановление, предоставление дополнительного оборудования;
6. осуществляется поставка электроинструментов в пункты назначения по предварительным заказам и т.д.

     Один  из филиалов ООО «Березовский ремонтно-механический завод» развернул в трудных условиях рынка деятельность по восстановлению использованных статоров и редукторов электроинструмента.

     Основные  компоненты послепродажного обслуживания в деятельности ООО «Березовский ремонтно-механический завод» представлены в таблице 6.

Таблица 6 - Основные элементы обслуживания потребителей ООО «Березовский ремонтно-механический завод» в 2009 г [28].

     В силу того, что ООО «Березовский ремонтно-механический завод» ведет свою деятельность по двум направлениям: реализация готовой продукции и сервисное обслуживание этой продукции, то оптимальной является схема прямого контакта с потребителем. Такая схема позволяет более полно учесть индивидуальные потребности клиента.

     За  период с 2006 года по 2009 год количество клиентов ООО «Березовский ремонтно-механический завод» выросло с 9360 тысяч до 23000 тысяч человек. Объектом деятельности ООО «Березовский ремонтно-механический завод» является исключительно сам человек, который как клиент контактирует с исполнителем и одновременно потребляет услугу.

     Руководство предприятия поставило перед  специалистами отдела маркетинга задачу исследовать, каковы определяющие факторы  поведения клиента при выборе покупки. В ходе работы была разработана анкета. С целью избежать ошибки репрезентативности, рекомендовано провести опрос 100 потребителей. В апреле – мае 2009 года в форме анкетирования было опрошено 100 человек.

     Итак, обслуживание продаваемого электроинструмента для ООО «Березовский ремонтно-механический завод» представляет элемент, который рождает спрос на материальную продукцию и тем самым способствует увеличению доходов и рентабельности предприятия.

     Сотрудничество  с отечественными производителями  дает возможность выгодного кредитования со стороны поставщиков. Поставка запасных частей и помощь в рамках гарантийного обслуживания, с отечественными поставщиками осуществляется без нарушения сроков поставки.

     Фирма «Антарес-К» поставляет ООО «Березовский ремонтно-механический завод» товары импортных производителей. Ассортимент товара 70 наименований и цены не высокие, но качество хуже, чем у отечественного производителя.

     Вследствие этого возникают трудности в период послепродажного обслуживания: товар чаще выходит из строя, не хватает запасных частей, нарушаются сроки поставки комплектующих деталей. Ничто так отрицательно не действует на клиента, как невозможность пользоваться новой, сложной техникой из-за отсутствия запасных частей [29].

     Теперь  рассмотрим основные элементы системы  логистического обслуживания, присутствующие в рассматриваемой организации.

     Прежде  всего, это ответственность руководства. В ведение руководства в области логистического обслуживания относится:

     - разработка политики в области  логистического обслуживания;

     - создание и утверждение организационной  структуры организации логистических  процедур;

     - определение ответственных должностных  лиц и их полномочий;

     - предоставление средств и ресурсов, определение и назначение необходимого логистического персонала;

     - назначение от высшего руководства  лица, ответственного за деятельность  по обеспечению требуемого уровня  логистического обслуживания и  т.д.

     Для обеспечения требуемого уровня логистического обслуживания в данной организации создана система и документация. Это в частности, означает, что применяемые процедуры должны быть зафиксированы в печатной форме и должны актуализироваться;

     Также на ООО «Березовский ремонтно-механический завод» уже разработаны и поддерживаются в рабочем состоянии процедуры, необходимые для периодического контроля и анализа договоров, для координации этой работы, как внутри организации - поставщика, так и с заказчиком.

     Для функционирования системы логистического обслуживания организация старается обеспечить требуемый уровень качества поставок подрядчиков, что в частности, предусматривает:

     - оценку, выбор и допуск подрядчиков;

     - проверку документации снабжения  в отношении ясности описания  продукции и отражения технических требований;

     - приемочный контроль закупаемой  продукции.

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     один из путей успешного развития любой организации в той или иной области. Поэтому гибкость поставки относительно ООО «Березовский ремонтно-механический завод» конечно же, присутствует. То есть, сделав предварительный заказ, клиент может в любой момент до поставки готовой продукции внести какие-либо коррективы в условия поставки, а именно, изменить форму или способы передачи заказа и т.д.