from the conferences organized by TANGER Ltd.
In order to maintain their position on the market, enterprises are forced to constantly improve every sphere of their activity. The aim of this work was to identify and analyze the needs of improvement, perceived from the perspective of superiors and employees directly involved in the processes of providing services in a selected distribution center. It allows to identify areas affecting distribution processes and to determine on this basis the model of initiating improvement actions. The implementation of the work objective was based on surveys conducted in a purposely selected distribution unit. In order to identify places requiring improvement, a process map was created and the SERVQUAL method was used to assess the quality of services provided. The results of the research allowed to determine the occurrence of possible disturbances of the process in its individual stages and enabled the identification of areas requiring the development of new standards.
Keywords: improvement, distribution center, SERVQUAL© This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.