title: Ð¡Ð¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾-ÐºÐ¾Ð¼Ð¼ÑÐ½Ð¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸ Ð¿ÑÐ¾Ð¸Ð·Ð²Ð¾Ð´ÑÑÐ²ÐµÐ½Ð½Ð¾Ð³Ð¾ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð·Ð° ÑÑÐµÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÐ°
titleType: Subtitle
title: ImprovementÂ of information and communication support of a manufacturing enterpriseÂ through the implementation of a CRM system
Creators: name: ÐÐ°Ð²ÑÑÐ»Ð¾Ð²Ð°, Ð®Ð»Ð¸Ñ
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2022
Subjects: CRM
SWOT-Ð°Ð½Ð°Ð»Ð¸Ð·
AS-IS
TO-BE
ÑÐµÐ¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ñ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð²
FSS
API
SWOT analysis
AS IS
TO BE
business processes restructuring

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description: The subject of the graduate qualification work is âImprovementÂ of information and communication support of a manufacturing enterpriseÂ through the implementation of a CRM systemâ.The purpose of the work was to improve the information andÂ communication processes of the Mir Konstruktsy LLC enterprise byÂ implementation a CRM system in order to optimize the order managementÂ process, improve business processes related to communication and strategicÂ planning, increasing customer loyalty and obtaining competitive advantages.Work tasks:1. Search for vulnerabilities in the business process "work with aÂ commercial order".2. Selection of IS for implementation and justification of the need toÂ implement a CRM system.3. Formation of target infrastructure.4. Calculation of the economic efficiency of the project.The work was fulfilled at the manufacturing enterprise MirÂ Konstruktsy LLC, using the following methods: SWOT analysis, businessÂ process modeling in IDEF0 and Archimate, motivational extension modelÂ and the Osterwalder business model canvas, comparative analysis,Â multicriteria decision analysis.Results of the work: There was carried out a comprehensiveÂ analysis of the company's activities, in particular, the process of "workingÂ with a commercial order", identified problems in the information andÂ communication environment, which reduced the efficiency of activities andÂ gave a high load on the commercial department. Also, there was proposed aÂ solution to automate the process through the implementation of a CRMÂ system, and was given a justification for the need for its implementation. InÂ addition, there was built the target architecture of the process, was proposedÂ an implementation project, and was made an economic assessment of theÂ effectiveness of the implementation.The practical significance of the work is to automate processes,Â reduce the number of errors while working on a commercial order, form aÂ single customer base, create the ability to conduct analytics to improve theÂ efficiency of the enterprise, increase customer loyalty and gain competitiveÂ advantages.