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Damian Pilarz and Sebastian Kot

Abstract

One of main purposes of every enterprise is to satisfy the buyer, therefore customer service is perceived as the capability or the ability of satisfying customers expectations and requirements. The present article was devoted to the issue of the quality assessment of customer service assuring the data security on the basis of pharmacies network case study of. The survey was based on prepared questionnaire forms analyzing the quality of the customer service on the basis of three areas. Results of the survey indicate that modern IT tools are very helpful, because they can provide data for analysis of numerous distribution individuals in the context of the quality of customer service in a very fast way.

Open access

Miklós Gubán, György Kovács and Sebastian Kot

Abstract

The world around us is a very complex and multi-parametric system, like the weather, traffic, operation of machines, production processes, service processes, etc. Understanding of the characteristics, operation and behaviour of these systems and processes is not easy due to their complexity. The design of optimal production and service procedures is an essential task for planners. The target is the increasing of the efficiency of the production and service and analysis of the effect of parameter changing. There are lot of tools and sophisticated methods for design, analysis and improvement of logistical processes. The most often used analysis tool is the simulation in the production processes. Our aim in this article is to show that the simulation can be used efficiently in case of analysis of service processes, not only in case of production processes. The simulation is available for bottleneck analysis of service activities not only for production processes. In this study the simulation of a service process was realized by the AnyLogic software. The relevance of the simulation technique for analysis of complex service processes is proved by a case study of a service and maintenance activity of a multinational shopping centre.

Open access

Sebastian Kot, Irina Onyusheva and Katarzyna Grondys

Abstract

The research aimed to assess Supply Chain Management (SCM) in small and medium enterprises in Kazakhstan and Poland, and, more specifically, identify similarities and differences in the approach to the SCM concept in selected countries. The research methodology was based on ANOVA analysis comparing samples of contemporary SMEs operating in Poland and Kazakhstan. Primary data was collected using the CAWI quantitative method and then studied using the ANOVA statistical data analysis method. The research results demonstrated similar involvement in the implementation of the concept with significant differences in some areas, such as cost reduction and focus on end customers. The concept of Supply Chain Management is a very common subject of theoretical and practical analysis. Even though research efforts in this area indicate the positive effects of the implemented concept, most of them concern large organisations. The research results showed similar involvement in the implementation of the concept, although significant differences were found in selected areas, such as cost reduction and focus on end customers.