The role of logistics quality management in road transportation in the practice of Givaudan

Herkely Anna Dorina (2023) The role of logistics quality management in road transportation in the practice of Givaudan. Külkereskedelmi Kar.

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Absztrakt (kivonat)

Quality is an important concept regarding both the quality of products and services. Many companies implement total quality management in their operations to improve key processes and achieve customer satisfaction by providing high-quality products and services. Logistics service quality is also a part of total quality management. A higher logistics service level enhances the customer experience and satisfaction and improves the relationship with the customer. In order to ensure high service quality, a good partnership should be built with the freight forwarding agents. The synergy of cooperation between the parties, the common goal of providing high-quality products and services and continuous improvement enhances the service level and boosts customer satisfaction. In the following, after a detailed literature review about road transportation and the concept of quality, the company, Givaudan is presented and one of its processes is detailed. First of all, the business models are presented including Business-to-Consumer (B2C), Business-to-Government (B2G) and Business-to-Business (B2B) commercial activities. Furthermore, road transportation is also introduced mentioning its advantages and disadvantages. . The shipping models, less-than-truckload (LTL) and full-truckload (FTL) modes of transport are mentioned. Additionally, the Convention on the Contract for the International Carriage of Goods by Road is reviewed highlighting the importance of the consignment note document. Additionally, the packaging types are also analysed. Some trends are also mentioned in connection with road transportation: time slot booking systems, which provide a time slot for the carrier for which they should arrive at the warehouse. Another trend is outsourcing which helps companies achieve higher service quality by contracting a third-party provider with more expertise and equipment availability. Freight forwarders face many challenges in their everyday operations, for example providing real-time information to the customer and avoiding damages. After the reviewed literature, the company and its processes are presented. The multinational, Swiss company manufactures mostly flavour and fragrance materials. The firm outsources its logistics activities to multiple logistics service providers. The Road hub deals with the transportation to the Givaudan factories (inbound flow) and the deliveries to the customer (outbound flow) as well. Quality is important for the company. For this reason, a so-called quality notification (QN) process is introduced to keep track of quality issues within the firm. In the study, this process is described step-by-step for transport-related notifications occurring in Europe from the Givaudan production sites to the customers regarding only road transportation. The process consists of 5 steps: opening the notification, reviewing the consignment note, investigating the incident, closing the notification and implementing corrective and preventive actions. Finally, some data is gathered regarding the details of the notifications and this data is analysed from different aspects in order to determine the possible improvement areas. This thesis aims to examine the concept of quality in the framework of road transportation through a company example and optimize the process presented in the research. Recommendations are presented at the end of the study highlighting the important aspects of the quality notification process, which can be reviewed from time to time to ensure continuous improvement and total quality management.

Intézmény

Budapesti Gazdasági Egyetem

Kar

Külkereskedelmi Kar

Tanszék

Nemzetközi Kereskedelem és Logisztika Tanszék

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Nemzetközi gazdálkodás

Mű típusa:	diplomadolgozat (NEM RÉSZLETEZETT)
Kulcsszavak:	Givaudan, közúti árufuvarozás, logisztika, minőségmenedzsment, nemzetközi árufuvarozás, vállalati minőségmenedzsment
SWORD Depositor:	Archive User
Felhasználói azonosító szám (ID):	Archive User
Rekord készítés dátuma:	2024. Feb. 22. 10:31
Utolsó módosítás:	2024. Feb. 22. 10:31

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