Motives: One of the final indicators of service reliability of the transport system is the cargo delivery time, compliance of which is not yet controlled due to the lack of appropriate methods and tools of operational management. The concept of quality of assessment of cargo delivery, namely the reliability of compliance with the time obligations by transportation participants, is associated with the process modeling and the accuracy of determination of the estimated time of completion of each stage of the technological process of cargo delivery. Aim: The purpose of the study is to present the model of a fuzzy controller as a principle of forming of a railway process management system, which is based on the possibility to operate with linguistic representations of elements. Results: A new solution to an important problem is obtained – the formation of managerial influence using a fuzzy controller for management of technological processes of cargo delivery by rail at the current level of requirements for the efficiency of transportation organization. The usage of the offered method provides a solution to the problems of operational control practice in the formation of tools for operational control of technological processes for the railway dispatcher unit.

The influence of the existing operation conditions for the time of cargo transportation, i.e. ferrous metals to the port station, was investigated. It was proposed to carry out the management of cargo delivery on the basis of determining the values of cargo handling duration while implementing the stages of the schedule. It was proposed to carry out assessment of the delivery process, including transportation using the fuzzy set apparatus. To determine the quality of transportation, an ordered categorized scale of values of the duration of cargo's staying in certain conditions at delivery stages was proposed. The assessment of deviations at all the stages of transportation with the use of linguistic definitions of conditions allows quantifying such an indicator as the transportation quality. The characteristics of deviations during transportation are provided in the linguistic form to the dispatching unit for making a decision. The revealed regularities in deviations from the standard schedules of trains during delivery of cargos are an objective basis for taking into account them in the mathematical models of the forecast of time of cargo delivery at each of the defined stages of transportation. The data on the forecasted and actual transportations are accumulated in the existing information base, forming data files for assessing the quality of the transportation process, the adequacy of the mathematical model and correcting of the model in case of significant organizational or technical changes.

Impact of the existing operating conditions on terms of cargo delivery and compliance with the rolling stock circulation norms is studied. Planned and actual rolling stock circulation characteristics are analyzed. Deviations from the norms have been detected, which is indicative of non-compliance with technological processes. Nowadays the rolling stock circulation problem becomes more complex; for the service recipients, i.e. customers of the railway, it means delays in cargo deliveries, non-fulfillment of financial obligations before other participants in the railway transport process. A new approach to the methodology and principle of calculating anticipated key performance characteristics are proposed. The existing information technologies for railway management make it possible to monitor compliance with the rolling stock circulation norms and the terms of cargo deliveries and to further improve methods and techniques of performance parameters. This will enable establishing realistic rolling stock circulation norms and cargo delivery terms, thus ensuring compliance with technological requirements of the railway transport processes in order to provide good customer service.