title: Ð£Ð¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹ (Ð½Ð° Ð¿ÑÐ¸Ð¼ÐµÑÐµ ÑÐµÑÐ¸ ÐÐÐ¡ ÐÐÐ "ÐÐ°Ð·Ð¿ÑÐ¾Ð¼Ð½ÐµÑÑÑ")
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¼Ð°Ð³Ð¸ÑÑÑÐ°
titleType: Subtitle
title: Ð¡ustomer service quality management (on the example of the gas station network of public company Â«GazpromneftÂ»)
Creators: name: ÐÐ²Ð°Ð½Ð¾Ð², ÐÐ°Ð´Ð¸Ð¼
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: 2019
Subjects: Ð°Ð·Ñ
ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼
ÐºÐ°ÑÐµÑÑÐ²Ð¾
ÑÑÐ»ÑÐ³Ð°
ÑÐ¸ÑÑÐµÐ¼Ð° Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð°
ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ñ
Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ðµ
ÑÐ»ÑÑÑÐµÐ½Ð¸Ðµ
quality management
quality
gas station
quality management system

description: ÐÐ±ÑÐµÐºÑÐ¾Ð¼ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ ÑÐ²Ð»ÑÐµÑÑÑ ÐÐÐ Â«ÐÐ°Ð·Ð¿ÑÐ¾Ð¼Ð½ÐµÑÑÑÂ». Ð¦ÐµÐ»Ñ Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ â ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ Ð¿Ð¾ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð½Ð° Ð¿ÑÐ¸Ð¼ÐµÑÐµ ÑÐµÑÐ¸ ÐÐÐ¡ ÐÐÐ Â«ÐÐ°Ð·Ð¿ÑÐ¾Ð¼Ð½ÐµÑÑÑÂ». ÐÐ»Ñ Ð´Ð¾ÑÑÐ¸Ð¶ÐµÐ½Ð¸Ñ ÑÐµÐ»Ð¸ Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ ÑÐµÑÐµÐ½Ð¸Ðµ Ð·Ð°Ð´Ð°Ñ: â Ð¸Ð·ÑÑÐµÐ½Ð¸Ðµ Ð½Ð°ÑÑÐ½Ð¾Ð¹ Ð¸ Ð¿ÑÐ¾ÑÐµÑÑÐ¸Ð¾Ð½Ð°Ð»ÑÐ½Ð¾Ð¹ Ð»Ð¸ÑÐµÑÐ°ÑÑÑÑ, Ð½Ð¾ÑÐ¼Ð°ÑÐ¸Ð²Ð½Ð¾Ð¹ Ð´Ð¾ÐºÑÐ¼ÐµÐ½ÑÐ°ÑÐ¸Ð¸ Ð¿Ð¾ Ð¿ÑÐµÐ´Ð¼ÐµÑÑ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ; â Ð¸Ð·ÑÑÐµÐ½Ð¸Ðµ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐÐÐ Â«ÐÐ°Ð·Ð¿ÑÐ¾Ð¼Ð½ÐµÑÑÑÂ» Ð¸ Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð¸Ðµ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° ÑÐ¾ÑÑÐ¾ÑÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸; â ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ Ð¿Ð¾ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼ ÑÑÐ»ÑÐ³ Ð² ÐÐÐ Â«ÐÐ°Ð·Ð¿ÑÐ¾Ð¼Ð½ÐµÑÑÑÂ»; â ÑÐ°ÑÑÑÑ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÐµÐ»ÐµÑÐ¾Ð¾Ð±ÑÐ°Ð·Ð½Ð¾ÑÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð½ÑÑ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹. ÐÑÐ¸ Ð½Ð°Ð¿Ð¸ÑÐ°Ð½Ð¸Ð¸ ÑÐ°Ð±Ð¾ÑÑ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð»Ð¸ÑÑ ÑÐ»ÐµÐ´ÑÑÑÐ¸Ðµ Ð¼ÐµÑÐ¾Ð´Ñ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: ÑÐµÐ³Ð¸ÑÑÑÐ°ÑÐ¸Ð¾Ð½Ð½ÑÐ¹, Ð°Ð½Ð°Ð»Ð¸ÑÐ¸ÑÐµÑÐºÐ¸Ð¹ Ð¸ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÐºÐ¾- Ð¼Ð°ÑÐµÐ¼Ð°ÑÐ¸ÑÐµÑÐºÐ¸Ð¹, Ð° ÑÐ°ÐºÐ¶Ðµ Ð½Ð°Ð±Ð»ÑÐ´ÐµÐ½Ð¸Ðµ Ð¸ Ð°Ð½Ð°Ð»Ð¸Ð·. ÐÐ° Ð¾ÑÐ½Ð¾Ð²Ðµ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð² Ð¿ÑÐ¾Ð²ÐµÐ´ÑÐ½Ð½Ð¾Ð³Ð¾ Swot-Ð°Ð½Ð°Ð»Ð¸Ð·Ð° Ð±ÑÐ»Ð¸ Ð²ÑÑÐ²Ð»ÐµÐ½Ñ Ð¸ Ð¿ÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ñ ÑÐ¸Ð»ÑÐ½ÑÐµ Ð¸ ÑÐ»Ð°Ð±ÑÐµ ÑÑÐ¾ÑÐ¾Ð½Ñ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸, Ð²Ð¾Ð·Ð¼Ð¾Ð¶Ð½Ð¾ÑÑÐ¸ Ð¸ ÑÐ³ÑÐ¾Ð·Ñ Ð´Ð»Ñ ÐÐÐ Â«ÐÐ°Ð·Ð¿ÑÐ¾Ð¼Ð½ÐµÑÑÑÂ». ÐÐ¾ Ð¸ÑÐ¾Ð³Ð°Ð¼ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° Ð±ÑÐ»Ð¸ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ñ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð¿Ð¾ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐÐÐ¡ ÐÐÐ Â«ÐÐ°Ð·Ð¿ÑÐ¾Ð¼Ð½ÐµÑÑÑÂ»: ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½ ÑÑÐ°Ð½Ð´Ð°ÑÑ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¾Ð¿ÐµÑÐ°ÑÐ¾ÑÐ° ÐÐÐ¡ Ð¸ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ñ Ð¼ÐµÑÑ Ð¿Ð¾ Ð´Ð¸Ð²ÐµÑÑÐ¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¸ ÑÑÐ»ÑÐ³ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. Ð Ð°ÑÑÑÑ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾Ð´ÑÐ²ÐµÑÐ´Ð¸Ð» ÑÐµÐ»ÐµÑÐ¾Ð¾Ð±ÑÐ°Ð·Ð½Ð¾ÑÑÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ Ð¿Ð¾ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ.
description: The object of the study is PJSC Â«GazpromneftÂ». The purpose of the final qualification work is to develop measures to improve service quality management on the example of the gas station network of PJSC Â«GazpromneftÂ». To achieve the goal it is necessary to solve problems: â study of scientific and professional literature, normative docu- mentation on the subject of research; â study of the activities of PJSC Â«GazpromneftÂ» and analysis of the state of the quality management system in the company; â development of measures to improve service quality management in PJSC Â«GazpromneftÂ»; â calculation of economic feasibility of implementation of the pro- posed measures. When writing the work, the following research methods were used: registration, analytical and economic-mathematical, as well as observation and analysis Based on the results of the Swot analysis, the company's strengths and weaknesses, opportunities and threats to PJSC Â«GazpromneftÂ» were identified and analyzed. Based on the results of the analysis, measures were proposed to improve the activities of the filling stations of PJSC Â«Gazprom neftÂ»: a standard of service for the gas station operator was developed and measures were proposed to diversify the company's services. The calculation of economic efficiency confirmed the feasibility of implementing improvement measures.