Improvement of theoretical and methodical government competitiveness of enterprise and estimation of his competition status bases

Abstract

Purpose. The sphere of services grows into the most ponderable sector of economy; therefore all more insistent requires enhanceable attention to the questions of effective management. Today it becomes difficult without the proper scientific, theoretical and methodical providing. Such providing must take into account of principle differences between the materialized commodity and intangible services. Exactly these differences generated marketing of services. Aspiring to his improvement became reason of origin of internal and interactive marketing both in a theory and in practice. On the degree of distribution into organization of service ideology and development of the interactive marketing quality of cooperation of personnel depends with clients. Therefore, there is a requirement in the improvement of separate aspects of management the service systems. In particular, methodical basis of process of renewal of services needs improvement, require revisions and adaptations to the concrete service systems going near providing with of personnel plenary powers. Method. Forming of effective control system by a service process leans against the methodical tool of all service triangle. However much effectiveness of cooperation of personnel of service organization with the users of its services most depends on the degree of subordination of all employees a single purpose is satisfaction of queries of users due to the grant of services of high quality. The method of estimation of personnel for the choice of going near providing with his plenary powers enables to set the optimum scopes of involving of him in a service process and accept the grounded decision in relation to expedience of renewal of services. Results. The necessity of perfection of process of grant of service services today intensified from a becoming tougher competition and unfavorable economic situations in a country. At the same time, it ran into insufficiency of the methodical providing. Direct connection is set between efficiency of functioning of the service system and quality of cooperation of service personnel with the users of services. It is in same queue well proven that quality of such cooperation is instrumental in loyalty and adherence of clients to services of organization, but does not eliminate failures in service. Passenger transport companies are especially strongly subject to the failures and rejections. It results in a necessity sufficiently frequent to accept decision about expedience of renewal of services. It requires that frontline personnel corresponded certain descriptions and provided with plenary powers. As an effective method of service process, control the extended and improved method of estimation of personnel offered. It can come forward a base for a decision-making about the degree of involving of separate groups and categories of workers in a service process and delegations by him plenary powers. Scientific novelty. A necessity grounded for modern service organization of becoming and development of the interactive marketing within the framework of service triangle. The features of a transport service, which distinguish it from other types of services and stipulate the specific of process of grant of service control, are marked. Specified and adapted to the railway passenger transport procedure of renewal of service. A decision-making method substantially improved about the level of providing with of personnel plenary powers and application of the proper going near management service personnel due to including of additional factors (situational variables). An evaluation scale extended, the proper interpretation given to the entered factors. Practical meaningfulness. Introduction of the interactive marketing, supported marketing conception of co-operation, will enable to improve high-quality descriptions of personnel of a passenger transport company, fix its positive image, set the protracted customer relations, to promote their loyalty to the company and reduce the risk of transition of passengers on other types of transport. Offered method of estimation of personnel for the ground of decision about a level engaging of him in a service process and providing with plenary powers will be instrumental in the increase of efficiency of service process control.