Automation of process control of consumer complaints in the field of engine building

In this paper, the goal was to develop a model of the “Claims Management” process and a methodology for analyzing the repeatability of claims for a company with a holding structure. DEM Infor and Draw.io environments were chosen as tools for research and implementation of processes. The task is relevant for the corporation, because there is no tool for aggregating and storing the data of claims coming to the enterprises side. A unified IT infrastructure was not organized and tuned to record data on all stages of processing a claim, which negatively affects the speed and quality of decision-making on the correction of operator products. To achieve this goal, the first chapter of the work describes the main conditions of the holding, its specificity and specificity, the reasons for choosing an information system. Describes the requirements for the automation of the process "Claim Management" that must be considered when modeling. In the second chapter, the processes related to the management of customer claims in the Infor ERP LN system are investigated, the claims management process has been developed to prepare for the formation of a methodology for analyzing the repeatability of claims. A methodology for analyzing the repeatability of claims. The third chapter presents the results of using the methodology and automated processes. As a result of this work, the “Claims Management” process was automated and a repeatability analysis methodology was developed. The results of the work are: users working in the information system, using of the methodology. The current and potential results of using this functionality and repeatability analysis methods are presented.