title: ÐÑÐ¾ÐµÐºÑ ÑÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¿ÑÐ¾ÑÐµÑÑÐ° ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÑÐµÐºÐ»Ð°Ð¼Ð°ÑÐ¸ÑÐ¼Ð¸ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ "ÐÐ¸Ð´Ð¶Ð¸ÑÐ°Ð» ÐÐ¸Ð·Ð°Ð¹Ð½"
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: Project to improve the complaint management process at the Digital Design company
Creators: name: ÐÐ°Ð²Ð»ÐµÐ½ÐºÐ¾, ÐÐ»ÑÐ³Ð°
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: 2024
Subjects: ÑÐ»ÑÑÑÐµÐ½Ð¸Ðµ ÐºÐ°ÑÐµÑÑÐ²Ð°
ÐºÑÐ¸ÑÐµÑÐ¸Ð¸ ÐºÐ°ÑÐµÑÑÐ²Ð°
Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ° Ð¾ÑÐµÐ½ÐºÐ¸
ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ ÑÐµÐºÐ»Ð°Ð¼Ð°ÑÐ¸ÑÐ¼Ð¸
ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ Ð¿ÑÐ¾ÑÐµÑÑÐ°
quality improvement
quality criteria
assessment methodology
complaints manage-ment
process efficiency

description: ÐÐ±ÑÐµÐºÑÐ¾Ð¼ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ ÑÐ²Ð»ÑÐµÑÑÑ ÐÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ñ, Ð° Ð¿ÑÐµÐ´Ð¼ÐµÑÐ¾Ð¼ â ÑÐ°Ð¼ Ð¿ÑÐ¾ÑÐµÑÑ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÑÐµÐºÐ»Ð°Ð¼Ð°ÑÐ¸ÑÐ¼Ð¸. ÐÐºÑÑÐ°Ð»ÑÐ½Ð¾ÑÑÑ Ð´Ð°Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ Ð¿Ð¾Ð´ÑÐµÑÐºÐ¸Ð²Ð°ÐµÑ Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÑ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÑÐµÐºÐ»Ð°Ð¼Ð°ÑÐ¸ÑÐ¼Ð¸ Ð² ÑÐ¾Ð²ÑÐµÐ¼ÐµÐ½Ð½Ð¾Ð¹ Ð±Ð¸Ð·Ð½ÐµÑ-ÑÑÐµÐ´Ðµ, Ð³Ð´Ðµ Ð¾Ð¿ÐµÑÐ°ÑÐ¸Ð²Ð½Ð¾Ðµ ÑÐµÐ°Ð³Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð½Ð° Ð·Ð°Ð¿ÑÐ¾ÑÑ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð² ÑÐºÑÐµÐ¿Ð»ÑÐµÑ Ð¿Ð¾Ð·Ð¸ÑÐ¸Ñ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð½Ð° ÑÑÐ½ÐºÐµ Ð¸ Ð¾Ð±ÐµÑÐ¿ÐµÑÐ¸Ð²Ð°ÐµÑ ÐµÐµ ÐºÐ¾Ð½ÐºÑÑÐµÐ½ÑÐ¾ÑÐ¿Ð¾ÑÐ¾Ð±Ð½Ð¾ÑÑÑ. Ð¦ÐµÐ»ÑÑ Ð´Ð°Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐ¾ÑÐµÑÑÐ° Â«Ð£Ð¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ ÑÐµÐºÐ»Ð°Ð¼Ð°ÑÐ¸ÑÐ¼Ð¸Â» Ð´Ð»Ñ ÑÐ¾ÐºÑÐ°ÑÐµÐ½Ð¸Ñ Ð²ÑÐµÐ¼ÐµÐ½Ð¸ Ð¾Ð±ÑÐ°Ð±Ð¾ÑÐºÐ¸ Ð·Ð°Ð¿ÑÐ¾ÑÐ¾Ð², Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð² Ð¸ Ð² Ð¸ÑÐ¾Ð³Ðµ Ð¿Ð¾Ð»ÑÑÐµÐ½Ð¸Ñ Ð½Ð¾Ð²ÑÑ ÐºÐ¾Ð½ÐºÑÑÐµÐ½ÑÐ½ÑÑ Ð¿ÑÐµÐ¸Ð¼ÑÑÐµÑÑÐ² Ð´Ð»Ñ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸. ÐÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð¿ÑÐµÐ´Ð¿Ð¾Ð»Ð°Ð³Ð°ÐµÑ ÑÑÐ°ÑÐµÐ»ÑÐ½Ð¾Ðµ Ð¸Ð·ÑÑÐµÐ½Ð¸Ðµ ÑÐµÐºÑÑÐµÐ³Ð¾ Ð¿ÑÐ¾ÑÐµÑÑÐ° ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð¶Ð°Ð»Ð¾Ð±Ð°Ð¼Ð¸, ÑÐ¾Ð·Ð´Ð°Ð½Ð¸Ðµ ÐºÐ¾Ð½ÑÐµÐ¿ÑÑÐ°Ð»ÑÐ½Ð¾Ð¹ Ð¼Ð¾Ð´ÐµÐ»Ð¸ ÑÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð½Ð¾Ð³Ð¾ Ð¿ÑÐ¾ÑÐµÑÑÐ°, Ð·Ð°Ð¿ÑÑÐº Ð¿ÑÐ¾ÐµÐºÑÐ° Ð¿Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ»ÑÑÑÐµÐ½Ð¸Ð¹, ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÑ Ð¸Ð½ÑÑÑÑÐºÑÐ¸Ð¹ Ð´Ð»Ñ ÑÐ¾ÑÑÑÐ´Ð½Ð¸ÐºÐ¾Ð² Ð¿Ð¾ ÑÐµÐ³Ð¸ÑÑÑÐ°ÑÐ¸Ð¸ Ð¶Ð°Ð»Ð¾Ð± Ð¸ Ð¾ÑÐµÐ½ÐºÑ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð² Ñ Ð¿Ð¾Ð¼Ð¾ÑÑÑ Ð¸Ð¼Ð¸ÑÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð³Ð¾ Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ. ÐÐ¶Ð¸Ð´Ð°ÐµÐ¼ÑÐµ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÑ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²ÐºÐ»ÑÑÐ°ÑÑ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ ÐºÐ°ÑÐµÑÑÐ²Ð° Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð² Ð¸ Ð¾Ð¿ÑÐ¸Ð¼Ð¸Ð·Ð°ÑÐ¸Ñ Ð¿ÑÐ¾ÑÐµÑÑÐ° ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð¶Ð°Ð»Ð¾Ð±Ð°Ð¼Ð¸ Ð² ÐÐÐ Â«ÐÐ¸Ð´Ð¶Ð¸ÑÐ°Ð» ÐÐ¸Ð·Ð°Ð¹Ð½Â». ÐÐ¾Ð»ÑÑÐµÐ½Ð½ÑÐµ Ð´Ð°Ð½Ð½ÑÐµ Ð¼Ð¾Ð³ÑÑ Ð±ÑÑÑ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ñ Ð´Ð»Ñ Ð²Ð½ÐµÑÐµÐ½Ð¸Ñ Ð¸Ð·Ð¼ÐµÐ½ÐµÐ½Ð¸Ð¹ Ð² Ð¿ÑÐ¾ÑÐµÑÑ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð¶Ð°Ð»Ð¾Ð±Ð°Ð¼Ð¸ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð¸ Ð¼Ð¾Ð³ÑÑ ÑÐ»ÑÐ¶Ð¸ÑÑ Ð¾ÑÐ½Ð¾Ð²Ð¾Ð¹ Ð´Ð»Ñ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ¸ Ð´Ð¾Ð¿Ð¾Ð»Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÑ ÑÐ»ÑÑÑÐµÐ½Ð¸Ð¹ Ð² Ð±ÑÐ´ÑÑÐµÐ¼.
description: The object of the study is the Company, and the subject is the claims management process itself. The relevance of this work emphasizes the need to improve claims man-agement processes in a modern business environment, where prompt response to cus-tomer requests strengthens the companys position in the market and ensures its com-petitiveness. The goal of this work is to increase the efficiency of the âComplaints Man-agementâ process to reduce the processing time of requests, increase customer satisfac-tion and ultimately obtain new competitive advantages for the organization. The study involves a thorough examination of the current complaint manage-ment process, creating a conceptual model of the improved process, launching an im-provement project, developing instructions for employees to record complaints, and evaluating the results using simulation modeling. The expected results of the project include improving the quality of customer service and optimizing the complaint management process at Digital Design. The find-ings can be used to make changes to a companys complaint management process and can serve as a basis for developing additional improvements in the future.