<<
>>

1.2 Submission of industrial and commercial activity of communication statements in the form of business process

There are two approaches to management of the organisations: 1 Management of the organisation as set of divisions; in this case process of creation of a product or service and a part of other processes break on divisions and, hence, are supervised too only within divisions.
Between divisions managerial process to carry out or it is difficult, or it is impossible. 2 Use of possibilities of new information technologies and management of process entirely because in any point of process it is possible to receive the necessary information, fast it to process and produce operating effect. Therefore there was a possibility to consider the organisation as set of processes [3]. Now has appeared and the term "business process" (BP), as stable, purposeful set of the interconnected kinds of activity (sequence of works) which on certain technology will transform inputs to the exits which are of value for the consumer [3] is actively used. Using this terminology, the organisation represent as set of the basic, or key BP, and also processes of maintenance by resources, management and social processes. In drawings 1.4 - 1.6, industrial and commercial activity of communication statements is presented to interpretations of authors - supporters of the process approach. Authors [35, 3] agree in opinion, that consideration of industrial and commercial activity of the organisations in general and communication statements, in particular, in the form of process contains a reserve for increase of competitiveness of the company and increase of efficiency of its work; Thus process of industrial and commercial activity is interpreted differently: 1 V.K.Chaadaev considers process of industrial and commercial activity from an item of the operator as set of productions which carry out communication statements during working out of services, their advancements, granting and realisation of accounts with subscribers [35]. 2 In standard gostr ISO 9001 - 2001 process of industrial and commercial activity is treated from an item of the subscriber - at process there are two essential aspects: a request of consumers to services and an estimation of satisfaction of consumers and other interested persons [34]. The basic indicators of business process are presented in table 1.1. Table 1.1 - the Basic indicators of business process The name of an indicator Definition agrees istochni-ku [351 Definition according to a source [3] Indicators of efficiency the Sizes used for a quantitative estimation of results of process, the qualities Parameters of the business process characterising mutual relation between reached result and used resources Indicators of business process are expressed in units of value, to time, The quantitative and-or qualitative parametres characterising business process and its result the Exit Result of fulfilment of process, represented "recipient" of process (out of/inside the company) Result (a product, service) fulfilment of business process Process of Action, work or procedure which is necessary for undertaking for transformation of "input" into "exit" Stable, purposeful set of the interconnected kinds of activity (sequence of works) which on certain technology will transform inputs to the exits which are of value for the consumer the Input the Information, data, materials and td, used by process for formation of "exit" a Resource necessary for fulfilment of business process the Holder of process the Organizational unit, responsible for results the Official who has staff at the order, an infrastructure, program and hardware maintenance, the information on business process, Operates a course of business process and the Consumer of business process the Subject receiving result of business process the Consumer bears responsibility for results and efficiency of business process can be - Internal - that is being in the organisation and, during the activity, using rezul - taty (exits) of previous business process, External - that is being outside of or - ganizatsii and using or consuming re - zultat activity (exit) of the organisation business process Model the Graphic, tabular, text, symbolical description of business process or their interconnected set Regulations of business process the Document describing sequence of operations, responsibility, an order of interaction of executors and a decision-making order on improvements Apparently from drawings 1.4 - 1.6, the basic business processes of activity of operators on granting of a telecommunication service are: - Marketing; - Working out of services; - Consumer service at a stage of acceptance of the demand; - Technological process of rendering a telecommunication service - message transfer; - Maintenance of technical possibility of granting of a telecommunication service - maintenance service of structures of communication; - Consumer service at a stage/ambassador of transfer of the message. Results of the analysis of degree of study of the transferred stages in the scientific and educational literature are resulted in drawing 1.7.
So, in 80th [37] basic attention was given to a technological component of process of granting of service, and quality of service was characterised by quality performances of a colloquial path, availability of services, readiness and reliability of the equipment. Modern approaches to process of granting of services along with a technical component include the processes previous directly granting of services (marketing, working out of services), processes of "after-sale" service of subscribers, and also organizational processes and social processes. So, in [38] big attention it is given to processes of studying of demand for a telecommunication service; in work 4 stages of inspection are allocated: - Revealing of chief users; - Choice of sources and methods of reception of the information; - Realisation of inspection of consumers on principal views of services; - The analysis of the received information and development of offers by results of inspection. The last stage assumes not only forecasting of demand for principal views of a telecommunication service and the decision of questions of pricing, but also the advertising effort organisation. Thus the basic attention is given to questions of studying of demand (the tax, processing and the information analysis) and to questions of an estimation of possibilities of a communication statement to satisfy existing demand, and also to process of decision-making on directions of the further development. As it has already been noted in section 1.1, the consumer of services is the integral participant of process of granting of services, moreover, granting of services is impossible without the preliminary circulation of the consumer to the provider of a telecommunication service. In the modern scientific and educational literature it is given more than earlier, attention to marketing questions - to research and a market segmentation, working out of services, however, to questions it is direct attraction of consumers it is not given due attention. Authors only transfer advertising, PR, advancement as one of elements of marketing process. At the same time, if not to "force" the consumer to come to the operator, to address behind the service, all other processes of industrial and commercial activity will be dead. Thus, it is possible to draw following conclusions: 1 The majority of modern writers hold the opinion, that at the present stage developments of economy and management in the field of telecommunications the most perspective is the process approach as it is focused not on distribution of functions between divisions, and on creation of an added value and achievement claimed by the consumer (internal or external) result. 2 Authors differently interpret processes of industrial and commercial activity of communication statements, however, all authors allocate: - The business processes previous granting of services (marketing and working out of services); - Business processes of service of the subscriber (at a circulation stage, in the course of message transfer, at a stage of accounts for rendered services); - Business developments and service of means of communication. 3 All authors recognise, that the consumer is a necessary and integral element of process of granting of a telecommunication service, and questions of its attraction and deduction - actual in the conditions of a growing competitiveness. So, in [3] system CRM extends not only on the functional divisions of the company traditionally taken by attraction and service of subscribers, but also on technical services which should build flexibly the work on operation, to service of structures and communication facilities and removal of failures. 4 However the analysis of the accessible literature shows, that the least studied stage of business process of granting a telecommunication service to the consumer is attraction of the client. Therefore questions of attraction of the consumer, namely creation at it the requirement, "forcing" to address to a communication statement, are actual in the conditions of a growing competitiveness, but insufficiently studied in the literature.
<< | >>
A source: Solodova Irina Petrovna. Perfection of planning of industrial and commercial activity of communication statements by formation of effective supplying strategy. 2007

More on topic 1.2 Submission of industrial and commercial activity of communication statements in the form of business process:

  1. 1.3 Analysis of existing approaches to planning of industrial and commercial activity of communication statements
  2. 1.1 Orderings of the conceptual device and revealing of features of industrial-economic and commercial activity of communication statements
  3. Solodova Irina Petrovna Dissertatsija. . Perfection of planning of industrial and commercial activity of communication statements by formation of effective supplying strategy, 2007
  4. 2 working out of a technique of formation of effective supplying strategy at planning of industrial and commercial activity of communication statements (on an advertising strategy example)
  5. 3.3 Formation and an estimation of efficiency of supplying advertising strategy of industrial and commercial activity of a communication statement
  6. 2.1 Working out of the general model of formation of supplying strategy as element of planning of industrial and commercial activity of a communication statement
  7. 2.4 Working out of a technique of an estimation of influence of supplying strategy on indicators of industrial and commercial activity of a communication statement
  8. CHAPTER 2 OCCURRENCE And PREKRASHENIJA ASSOCIATIONS of CAPITALS And ADMINISTRATIVE POTENTIAL of the COMMERCIAL ORGANIZATIONS In the form of HOLDINGS And FINANCIAL AND INDUSTRIAL GROUPS
  9. CHAPTER 2 OCCURRENCE And the TERMINATIONS of ASSOCIATIONS of CAPITALS And ADMINISTRATIVE POTENTIAL of the COMMERCIAL ORGANIZATIONS In the form of HOLDINGS And FINANCIAL AND INDUSTRIAL GROUPS
  10. § 2. Acceptance obespechitelnyh measures as the form of the mediated judicial review behind activity of the international commercial arbitration
  11. the Internet - a special business environment for activity of the commercial companies.
  12. § 1. Leaving of the statement of claim without consideration as the form of the mediated judicial review behind activity of the international commercial arbitration
  13. 3.2. Working out and an estimation of business model of finance results of activity of industrial enterprise
  14. the Contents of process of communication interaction with allowance for stages of acceptance of administrative decisions in managerial process by staff
  15. CHAPTER 1 the LEGAL NATURE And CONCEPT of LEGAL FORMS of ASSOCIATION by the COMMERCIAL ORGANIZATIONS of CAPITALS, INDUSTRIAL POTENTIAL And MECHANISMS of MANAGEMENT of THEM In ENTERPRISE (ECONOMIC) ACTIVITY
  16. CHAPTER 1 the LEGAL NATURE And CONCEPT of LEGAL FORMS of ASSOCIATION by the COMMERCIAL ORGANIZATIONS of CAPITALS, INDUSTRIAL POTENTIAL And MECHANISMS of MANAGEMENT of THEM In ENTERPRISE (ECONOMIC) ACTIVITY