Sales Processes Improvement Based on Lean Maintenance Principles

This work is aimed at developing a program recommendations to improve the sales process of the perm branch’s company "Эр-Телеком Холдинг". Tools and principles of lean support were used to carry out the research. At the initial stage, problems related to customer satisfaction and two main areas of influence on the problem were identified: the first area is related to the irrational organization of the sales process, the second area is related to irrational actions and duplicative operations at the level of customer-service provider interaction. The study examined the current state of the sales organization process and the direct provision of services. In the framework of the study, a value stream map was constructed and the causes influencing the problems of both areas and customer satisfaction were found. Then the program of recommendations and actions for elimination of problem sites and improvement of the current situation was developed and the map of a stream of creation of value of the future state is constructed.