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Методологический подход к выбору информационно-технологической основы системы информационного взаимодействия участников послепродажного обслуживания сложных технических изделий
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.