title: ÐÐ¾Ð´ÐµÑÐ½Ð¸Ð·Ð°ÑÐ¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼ ÑÑÐ»ÑÐ³ Ð² ÑÑÐµÑÐµ Ð¶Ð¸Ð»Ð¸ÑÐ½Ð¾-ÐºÐ¾Ð¼Ð¼ÑÐ½Ð°Ð»ÑÐ½Ð¾Ð³Ð¾ Ñ Ð¾Ð·ÑÐ¹ÑÑÐ²Ð° Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³Ð°
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: Modernization of the service quality management system in the sphere of housing and utilities in St. Petersburg
Creators: name: Ð¨ÑÐ¼Ð¸ÑÐ¸Ð½Ð°, ÐÐ»Ð¸Ð·Ð°Ð²ÐµÑÐ°
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: 2023
Subjects: Ð¼Ð¾Ð´ÐµÑÐ½Ð¸Ð·Ð°ÑÐ¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ
ÑÐ¿ÐµÑÐ¸ÑÐ¸ÐºÐ° Ð¶Ð¸Ð»Ð¸ÑÐ½Ð¾-ÐºÐ¾Ð¼Ð¼ÑÐ½Ð°Ð»ÑÐ½Ð¾Ð³Ð¾ Ñ Ð¾Ð·ÑÐ¹ÑÑÐ²Ð°
Ð¾ÑÐµÐ½ÐºÐ° ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÑÐ»ÑÐ³
ÑÑÑÑ Ð¿ÑÐ¾Ð¸Ð·Ð²Ð¾Ð´ÑÑÐ²Ð° ÑÐ°Ð±Ð¾Ñ
Ð½ÐµÐ·Ð°Ð²Ð¸ÑÐ¸Ð¼ÑÐ¹ ÐºÐ¾Ð½ÑÑÐ¾Ð»Ñ
management system modernization
housing and utilities specificity
service quality assessment
work production accounting
independent control

description: Ð¦ÐµÐ»ÑÑ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ Ð°Ð½Ð°Ð»Ð¸Ð· Ð¸ Ð²ÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÑ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼ Ð² ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ð¸ ÑÐ¸ÑÑÐµÐ¼Ð¾Ð¹ Ð¶Ð¸Ð»Ð¸ÑÐ½Ð¾-ÐºÐ¾Ð¼Ð¼ÑÐ½Ð°Ð»ÑÐ½Ð¾Ð³Ð¾ ÑÐ¾Ð·ÑÐ¹ÑÑÐ²Ð°, Ð° ÑÐ°ÐºÐ¶Ðµ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð¸Ðµ ÑÑÑÐµÐºÑÐ¸Ð²Ð½ÑÑ Ð¼ÐµÑ Ð´Ð»Ñ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÑÐ»ÑÐ³ Ð¿Ð¾ÑÑÐµÐ´ÑÑÐ²Ð¾Ð¼ Ð¼Ð¾Ð´ÐµÑÐ½Ð¸Ð·Ð°ÑÐ¸Ð¾Ð½Ð½ÑÑ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹. ÐÑÐ»Ð¸ ÑÐµÑÐµÐ½Ñ ÑÐ»ÐµÐ´ÑÑÑÐ¸Ðµ Ð·Ð°Ð´Ð°ÑÐ¸: - Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ðµ ÑÐµÐºÑÑÐµÐ³Ð¾ ÑÐ¾ÑÑÐ¾ÑÐ½Ð¸Ñ ÑÑÐµÑÑ Ð¶Ð¸Ð»Ð¸ÑÐ½Ð¾-ÐºÐ¾Ð¼Ð¼ÑÐ½Ð°Ð»ÑÐ½Ð¾Ð³Ð¾ ÑÐ¾Ð·ÑÐ¹ÑÑÐ²Ð° Ð³Ð¾ÑÐ¾Ð´Ð°, Ð²ÑÐ´ÐµÐ»ÑÑ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÐµ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ; - Ð²ÑÐ´ÐµÐ»ÐµÐ½Ð¸Ðµ ÑÐ¿ÐµÑÐ¸ÑÐ¸ÑÐµÑÐºÐ¸Ñ Ð¾ÑÐ¾Ð±ÐµÐ½Ð½Ð¾ÑÑÐµÐ¹ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼ Ð¶Ð¸Ð»Ð¸ÑÐ½Ð¾-ÐºÐ¾Ð¼Ð¼ÑÐ½Ð°Ð»ÑÐ½ÑÑ ÑÑÐ»ÑÐ³, Ð°Ð½Ð°Ð»Ð¸Ð· Ð°Ð½Ð°Ð»Ð¾Ð³Ð¸ÑÐ½ÑÑ Ð·Ð°ÑÑÐ±ÐµÐ¶Ð½ÑÑ Ð¿ÑÐ°ÐºÑÐ¸Ðº; - Ð°Ð½Ð°Ð»Ð¸Ð· Ð¸ Ð¾ÑÐµÐ½ÐºÐ° Ð¾Ð±ÑÐµÐºÑÐ° Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¸ Ð²ÑÐ¾Ð´ÑÑÐ¸Ñ Ð² Ð¿ÑÐ¾ÑÐµÑÑ Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÑÑÐ»ÑÐ³ ÑÑÐ°ÑÑÐ½Ð¸ÐºÐ¾Ð²; - Ð²ÑÐ´ÐµÐ»ÐµÐ½Ð¸Ðµ Ð¸ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð¸Ðµ Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼ÑÑ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ Ð´Ð»Ñ Ð¼Ð¾Ð´ÐµÑÐ½Ð¸Ð·Ð°ÑÐ¸Ð¸; - Ð¾ÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐµÐ´Ð»Ð°Ð³Ð°ÐµÐ¼ÑÑ Ðº Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹. ÐÐºÑÑÐ°Ð»ÑÐ½Ð¾ÑÑÑ ÑÐµÐ¼Ñ Ð¾Ð±ÑÑÐ»Ð¾Ð²Ð»ÐµÐ½Ð° Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÑÑ Ð²ÑÑÐ¾Ð´Ð° Ð¸Ð· ÐºÑÐ¸Ð·Ð¸ÑÐ½Ð¾Ð³Ð¾ ÑÐ¾ÑÑÐ¾ÑÐ½Ð¸Ñ ÑÑÐµÑÑ Ð¶Ð¸Ð»Ð¸ÑÐ½Ð¾-ÐºÐ¾Ð¼Ð¼ÑÐ½Ð°Ð»ÑÐ½Ð¾Ð³Ð¾ ÑÐ¾Ð·ÑÐ¹ÑÑÐ²Ð° Ð¿Ð¾ÑÑÐµÐ´ÑÑÐ²Ð¾Ð¼ ÑÐ¾Ð·Ð´Ð°Ð½Ð¸Ñ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼. ÐÑÑÐ¾ÑÐ½Ð¸ÐºÐ°Ð¼Ð¸ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¸ Ð²ÑÑÑÑÐ¿Ð¸Ð»Ð¸ Ð´Ð°Ð½Ð½ÑÐµ Ð¾ÑÐµÑÐµÑÑÐ²ÐµÐ½Ð½Ð¾Ð¹ Ð¸ Ð·Ð°ÑÑÐ±ÐµÐ¶Ð½Ð¾Ð¹ Ð½Ð°ÑÑÐ½Ð¾-Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°ÑÐµÐ»ÑÑÐºÐ¾Ð¹ Ð»Ð¸ÑÐµÑÐ°ÑÑÑÑ, Ð¾ÑÐ¸ÑÐ¸Ð°Ð»ÑÐ½ÑÑ ÐÐ½ÑÐµÑÐ½ÐµÑ-ÑÐµÑÑÑÑÐ¾Ð² Ð¸ Ð°Ð½Ð°Ð»Ð¸ÑÐ¸ÑÐµÑÐºÐ¸Ñ Ð°Ð³ÐµÐ½ÑÑÑÐ². ÐÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð° Ð¼Ð¾Ð´ÐµÐ»Ñ Ð¼Ð¾Ð´ÐµÑÐ½Ð¸Ð·Ð°ÑÐ¸Ð¸ ÑÐ¸ÑÑÐµÐ¼Ñ Ð½Ð° Ð¾ÑÐ½Ð¾Ð²Ðµ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ð½Ð¾Ð³Ð¾ Ð¾Ð±ÐµÑÐ¿ÐµÑÐµÐ½Ð¸Ñ, ÑÐ¿ÑÐ¾ÑÐ°ÑÑÐµÐ³Ð¾ Ð³Ð»Ð°Ð²Ð½ÑÐµ Ð¿ÑÐ¾ÑÐµÑÑÑ ÑÑÐ½ÐºÑÐ¸Ð¾Ð½Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ ÑÑÐ»ÑÐ³Ð¸, Ð° ÑÐ°ÐºÐ¶Ðµ Ð¿Ð¾Ð²ÑÑÐ°ÑÑÐ¸Ð¹ ÐµÑ ÐºÐ°ÑÐµÑÑÐ²Ð¾ Ð¸ ÐºÐ¾Ð½ÐºÑÑÐµÐ½ÑÐ¾ÑÐ¿Ð¾ÑÐ¾Ð±Ð½Ð¾ÑÑÑ ÑÑÐµÐ´Ð¸ ÑÑÐ°ÑÑÐ½Ð¸ÐºÐ¾Ð² Ð¶Ð¸Ð»Ð¸ÑÐ½Ð¾-ÐºÐ¾Ð¼Ð¼ÑÐ½Ð°Ð»ÑÐ½Ð¾Ð³Ð¾ ÑÐ¾Ð·ÑÐ¹ÑÑÐ²Ð°. Ð ÑÐ¾Ð´Ðµ ÑÐ°Ð±Ð¾ÑÑ Ð±ÑÐ»Ð¸ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ñ ÑÐ¸ÑÑÐ¾Ð²ÑÐµ ÑÐµÑÑÑÑÑ, Ð° Ð¸Ð¼ÐµÐ½Ð½Ð¾ Ð½Ð°ÑÐºÐ¾Ð¼ÐµÑÑÐ¸ÑÐµÑÐºÐ¾Ð¹ Ð±Ð°Ð·Ñ (elibrary.ru, ÑÐ»ÐµÐºÑÑÐ¾Ð½Ð½ÑÐµ Ð½Ð°ÑÑÐ½ÑÐµ Ð¶ÑÑÐ½Ð°Ð»Ñ) Ð¿ÑÐ¸ Ð½Ð°Ð¿Ð¸ÑÐ°Ð½Ð¸Ð¸ Ð»Ð¸ÑÐµÑÐ°ÑÑÑÐ½Ð¾Ð³Ð¾ Ð¾Ð±Ð·Ð¾ÑÐ°, Ð° Ð¿ÑÐ¸ Ð¾Ð±ÑÐ°Ð±Ð¾ÑÐºÐµ Ð´Ð°Ð½Ð½ÑÑ â Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ð½Ð¾Ðµ Ð¾Ð±ÐµÑÐ¿ÐµÑÐµÐ½Ð¸Ðµ (Ð¿Ð°ÐºÐµÑ Ð¿ÑÐ¸ÐºÐ»Ð°Ð´Ð½ÑÑ Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼ Microsoft Office, Autodesk: AutoCad).
description: The given work is devoted to the analysis and identification of the main problems in the management of the housing and communal services system, as well as the proposal of an effective measure to ensure the quality of services through modernization measures. The research set the following goals: Study of the state of the state of the citys housing and communal services, highlighting the main problems. Identification of specific features of quality management of housing and communal services, analysis of similar practices. Analysis and evaluation of the object of study, included in the process of providing services to participants. Highlighting and suggesting social events for association. Evaluation of the effectiveness of ongoing activities. The work was fulfilled on the basis of sq. 5 of the Novoizmailovskoye municipality and the collection of factual material, i.e. the results of the enterprise, data on complaints received. The data obtained during the study indicate the presence of enterprises of the citys housing and communal services, the established methods of working with requests from owners, and the absence of regular monitoring with an assessment of the quality of services provided. The analysis was carried out by the method of studying statistical data. Based on the results of the study, the current state of the housing and communal services, including statistical data, was analyzed. Proposals have been developed to improve the quality of housing and communal services. The result of the study of the housing and communal services of the city of St. Petersburg was the decision to modernize the quality management system through the introduction of software (an automatic system for recording the production of works). In the course of the work, scientific journals were used, as well as elibrary.ru for writing a literature review and Microsoft Office and Autodesk AutoCad programs for data processing.