MAGAZINE  №3 (92) June 2019

AUTHORS 

DRUZHAEV A.A. - Cand. of Eng. Sc, Associate professor, Department of Business Analytics, National Research University Higher School of Economics (Moscow, Russia)

NEKLYUDOV D.Y. - Cand. of Eс. Sc, Associate professor, Department of Business Analytics, National Research University Higher School of Economics (Moscow, Russia)

YAMPOLSKY S.М.

CATEGORY  Controlling Information technologies in logistics and SCM Industrial companies’ corporate logistics

ABSTRACT

The specifics of tasks 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 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.

  Electronic version

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Published in Controlling

MAGAZINE №5 (82) October 2017

AUTHORS  

YAMPOLSKY S.М.

GOMENYUK K.S. - LecturerDepartment of Business Analytics, National Research University Higher School of Economics (Moscow, Russia)

SERIKOV A.P. - Cand.of Tech.Sc., Associate Professor, Department of Business Analytics, National Research University Higher School of Economics (Moscow, Russia)

CATEGORY  Controlling Information technologies in logistics and SCM Industrial companies’ corporate logistics

ABSTRACT

An important aspect of project quality of complex technical products creation is a degree of reflection of the product requirements in project documentation. The requirements of balance of quality indicators values and product costs have a significant effect on the configuration of both the product itself and the components of its aftersales service including spare parts and consumables supply.

A manufacturer’s and customer’s aftersales interests are a subject of compromise due to be achieved at the contract drafting process and fixed in it.

The effectiveness of aftersales service is determined, first of all, by the quality of decisions made by the governing board of service companies, which depends on their information support.

The mentioned circumstances considered it is vital to solve the problem of choosing a rational informative and technological basis allowing an increase in the effectiveness of information interaction among the aftersales service participants (taking into account the amount of the invested financial resources).

The article is devoted to a strategic map of the balance scorecard of the information interaction system (for aftersales service participants).

The paper describes strategic objectives of the information interaction system, as well as the corresponding key performance indicators.

The work gives an example of choosing a rational option of the informative and technological basis of the information interaction system for aftersales service participants based on the analytical hierarchy method with due account for the amount of invested financial resources.

The necessity of such a choice is not driven so much by the relevant standards as by the needs of business unwilling to lose significant financial resources on insignificant occasions.

 Electronic version

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MAGAZINE №3 (80) June 2017

AUTHORS  

YAMPOLSKY S.М.

BRUSKIN S.N. - Cand.of Tech.Sc., Assistant professor, Department of Business Analytics National Research University Higher School of Economics (Moscow, Russia)

OGURECHNIKOV E.V. - Senior Lecturer, Department of Business Analytics National Research University Higher School of Economics (Moscow, Russia)

CATEGORY  Information technologies in logistics and SCM Service providers’ corporate logistics

ABSTRACT

Solving the problems of theory and practice management development in the interests of technical products’ after-sales service requires comprehensive analysis and the development of appropriate recommendations to create a modern effective management system. In the article the main models’ application directions in the interests of executives of service companies serving Russian-made technical products are considered. A balanced-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 study, a requirements traceability matrix for CRM-system implementation was built. This matrix represents the requirements and scenarios that are used in tracking the requirements of the CRM-system project implementation. Perspective approaches which help to to increase 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 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. 

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