Информационно-аналитическая поддержка деятельности сервисных компаний, выполняющих работы по послепродажному обслуживанию сложных технических изделий

Логистика и управление цепями поставок. 2019. Т. 92. № 3. С. 47–53.

Yampolsky S., Neklyudov D., Druzhaev A. A.

The specifics of tasks, which are assigned to service companies, require concentrating and integrating up-to-date, complete and reliable information formed by the certain rules, and also ensuring prompt provision of this information according to established accessibility order. It is known that tasks, which are addressed during the after-sales service of complex technical products, including the order and supply of spare parts, can be fulfilled in diverse ways and using wide range of knowledge obtained by service company employees. Completely identical conditions of conducting after-sales service occur extremely rarely, the volume of information, that needs to be considered to form rational and reasonable decisions, steadily increases, and applied models, methods and technologies do not provide its complete and adequate account. These circumstances objectively require improvement of informational and technological basis of service company operations. This article contains pertinent problems of informational and analytical operation maintenance of service companies, implementing the after-sales service of complex technical products. It also proposes methodological approach to selecting the rational option for plan dedicated to improvement of informational and technological basis of these operations based on expert decision support system.

Keywords: система поддержки принятия решений, spare parts, запасные части, сервисная компания, decision support systems, service company, after-sales service, послепродажное обслуживание, technical products, технические изделия, информационно-технологическая основа, informational and technological basis