3.2 Heightening of efficiency of structure of control and personnel security
Owing to that the car repair service of any car includes, as a rule, engaging of difficult operations, beginning from diagnostics and, completing repair of any element of a motor vehicle, efficiency of a car repair service depends on level of control of architecture of repair work and qualifications of the working.
This problem is difficult enough in the decision.
It is caused by that in the country there is no corresponding system of a professional training for the enterprises HUNDRED. HUNDRED as it has been displayed in chapter 1, it is explicated under market laws. Creation of the enterprises HUNDRED occurs spontaneously on the basis of the law of transfusion of the capital. Therefore character of activity of the enterprises develops on the basis of so-called methods of "cuts and tries". It costs much, both to the enterprises, and a society in whole (the enterprises are ruined or realise poor-quality repair). Research of this question has displayed, that for the decision of the given problem it is necessary to create organizational-methodical security on shaping of an effective control system and personnel security. According to the last each enterprise proceeding from the specificity would shape a corresponding control system, architecture of the enterprise and its personnel security.In the purpose of our operation necessity of close interaction of manufacturers of cars and the enterprises HUNDRED is included. The Manufacturer, according to the current legislation, bears responsibility for security of vehicles by maintenance service and repair during all period of their service, that, in turn, provides functions on tutoring of the personnel of the enterprises HUNDRED. However at present of such possibilities of preparation and retraining of personnel few stations as even from the list of representatives of official dealers by such cooperation with a factory are linked not all can take advantage only. Therefore with a view of competition creation to proxy dealers and heightening of an overall performance of automobile manufacture it is necessary for independent workshops to carry out the analysis of shots independently. On the basis of this analysis tutoring of shots and their preparation for HUNDRED can be organised. As base for tutoring the firm enterprises HUNDRED, the large enterprises integrated into a car industry, and also small enterprises with use of powers of manufacturers can serve. Meanwhile, in such aspect the given question can be considered only in the present conditions, at not drawn up and independent ratios of factories and HUNDRED. In the long term by it special establishments of system of the common and the vocational education with engaging of experimental experts and scientists should be occupied.
Recommendations we have developed HUNDRED on an example of research of operation of 72 Moscow enterprises.
Initial in holding of this research detection of the factors influencing architecture of operation of the enterprises HUNDRED was necessary. From the previous analysis follows, that on productivity of their operation ineffective personnel security of the enterprises, first of all, influences.
In our opinion, one of the reasons of ineffective functioning of the majority of autotechnical centres it is linked with deficiency of qualified personnel on marketing and operation with consumers.
In the beginning of research we have defined optimum time for dialogue with the client, being grounded on the theoretical side of a question.
For this purpose as experts we had been interrogated 13 managers on operation with clients. It was clarified, that to determine not only the approximate reason of breakage, but also to offer the client a necessary complex of preventive operations, to paint their approximate cost, and, at the consent of the client, to make preliminary record in order to avoid turn expectation it is necessary not less than 15 minutes on one client.Table 3.3 - Research of an overall performance with clients at the Moscow enterprises HUNDRED
Index of the Enterprise with number To 10 people From 10 to 50 people From 50 to 100 people of All Kol-in the enterprises 23 32 17 72 Number of posts on 1 enterprise (on the average) 3-4 8-12 28-32 910 Kol-in repairs in day on 1 enterprise 8 21 53 1734 Amount of the employees who are making out the requests (on the average) 1 2 3 128 Amount of repairs on 1 employee, occupied in request registration (on the average) 8 10,5 17,7 13,5 Time expended on expectation of registration of the request * of 10 minutes of 17 minutes of 38 minutes of 19,7 minutes Time, expended by the employee on dialogue with the client ** 15 minutes of 8 minutes of 5 minutes of 9,5 minutes Congestion of powers HUNDRED, % *** 75 % of 82 % of 67 % of 76,2 % * - time expended by the client on registration of the request was calculated, proceeding from the observations spent by us at the enterprises HUNDRED within 2 hours during the working day (week-day as not all HUNDRED work during week-end) with 17 to 19 ch. Time from the moment of call of the client on the enterprise HUNDRED requests before registration was considered. The percent of the clients "lost" by the enterprise in the course of expectation, was not considered. ** - time expended by the worker of the enterprise on dialogue with the client was considered.
*** - Congestion of powers of the enterprise was calculated, proceeding from a parity of amount of the repairs spent for a month and branch specifications on 1 workplace.
From table 3.3 follows, that, on the average, registration of requests of clients occupies 1-2 persons, depending on amount of working posts of servicing deport. Thus only 13 enterprises from all
Results of our researches in the field of realisation in practice of the received data are shown in table 3.3.
The examined have a separate post of the manager on operation with clients (item 2.3 see). It is necessary to mark, that approximately such possibilities which have been defined as optimum, the small enterprises HUNDRED, 4 posts having no more which presume to expend on dialogue with clients to 15 minutes and more possess. Thus, the amount of managers on operation with clients is necessary for calculating, starting with 1 person on 3-5 posts. The increase in amount of posts at 1 manager as has displayed research, will lead to loss of clients, that at low congestion of capacities essentially reduces an overall performance HUNDRED.
Thus, the enterprises having to 30 and more posts, should have 58 managers on operation with clients instead of available on the average at the large enterprises of HUNDRED 2-3 workers.
It is necessary, also to consider specificity of each post, namely:
Amount obsluzhivany in day;
Amount of calls in day;
Seasonal prevalence of calls;
The shah and min amount obsluzhivany and calls in day in a current of year.
Thus time expended by clients on expectation of registration of the request on
Large stations, and it makes about 40 minutes, it is necessary to reduce at the expense of technical procedures of registration of the order.
At scheduling of number of other executives and experts it is possible to use branch specifications, as their trial function — security of observance of technique of production. On the basis of necessity of the basic personnel number of executives and experts of manufacture according to branch specifications and tarifno-qualification quick references [126, 48, 52, 64, 79] is recognised schedule.
As the primal problem of executives and the experts who have been not occupied in operation with clients, security of production is,
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That is necessary to define requirements which should be shown at selection of principals and experts.
The basic requirement to the executive and the expert is sufficient qualification (level of knowledge). As has displayed the research carried out by us, in the majority of the enterprises HUNDRED, stopped the existence, principals had no sufficient educational level, and trades of experts mismatched posts. Meanwhile, these workers in most cases define competitive strength of any enterprise, including enterprises HUNDRED.
High level of professional competence, knowledge of the matter and ability to be adapted for dynamics of changes which arise in a real life and dictate its conditions. Competence is the defining factor because in the conditions of the market it is necessary for consumer to offer something the best in comparison with competitors. And that it something the best to make, are necessary not only knowledge, but also ability. Correctness of a choice of the strategy of the enterprise, its positioning depends on flexibility and literacy of administrative decisions in the market, competent architecture of control by supply and sale. At deficiency of professional experience or qualification the principal cannot evaluate in due time and competently change of market conditions and answer it properly.
Principals and experts should be oriented on the consumer. The managerial personnel should orient workers of the basic manufacture for needs of the consumer.
Orientation to profit deriving. As has displayed our research, the majority of executives of the enterprises HUNDRED till now it is oriented on external financing, seeing in deficiency of receipt of means from the state and investors a crisis and bankruptcy principal cause.
At scheduling of activity to HUNDRED administration HUNDRED, owing to considerable dynamism and variability of the automobile market,
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Enough fast updated ™ qualitative structure of a motor pool, continuous development of new techniques of motor industry, fast growth of automation of modern motor transport, it is necessary to forecast necessity of qualified personnel. It should be fixed process. Therefore a problem of the present research is not working out of concrete indicatings to principals of the enterprises HUNDRED about a percent parity of those or other working specialities depending on specialisation and number of the personnel HUNDRED, and working out of a technique of prediction of necessity in the personnel.
The principal HUNDRED should know how independently, as more as possible precisely to define necessity of shots. Even if under stable conditions it has fixed structure of shots before it there is a question, whether this structure meets necessities or changes which will lead to improvement of operation and results are necessary. There is a question on how most precisely to define necessity of shots, as by the current moment, and on the future. Stations which successfully work today in the market, can become tomorrow noncompetitive in the absence of qualified personnel.
Therefore the principal, recognising schedule necessity of shots, should forecast a situation in the market, define, the success where them to discover will depend on what experts tomorrow as them to prepare and how to encourage.
Thus, correctly to plan necessity in workers of the basic manufacture (in some foreign sources named as «productive personnel» [179]), is necessary to analyze regularly dynamics of a regional motor pool and its structure. The basic criteria of such analysis are reduced in chapter 1 of our research.
Except the external factors defining the common tendencies and the requirements to qualification of the personnel, the principal should analyse demand for aspects of operations and services at the concrete enterprise HUNDRED and to define, in what measure qualification and structure of shots can satisfy this demand. As data for such analysis serve:
Amount of calls on each aspect of operations daily;
Amount of refusals to consumers with the reason indicating;
Amount of returns on a guarantee with the reason indicating;
Seasonal prevalence of demand on separate aspects of operations;
Turnover of staff on separate aspects of operations with the reason indicating.
Owing to high dynamism of changes of the market HUNDRED this analysis follows
To spend constantly. In our opinion, the regular control over market necessities is required. In this connection the enterprises HUNDRED can recommend the following.
At the enterprise fixed support of the control of demand for operations is necessary to organise HUNDRED. And it does not demand additional financial enclosures as does not demand staff expansion. In our opinion, immediately by this operation the one who serves clientele (the inspector, the manager on service should be occupied, the manager of department of marketing, the manager on operation with clients if with clients some person - that the chief of department works). Regular study of character of demand for operations (service) of the enterprise should be made duties of the manager on operation with clients (the principal manager) according to arriving requests, it is essential to facilitate a problem to the principal, especially small enterprise where possibilities of expansion of staff at the expense of the qualified managers are sharply restricted, introduction of automated management by demand can. It as separate software products (for example, "Marketing" from company "БЕСТ"), and the complex intelligence systems of operation of business including book keeping, sales management, supply, expenditures, the current financial analysis, investment projection (for example, R/3 from SAP AG, Oracle Applications from Oracle, BAAN IV from BAAN, a control system the BOSS of company AjTi, etc.) [133, 47-69], [102, 328-335], [90, 62-84], [62, 144-151].
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Despite expenditures on purchase, installation and service of the given systems, it will allow to optimise all managerial processes several times, having diminished enterprise necessities of the qualified supervising personnel.
Thus, on our belief, guiding of the enterprises HUNDRED, for the purpose of heightening of efficiency of structure and personnel security, it is necessary to organise the regular operative analysis:
All calls of consumers on the enterprise HUNDRED;
Structures of park and offers of other enterprises HUNDRED (especially at a territorial competition);
Structures of shots of the enterprise.
During research we have come to conclusion, that by results of this analysis, at dissatisfaction of demand more than on 10 % on a certain aspect of operations (services) guiding should accept one of following decisions in due time:
At seasonal growth of demand for certain services - about additional hiring of the time personnel;
At the growth of the demand which has been not linked with a season in case service represents a small share of operations of the enterprise HUNDRED (no more than 10 - 15 % from the accounting period income), but it is represented perspective as it is linked with introduction of new techniques, - about conversion training of the available personnel;
At fixed considerable growth of demand for service rendered by the enterprise - about staff expansion;
At proof reduction in demand for service in connection with obsolescence of techniques — about conversion training of the personnel or reduction of the staff.
Important the question on number of the basic personnel also is. As
Working hours of workers of the enterprises HUNDRED are marked in the technical literature,
It should be used not more low than on 80 % [85, 38]. If this digit is less,
The number of workers is recommended to be diminished, if it is more - to augment. A store
Powers of manufacture in 20 % it is linked with seasonal prevalence of demand for production and
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Operations HUNDRED. As mark O.D.Markov and I.F.Melnichenko, in summertime demand is augmented approximately by 20 %, in winter - accordingly decreases [82, 42].
Except scheduling and necessity prediction in shots, for security of efficiency of use of a manpower the regular analysis of existing shots of the enterprise is necessary.
To analyse qualitative structure of shots it is possible by means of two methods [155,211].
Estimation of results of the operation, grounded on comparison actual and prognoznyh indexes of activity of the personnel
Psychological methods of an estimation of personal qualities of the worker, recommended by experts in the field of work psychology [128, 94].
In our opinion, at an estimation of an overall performance of shots it is necessary to combine both groups of methods. The techniques offered by psychologists, in some cases can promote also to competent arranging of shots in the enterprise, define potential leaders and potential executors and effectively use not only a professional knowledge and abilities, but also natural abilities of employees.
As has displayed our research, even in the conditions of unemployment there is a deficiency of qualified personnel. Therefore quite often principals are forced to be reconciled by that because of insufficient qualification or its absence they have insufficiently productive work or impossibility to perform certain operation. According to research, deficiency of qualified personnel at the enterprises makes HUNDRED to 30-60 %.
In view of occurrence of new techniques of a car industry and HUNDRED and new cars it is necessary to have qualification "store", that is personnel skills should be oriented not only for the most widespread marks and models of cars, but also on operation with technical novelties, including working out of these novelties, for the purpose of the recommendation of their use to factories. Frequent renewal of shots (times in half a year - year) in the conditions of deficiency of professionals cannot
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To promote maintenance of a corresponding technological level of service of consumers. Therefore in such conditions important there is a regular professional retraining of personnel. The personnel which has got used to raise the professional level, psychologically considerably perceives fixed renewal of technics is easier.
It is necessary to distinguish premises of professional conversion training of the shots, objectively existing for principals and for the personnel.
Premises of necessity of regular tutoring of the personnel are [155,215]:
Turnover of staff (even at the most safe stations turnover of staff makes 10-20 %% in a year [109, 49]);
Changes which occur in a construction of cars, techniques of repair and the equipment;
Fixed heightening of requirements the consumers linked with technical and psychological criteria of perception of an autotechnical centre.
The basic premise for professional growth of the personnel and lowering of turnover of staff is the motivation of employees.
As motivation measures three existing methods [155, 248] can be used in various degree:
Administrative (the assertion of administrative norms and specifications, selection, selection and placement of personnel, working out of the regulating documentation, installation of administrative sanctions and encouragements).
Economic (provision of economic incentives, motivation of labour activity, a payment, insurance, installation of material sanctions and encouragements).
Socially-psychological (the socially-psychological analysis, creation of creative atmosphere, participation of workers in control, social both moral motivation and stimulation, sufficing cultural and spiritual needs, shaping of collectives, groups, creation of the normal
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Psychological climate, development in workers of the initiative and responsibility, installation of moral sanctions and encouragements).
And though to underestimate a role of economic methods of motivation of work of the personnel HUNDRED it is impossible, sufficing of social necessities of employees (self-affirmation, self-realisation, sufficing by results of the work) is not less important.
In our opinion, the system of motivation of work should combine organically in
To itself:
Economic stimulus to which for the enterprises HUNDRED it is possible to fall into the price-work salary and system of awardings;
Encouragement of career growth, moral stimulus of encouragement (competitions on the best service, accompanied by valuable prizes, certificates of honour), other aspects of material encouragement (the paid permits, granting of soft loans as to the best worker);
The expansion of social guarantees raising confidence of workers in tomorrow (voluntary medical insurance with the expanded list of services, at possibility - voluntary pension obespechjaenie, an additional provision of pensions, repayment of a part of holiday, tutoring of children etc.).
Maintenance of a comfortable psychological climate in collective.
Certainly, all measures of stimulation of employees at one enterprise
To realise it will not be possible, each enterprise HUNDRED should select those measures of motivation which their individual possibilities allow. However, as practice has displayed, application only economic measures of motivation is ineffective and does not promote confinement of qualified personnel at the enterprise.
All measures on heightening of efficiency of personnel selection of the enterprises HUNDRED are directed on effective functioning of the enterprises and processes of interaction with factories. Interaction of all enterprises HUNDRED with
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Car industry predpologaet execution HUNDRED informational-analytical functions and transmissions given to factories, on purpose postojanogo studies of the market and modification of activity of the industrial enterprises. Therefore these functions have been put in the fundamentals of a following stage of our operation.
More on topic 3.2 Heightening of efficiency of structure of control and personnel security:
- CHAPTER 3. RESEARCH of the TECHNIQUE of HEIGHTENING of EFFICIENCY of METROLOGY SECURITY of DIAGNOSING of AVAILABILITY INDEX OF PRODUCT of VEHICLES
- the purpose of dissertational operation is perfecting of control gears by development of complexes of the enterprises of motor industry for heightening of efficiency of their activity
- §3.1. Is standard-legal fastening of concept of efficiency of budgetary expenses and definition of criteria of an estimation of their efficiency for carrying out of the state financial audit (control)
- §2. Legal regulation of work with personnel structure on municipal service
- the Control and restriction of activity of the private military and security companies
- Paragraph 4. Ways of increase of efficiency of procurator's supervision behind execution of laws in sphere of antiterrorist security of objects of a railway transportation
- § 1. Organization-legal bases of the mechanism of personnel maintenance as tool of modern personnel selection of subjects kontrolnonadzornoj activity
- 1.1. The review of ways and methods of working out of metrology security of the control and diagnosing of availability index of product of vehicles.
- Functioning of a personnel reserve in law-enforcement bodies as one of directions of realisation of personnel selection of the Ministry of Internal Affairs of Russia
- LEVASHOV Michael Grigorievich. HEIGHTENING of EFFICIENCY of MAINTENANCE GAZOBALLONNYH of CARS BY APPLICATION of the COMBINED SYSTEM of INJECTION. The thesis on competition of a scientific degree of a Cand.Tech.Sci. 05.22.10 - motor transport Maintenance. Omsk -, 2007 2007
- concept, structure and principles of a konstitutsionno-legal mechanism of maintenance of personal security of the child
- § 2. A role of a personnel reserve and perfection of this tool In personnel selection realisation
- 4.1 Working out of algorithm for realisation of metrology security of the control and automatic telephone exchange diagnosing.
- Paragraph 3. Features of a technique of public prosecutor's administrative control of laws on antiterrorist security of objects of a railway transportation
- 2.1. Conceptual model of personnel selection in the conditions of organizational changes (personnel potential, organizational behaviour, a regulation) the organisation
- actual problems of maintenance of legality in police activity under the control over the private detective And security activity
- CHAPTER 4. WORKING out And RESEARCH of ALGORITHM of METROLOGY SECURITY of the CONTROL And DIAGNOSING of AVAILABILITY INDEX OF PRODUCT of VEHICLES