Today the increasing number of constant consumers is a strategic aim for any organization which is possible to be achieved only under condition of continuous perfection of organizational activity quality. If the service representation doesn't correspond to the consumers’ expectations they lose their interest to the service organization, if it does correspond or surpass their expectations they probably would readdress to service provider. For this reason the service organization should more precisely reveal consumers requirements and expectations, namely provider should constantly measure its service quality.
In the given work approaches by the Russian and foreign researchers in the field of quality management are studied and analyzed in details, namely:
- approaches to the «service quality» definition;
- the basic components of service quality management process;
- service organization quality model.
The purpose of research work consists of ISQM (Innovation System of Quality Management) model creation taking into account features of TCS providing, which, in turn, is targeted on TCS company purposes achievement in the field of quality by means of:
- setting the control values of TCS quality indicators;
- measuring of the reached results and their comparison with expected results;
- effective management decision making as a result of carrying out the analysis of managerial activity in the field of quality on the basis of the report containing recommendations for the company activity improvement, prepared due to the results of measuring and collecting quality indicators.
At the present level of development the information and knowledge become important engines of global economic growth and key elements of national strate-gy for increasing country’s competitiveness in the international market. The article is aimed to analyze two monitoring systems of innovation capacity (ICT Development Index and Networked Readiness Index) as the indicators of development of knowledge economy and information society.
The capacity for transformation and advancement of the world economy itself by a group of countries belonging to the emerging economies has been a topic of intense discussion in world forums. Even as news of the losing shimmer of the emerging economies is being spilled to the world, this is where 80% of the world consumers reside, and, therefore, too important to divert attention from. The theme of the 2014 Annual Conference of the Emerging Marketing Conference Board hosted by Centre for Marketing in Emerging Economies of IIM Lucknow, supported by the Academy of Indian Marketing – Listening to Consumers of Emerging Markets is an eminent testimony to this important fact.
JAGDISH N SHETH, PHD
Emory University Founder, Academy of Indian Marketing
The study of existing monitoring systems is topical, because at the present level of development the transition to information society and knowledge economy becomes one of the key elements of national strategy aimed to increase country's competitiveness in the international market. There are many index systems that study the nature of this phenomenon and compare countries by the level of digital development. To ensure objective evaluation of innovation capacity the analysis of current monitoring systems applied in measuring the development of ICT and e-readiness together with data collection was suggested.
In the modern economic reality the level of competitiveness of entire countries and national economies depends on innovative activity in the industry and technology. The present article analyzes the diffusion of clusters model in international experience and the spread of spin-offs model as an effective solution for clusters’ efficiency increasing. A methodological proposal for evaluating of clusters’ competitiveness is formulated.
A successful realization of the Russia and Belarus Union State’s project SKIF made a strong impulse to supercomputing in both countries. The scale of positive externalities to a large degree was made of the selected open model of intellectual property management. This made supercomputing available not only to the large corporations and state R&D bodies, but to the small and medium business as well. This resulted in the rise of innovation implementation and their contribution to modernization of Russian and Belarusian economies on the whole.