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Optimization of Business Processes of Small and Medium Business

Student: Mushinskiy Mikhail

Supervisor: Svetlana V. Smeltsova

Faculty: Graduate School of Business

Educational Programme: Business Administration (Bachelor)

Year of Graduation: 2021

The aim of the final qualification work is to develop recommendations for improving the efficiency of business processes of the company "Hard Rock" LLC. Tasks to be solved to achieve the goal of the work: • study the theoretical foundations of business process reengineering; • consider the most common notations for describing business processes; • study the features of the organization of business processes in small and medium-sized businesses; • to characterize the network of service centers of LLC "Hard Rock"; • to describe and analyze the business processes of the enterprise in question; • to develop recommendations for improving the efficiency of key business processes; • to estimate the economic efficiency of the proposed activities. The object of the research is a network of service centers for the repair of digital equipment of HARDROCK LLC. The subject of the research is a set of measures to improve the business processes of the network of service centers of HARDROCK LLC. To eliminate the identified problems, it is advisable to use modern information technologies. In particular, the organization "HARDROCK" LLC is recommended to optimize the model of business processes using the following procedures: 1. development and implementation of a CRM system for the network of service centers of HARDROK LLC; 2. implementation of an online system to automate the receipt of information on the status of repairs; 3. implementation of a module for tracking the repair progress by the manager. The development and implementation of a CRM system will allow you to more quickly form customer requests, store all the necessary information in a centralized database, as well as more quickly inform interested customers about the status of faulty equipment handed over for repairs, and much more ... The problem of processing customer inquiries about the status of repairs can be achieved through the implementation of an online system to automate the receipt of information. The scenario for improving the process of providing information on the status of repair can be represented as follows. (see pic. 9). Picture 9 / Optimized plan for handling customer requests at Hard Rock LLC As a result of the reengineering of the business process model, a separate business process "Issuance of information on the state of affairs for the delivered equipment" was introduced, which is carried out without any participation of acceptance managers. In accordance with the requirements of the online system, it became necessary to obtain data from the repair specialists about the current status of the repair. This information is available through a request to the CRM system. The result of the work of this online system for managers in order to analyze the work of HARDROK LLC is the generated reporting on customer requests for information. Having formed the changes to optimize the business processes of HARDROK LLC, we qualitatively analyzed and calculated economic efficiency, which strengthened confidence in the proposed changes. Thus, we can conclude that the goal of the final qualifying work has been achieved.

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