Quality control

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Created: Sunday, 28 August 2011 14:16

Published Date

Service quality is an important competitiveness factor of a company. Today, while choosing a service provider, a customs broker and logistics services consumer focuses not only on the prices of various companies, but also on the quality of their service.  Under condition of strong price competition in the market, the highest level of customer service is often a winning argument, when considering what company to choose.

VR LOGISTIC company has developed its own effective quality control of our services which combines other control functions. We use a unique information collecting and processing system that utilizes customer feedback. The system includes the following functions:

• Various forms of collecting customer feedback
• Procedures of assessing customer feedback in different situations
• Checking the information that is available, etc.

The system that we use to assess our service utilizes two groups of analytic indexes – quantitative and qualitative. The quantitative indexes of assessment include the indexes based on statistics data, for example, the volume of services provided by our branch and representative offices. We also consider all qualitative indexes of assessment that are more difficult to formalize than the quantitative ones. The qualitative indexes of assessment let us assess not so much the service provided (like the quantitative indexes) as the process of providing them.

The results of analyzing information are the assessment of such employee’s professional statistics as competence, politeness and goodwill, ability to deal with difficult clients, avoid conflicts and solve problems in an extremely successful way. Moreover, our system of assessment includes such parameters of providing services as inquiry processing time, price competitiveness, etc.

According to the analysis of the data received, we develop a system of incentive or punitive measures, assess the work of our branch and representative offices, the professional skills of our employees and develop a system encouraging them to progress constantly in the field of customer support.

The main components of our high quality work are as follows:

• Customer feedback as an essential condition of our work
• Constant internal quality control
• Using trusted business workflow and partner service
• Highly-skilled professionals

A unified system of accessing information resources created by our company improves quality, combines all service centres located in Russia and abroad and also lets our clients track the geographic position of their cargo and keep record of completed orders.

This system allows us to optimize all business processes of our company, improve the quality of our services and quickly react to any ongoing events.