Требования к моделям процессов деятельности руководящих лиц сервисных компаний
Solving the problems of theory and practice management development in the interests of technical products’ after-sales service requires a comprehensive analysis and development of appropriate recommendations to create a modern effective management system.
In the article the main directions of models’ application in the interests of executives of service companies serving Russian-made technical products are considered.
A balances-scorecard strategy map of the service company executives' activities was developed, which is determined for the maximum coverage of all problem areas affecting the implementation of the service company management strategy in the course of after-sales service.
The analysis of the existing models application problems in the service company executives’ activities was carried out and a list of requirements for such models was developed.
In the process of the study, a requirements traceability matrix for the implementation of the CRM-system was built. This matrix represents the requirements and scenarios that are used in tracking the requirements of the CRM-system project implementation.
Perspective approaches to increasing the efficiency of constructing mathematical models of service company executives on the basis of the principle of modularity and the methodology of simulation-analytical modeling are considered. This makes it possible to create real-time options for efficient system management in a given planning "corridor" with the maximum speed, given the constraints. In addition, it becomes possible to reduce the risks of erroneous solutions through the use of known classical methods of screening out all sorts of random factors, including deliberate interference affecting modeling systems.
An important aspect of the quality of projects for the creation of complex technical products is the degree of reflection of the requirements put forward to the product in the project documentation. The requirements to achieve a balance between the values of quality indicators and the cost of the product have a significant effect on the configuration management of both the product itself and the components of its after-sales service, including the supply of spare parts and consumables. Taking into account the interests of the producer and the customer of the products in the part of after-sales service is the subject of a compromise that must be achieved in the process of preparing the relevant contract and be fixed in it. The effectiveness of after-sales service is determined, first of all, by the quality of decisions made by the management bodies of service companies, which depends to a considerable extent on the information support of these bodies. Taking into account the mentioned circumstances, the solution of the problem of choosing a rational variant of the informative and technological basis for increasing the effectiveness of information interaction among the after-sales service participants (taking into account the volume of the invested financial resources) acquires particular urgency. The article is devoted to the system of key performance indicators strategic map of the information interaction system. The paper describes the strategic objectives of the information interaction system, as well as the corresponding key performance indicators. An example of choosing a rational option of the informative and technological basis of the information interaction system for after-sales service participants is considered on the basis of the hierarchy analysis method, taking into account the amount of invested financial resources. The need for such a choice is dictated not so much by the relevant standards as by the needs of the business itself, which does not want to lose significant financial resources on insignificant occasions.
Questions of efficiency increase in the field of spare parts (SP) delivery management within the limits of technical products’ after-sales service (ASS) are considered in the article. In these objectives the use of modern information technologies of functional modeling of process organization and their probabilistic analytical models for delivery planning automation on the basis of technical and economic criteria has been suggested. The urgency to solve the problems of the technical products’ after-sales service is proved and the basic risks arising during a performance of this process are identified. The version of functional model describing the process of automated delivery organization management is examined. The example illustrating the automated planning of the delivery maintenance is provided. Dynamics of operated technical products’ quantity variation is represented in the integrated graphic type, providing a way to predict dynamics of quantity variations of serviceable technical products in a constitution of the contractor both in the form of spare parts of the fixed nomenclature and in the form of the curve variation, describing an average factor of technical products’ serviceability. Application of the earned value method is proved to be an effective solution to the problem of cost management in the field of spare part deliveries. The example of automated cost management of spare part deliveries on the basis of the earned value method is considered. The qualitative analysis of risks of being behind the default delivery schedule is examined. Results are estimated by means of the technical product serviceability factor and index that shows deviation from the planned schedule of spare parts delivery. By means of the offered approach it is possible to create algorithms that allow not onlyto estimate both operated and uncontrollable risks, but also to find valid ways to prevent them. It will allow to provide comprehensible balance between the cost and quality that satisfies all current market requirements, as well as to minimize the financial risksconnected both with overestimation and underestimation of the prices on ASS of technicalproducts in comparison with veritable figures.
The article considers the issues of technical product life cycle management in the field of spare parts delivery organization and management within the framework of after-sales service. It provides an examination of a Petri net model, describing the cause-effect relations between events that are linked to delivery planning and management, based on a probabilistic analytical model for after-sales service of technical products and a program-based risk analysis system based on technical and economic criteria. The result of a given model’s performance is planning of an acceptable balance between the cost and quality of products and their current maintenance, which includes detection and minimization of financial risks. An example that illustrates automated planning of spare parts delivery is given. Dynamics of operated technical products’ quantity variation is represented in the integrated graphic type, providing an opportunity to predict an average factor of technical product’s serviceability, determined both by a number of serviceable technical products in a warehouse of the customer and productivity of repair agencies. The earned value method application is proved to be an effective tool for risk analysis of schedule variance in the field of spare parts delivery. Monitoring of the earned value of finances permits to forecast not only the probability of successful completion of spare parts delivery, but also the risks of both cost and schedule variance. An example of automated risk analysis is provided. Estimated coincidence degree of actual cost and planned value is calculated by means of the effectiveness index, which is used to analyze the quality of customer’s subdivisions performance and to correct further functioning. For a selected year, the effectiveness index can be defined and optimized for the predetermined serviceability factor, assigned for every customer during the process of automated planning of spare parts delivery. The approach presented in the article can be considered quite universal, which predetermines an opportunity to apply it in order to provide solutions for product and service life cycle management problems in various organizational technical and economic systems.
A model for organizing cargo transportation between two node stations connected by a railway line which contains a certain number of intermediate stations is considered. The movement of cargo is in one direction. Such a situation may occur, for example, if one of the node stations is located in a region which produce raw material for manufacturing industry located in another region, and there is another node station. The organization of freight traﬃc is performed by means of a number of technologies. These technologies determine the rules for taking on cargo at the initial node station, the rules of interaction between neighboring stations, as well as the rule of distribution of cargo to the ﬁnal node stations. The process of cargo transportation is followed by the set rule of control. For such a model, one must determine possible modes of cargo transportation and describe their properties. This model is described by a ﬁnite-dimensional system of diﬀerential equations with nonlocal linear restrictions. The class of the solution satisfying nonlocal linear restrictions is extremely narrow. It results in the need for the “correct” extension of solutions of a system of diﬀerential equations to a class of quasi-solutions having the distinctive feature of gaps in a countable number of points. It was possible numerically using the Runge–Kutta method of the fourth order to build these quasi-solutions and determine their rate of growth. Let us note that in the technical plan the main complexity consisted in obtaining quasi-solutions satisfying the nonlocal linear restrictions. Furthermore, we investigated the dependence of quasi-solutions and, in particular, sizes of gaps (jumps) of solutions on a number of parameters of the model characterizing a rule of control, technologies for transportation of cargo and intensity of giving of cargo on a node station.
Event logs collected by modern information and technical systems usually contain enough data for automated process models discovery. A variety of algorithms was developed for process models discovery, conformance checking, log to model alignment, comparison of process models, etc., nevertheless a quick analysis of ad-hoc selected parts of a journal still have not get a full-fledged implementation. This paper describes an ROLAP-based method of multidimensional event logs storage for process mining. The result of the analysis of the journal is visualized as directed graph representing the union of all possible event sequences, ranked by their occurrence probability. Our implementation allows the analyst to discover process models for sublogs defined by ad-hoc selection of criteria and value of occurrence probability
The geographic information system (GIS) is based on the first and only Russian Imperial Census of 1897 and the First All-Union Census of the Soviet Union of 1926. The GIS features vector data (shapefiles) of allprovinces of the two states. For the 1897 census, there is information about linguistic, religious, and social estate groups. The part based on the 1926 census features nationality. Both shapefiles include information on gender, rural and urban population. The GIS allows for producing any necessary maps for individual studies of the period which require the administrative boundaries and demographic information.
Existing approaches suggest that IT strategy should be a reflection of business strategy. However, actually organisations do not often follow business strategy even if it is formally declared. In these conditions, IT strategy can be viewed not as a plan, but as an organisational shared view on the role of information systems. This approach generally reflects only a top-down perspective of IT strategy. So, it can be supplemented by a strategic behaviour pattern (i.e., more or less standard response to a changes that is formed as result of previous experience) to implement bottom-up approach. Two components that can help to establish effective reaction regarding new initiatives in IT are proposed here: model of IT-related decision making, and efficiency measurement metric to estimate maturity of business processes and appropriate IT. Usage of proposed tools is demonstrated in practical cases.
The manual is intended for students of Department of computer engineering MIEM HSE. In the textbook based on the courses "Economics of firm" and "the development strategy of the organization." Discusses the key conceptual and methodological issues of the theory and practice of Economics and development planning of the organization. The use of textbooks will enable students: to analyze key performance indicators, and use the tools of strategic analysis with reference to concrete situations in contemporary Russian and international business. Special attention is paid to the methods and systems of information support of the life support functions of business organizations and management methodology of innovation and investment. An Appendix contains source data for analysis of competition in a particular industry.
The paper provides a number of proposed draft operational guidelines for technology measurement and includes a number of tentative technology definitions to be used for statistical purposes, principles for identification and classification of potentially growing technology areas, suggestions on the survey strategies and indicators. These are the key components of an internationally harmonized framework for collecting and interpreting technology data that would need to be further developed through a broader consultation process. A summary of definitions of technology already available in OECD manuals and the stocktaking results are provided in the Annex section.
Over the last two decades national policy makers drew special attention to the implementation of policy tools which foster international cooperation in the fields of science, technology, and innovation. In this paper, we look at cases of Russian-German collaboration to examine the initiatives of the Russian government aimed at stimulating the innovation activity of domestic corporations and small and medium enterprises. The data derived from the interviews with companies’ leaders show positive effects of bilateral innovative projects on the overall business performance alongside with major barriers hindering international cooperation. To overcome these barriers we provide specific suggestions relevant to the recently developed Russian Innovation Strategy 2020.