Degree work in 2013

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Uploaded: 24.02.2014
Content: diplom_3.rar (237,04 kB)

Description

INTRODUCTION 3
1. ANALYSIS OF CUSTOMER SERVICE AFPS Udmurt Republic of the FSUE "RUSSIAN POST" 6
1.1 Description of the enterprise of the Udmurt Republic AFPS - branch of FSUE "Russian Post" 6
1.2 History and structure of the company 10
1.3 Characteristics of postal services 16
1.4 Performance analysis 18
1.5 The quality management system at the enterprise of the Udmurt Republic AFPS - branch of FSUE "Russian Post" 22
1.6 Analysis of the service system AFPS Udmurt Republic 26
2. Theoretical bases of perfection service system 30
2.1 Principles and objectives of the service system 30
2.2 The role of staff in the service 33
2.3 Features of service quality management and quality of service indicators 35
2.4 Methods of analysis and evaluation of the quality of services 46
3. Improvement of customer service system 59
3.1. Analysis of the quality of service and the provision of services 59
3.2. Suggestions for improving customer service 69
3.2 Cash payments for self-service terminals 72
3.3 Perfection of technology of reception of payments 74
3.4 The introduction of innovations to the growing market for distance selling 76
3.5 Service cards 78
3.6 Staff development 80
3.7 Advantages and disadvantages of the proposed solutions 87
4. ECONOMIC PART 89
4.1 Economic result from more efficient customer service the company UFFPS Udmurt Republic - branch of FSUE "Russian Post" 89
5. SAFETY AND ENVIRONMENT PROJECT 94
5.1 "Organization of safety in the storage room of the post office" 94
5.2 Calculation of the total lighting 98
5.2.1 Method of calculation 98
CONCLUSION 103
REFERENCES 105




Additional information

a comprehensive study of the quality of customer service at the company AFPS Udmurtia branch of "Russian Post"

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