title: ÐÐ²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ñ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð¿ÑÐ¸ÐµÐ¼Ð° Ð¸ Ð¾Ð±ÑÐ°Ð±Ð¾ÑÐºÐ¸ Ð·Ð°ÑÐ²Ð¾Ðº Ð½Ð° Ð¿ÑÐ¸Ð¼ÐµÑÐµ Ð¿ÑÐ¾ÑÐµÑÑÐ° ÑÐµÑ Ð½Ð¸ÑÐµÑÐºÐ¾Ð¹ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸
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: The automation of the business process of receiving and processing requests using the example of the technical support process automation
Creators: name: ÐÑÑÐ³Ð°Ð»Ð¸ÐµÐ²Ð°, ÐÐ´ÐµÐ»Ð¸Ð½Ð°
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: ÑÐµÑ Ð½Ð¸ÑÐµÑÐºÐ°Ñ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ°
Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑ
Ð¾Ð¿Ð¸ÑÐ°Ð½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð²
Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ñ
ÑÐ¸ÐºÐ» Ð´ÐµÐ¼Ð¸Ð½Ð³Ð°
technical support
business process
description of business processes
automation
deming cycle

description: Ð ÑÐ°Ð±Ð¾ÑÐµ Ð¿ÑÐ¾Ð²ÐµÐ´ÑÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð¿ÑÐ¸ÐµÐ¼Ð° Ð¸ Ð¾Ð±ÑÐ°Ð±Ð¾ÑÐºÐ¸ Ð·Ð°ÑÐ²Ð¾Ðº Ð¾ÑÐ´ÐµÐ»Ð¾Ð¼ ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¾Ð¹ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸ ÑÐ°ÑÐ¼Ð°ÑÐµÐ²ÑÐ¸ÑÐµÑÐºÐ¾Ð¹ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. ÐÐ° Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ð¸ Ð°Ð½Ð°Ð»Ð¸Ð·Ð°, Ñ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ð¸ÐµÐ¼ Ð¼ÐµÑÐ¾Ð´Ð° ÑÐ±Ð¾ÑÐ° ÑÐ¾ÑÐ¸Ð°Ð»ÑÐ½Ð¾Ð¹ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¸ Ð¾Ð± Ð¾Ð±ÑÐµÐºÑÐµ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ´ÑÑÐ²Ð¾Ð¼ Ð¾Ð±ÑÐµÐ½Ð¸Ñ ÑÑÐ¾ÑÐ¼ÑÐ»Ð¸ÑÐ¾Ð²Ð°Ð½ Ð¿ÐµÑÐµÑÐµÐ½Ñ ÐºÑÐ¸ÑÐµÑÐ¸ÐµÐ² Ðº ÑÐ¸ÑÑÐµÐ¼Ðµ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ. Ð ÑÐ¾Ð¾ÑÐ²ÐµÑÑÑÐ²Ð¸Ðµ Ñ Ð²ÑÐ´Ð²Ð¸Ð½ÑÑÑÐ¼Ð¸ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸ÑÐ¼Ð¸, Ð¿Ð¾Ð´Ð¾Ð±ÑÐ°Ð½Ñ Ð½Ð°Ð¸Ð»ÑÑÑÐ¸Ðµ Ð²Ð°ÑÐ¸Ð°Ð½ÑÑ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð¿ÑÐ¾ÑÐµÑÑÐ°. ÐÑÐ¾Ð²ÐµÐ´ÐµÐ½ ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð· Ð²Ð°ÑÐ¸Ð°Ð½ÑÐ¾Ð² Ñ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ð¸ÐµÐ¼ ÐºÐ²Ð°Ð»Ð¸Ð¼ÐµÑÑÐ¸ÑÐµÑÐºÐ¾Ð³Ð¾ Ð¼ÐµÑÐ¾Ð´Ð° Ð¸ Ð¼ÐµÑÐ¾Ð´Ð° Ð¿ÑÐ¾ÑÐ¸Ð²Ð¾Ð¿Ð¾Ð»Ð¾Ð¶Ð½Ð¾ÑÑÐµÐ¹, ÐºÐ¾ÑÐ¾ÑÑÐ¹ Ð¿Ð¾Ð·Ð²Ð¾Ð»ÑÐµÑ Ð²ÑÐ±ÑÐ°ÑÑ Ð¾Ð¿ÑÐ¸Ð¼Ð°Ð»ÑÐ½ÑÐ¹ Ð²Ð°ÑÐ¸Ð°Ð½Ñ Ð´Ð»Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ. ÐÐ¾Ð´Ð³Ð¾ÑÐ¾Ð²Ð»ÐµÐ½ Ð¿Ð»Ð°Ð½ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ Ð¿Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ¾Ð¼Ð°Ð½Ð´Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÐ¾Ð¹ Ð² Ð¾ÑÐ´ÐµÐ» ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¾Ð¹ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸. ÐÑÐ¾ÑÐµÑÑ Ð±ÑÐ» Ð¾Ð¿Ð¸ÑÐ°Ð½ Ð½Ð° ÑÐ·ÑÐºÐµ BPMN 2.0, Ð´Ð»Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð½Ð°Ð´ Ð½Ð¸Ð¼ Ð±ÑÐ» Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½ ÑÐ¸ÐºÐ» PDCA. ÐÑÐ»Ð° Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½ Ð¿Ð»Ð°Ð½ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¿ÑÐ¾ÐµÐºÑÐ°, Ð°Ð½Ð°Ð»Ð¸Ð· Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¸ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ¸ÑÐºÐ¾Ð².
description: The process of accepting and processing applications by the technical support department of the pharmaceutical company was analyzed in the work. Based on the analysis, using the method of collecting social information about the study object through communication, a list of criteria for the management system was formulated.In accordance with the requirements put forward, the best options for process automation are selected. A comparative analysis of the variants was carried out using the qualimetric method and the method of opposites, which allows you to choose the best option for implementation. An action plan has been prepared for the implementation of the teamwork management system in the technical support department. The process was described in BPMN 2.0, a PDCA cycle was used to control it. The project execution plan, implementation need analysis and risk analysis were completed.