INTRODUCTION
In the last 25 years, the term “logistics” has gained a lot of popularity among the general population. The value of logistics has been extolled in television, radio, and print advertising. UPS, DHL, and FedEx, for example, commonly refer to themselves as logistics businesses and emphasize the relevance of their service to overall logistics performance.
In this case, this article focuses on the role of logistical management on the performance of customer service representatives, since it has both good and negative implications. Logistics may be described as delivering the appropriate items and/or services at the right time, in the right place, and in the right condition. In the 1960s, the logistics idea began to appear under the physical distribution label in business-related literature, focusing on the outboard part of the logistically system.
Telecommunication Companies, offer a wide range of services such as fixed line services, GSM services and data services. Over 5,000 full-time workers, including telecom engineering, customer support staff, sales and marketing and financial specialists, are employed by telecommunication enterprise companies in Somalia.
In the context of Somalia many corporations and firms have been operating long, and are struggling with maximizing their market share, logistics management has had an impact on consumer distribution services. The amount to which logistical management may influence customer service has not been understood, and this study has so examined how logistic management might impact the rise in customer service in distribution.
LOGISTICS MANAGEMENT
Management of logistics offers customers the facilities to supply consumers with services. Customer service might be properly trained and give fair terms and conditions of use, but can’t function successfully unless logistical assistance is effectively supplied.
Logistics should thus be regarded as one of the important aspects of customer service performance. The telecommunications firms, being the public telecommunications service provider in a large region, serve their consumers with ongoing and dependable service. Logistics systems, therefore, need to be in place to guarantee that the telecommunication distribution personnel have sufficient logistics management to successfully provide customer support. Logistics support generally consists of supplies, tools, transport and communication methods that employees utilize to perform their work.
In Somalia, the logistical aspects, and the business issues are common: “logistics concerns the location of the plant, the stock of stocks, material management and information systems as well as transport.” the logistics system. Andrew (1999), has listings on the fundamental operations which fall within a company’s logistics role, including: ‘procurement and delivery of consumables capital assets, job force assembly service rendering and internal distribution.
LOGISTICS CONSTRAINTS EXPERIENCED BY THE DISTRIBUTION TEAM
The logistics management problems facing the telecommunications, distribution staff have been indicted as interns of the suits of items that are usually made available for distribution of services, the accessibility of the personnel responsible for logistics management, the priority ranking of logistics support components, and how often they have the chance or opportunity.
CUSTOMER SERVICE
Customer services are made up of all organizational preparations and actions to guarantee that customers receive what they require. Customer Service is defined by Zeithaml and Bitner (2003): “Customer Service is the service given in support of the main goods of firm. Most of the time customer service comprises answers, orders, billing, handling, handling and maybe planning maintenance, repair and maintenance.” The fundamental aspect of the telecommunications service employees that require continual logistical assistance, is, of course, maintenance and repair.
Whatever, customer service may become the greatest way for many companies in Somalia to achieve competitive advantage. It may help differentiate the products of a company, maintain loyal consumers, and, improve sales and profits. The goal of the logistics manager is to balance the customer service standards, overall logistical expenses and total company advantages.
In Somalia, some firms have found that customer service may be enhanced while overall cost of logistics is reduced. This is the cornerstone of management of the supply chain. Another effect on the entire service experience is the experience of a customer, although this is less a product-direct feature than what is covered in the definition of customer service.
If the supply of a service succeeds, the consumer is happy with its results. In order to satisfy the client, it is important to give its customer service personnel with a high level of logistical assistance to enhance their performance order shipment.
The expected result from the employees of telecommunications businesses should be a good distribution service when they receive the proper logistics. As a result, appropriate logistical assistance should be more effective.
HOW TO OVERCOME BARRIERS OF LOGISTICS MANAGEMENT TOWARDS CUSTOMER SERVICE?.
- Logistics management bottlenecks should be resolved through the supply of suitable materials, in particular communications meters. In order to improve the efficiency of telecommunications companies in Somalia distribution employees, the means of communication and of transport and the instruments needed for telecoms distribution operations should also be suitable.
- The whole telecommunications firms’ logistical support system should be examined in order to streamline it in order to decrease the likelihood of blockages. This would enhance not just the logistical management of the telecommunications distribution employees, but also, the staff associated with the customer service of other telecommunications undertakings.
- Actions to eliminate logistic deficiencies in the spread of telecommunications is primarily based on the enhanced availability and adequacy of communication means and materials and instruments for transportation. Overall, insufficient logistical management has impeded telecommunications distribution personnel’s effectiveness. This suggests the veracity of the conversation: adequate logistic management increases the performance of distribution employees in telecommunications.
Ibrahim Hassan Mohamud, Researcher
