title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Customer experience ÑÐµÑÐµÐ½Ð¸Ñ Ð² ÑÐ°Ð±Ð¾ÑÑ ÑÐ¸ÑÐ½ÐµÑ ÐºÐ»ÑÐ±Ð°
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: Development of a project for implementing customer experience solution into the work of a fitness club
Creators: name: Ð¢Ð°ÑÐ°Ð½ÑÑÐ¸Ñ, ÐÐ°Ð½Ð¸Ð»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: 2024
Subjects: ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¸Ð¹ Ð¾Ð¿ÑÑ
ÑÐ¸ÑÑÐµÐ¼Ð° ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¸Ð¼ Ð¾Ð¿ÑÑÐ¾Ð¼
Ð¿ÑÐ¾ÐµÐºÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ
ÑÑÐ½ÐºÑÐ¸Ð¾Ð½Ð°Ð»ÑÐ½Ð°Ñ Ð°ÑÑ Ð¸ÑÐµÐºÑÑÑÐ°
customer experience
customer experience management system
implementation project
functional architecture

description: Ð¦ÐµÐ»ÑÑ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¸Ð¼ Ð¾Ð¿ÑÑÐ¾Ð¼ Ð² ÑÐ°Ð±Ð¾ÑÑ ÑÐ¸ÑÐ½ÐµÑ ÐºÐ»ÑÐ±Ð° Ð´Ð»Ñ ÑÐ»ÑÑÑÐµÐ½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¾Ð³Ð¾ Ð¾Ð¿ÑÑÐ° Ð¿Ð¾ÑÐµÑÐ¸ÑÐµÐ»ÐµÐ¹. ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ: - ÐÐ½Ð°Ð»Ð¸Ð· Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸; - ÐÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ ÑÐµÐºÑÑÐ¸Ñ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼ Ð² ÑÐ°Ð±Ð¾ÑÐµ ÑÐ¸ÑÐ½ÐµÑ ÐºÐ»ÑÐ±Ð° Ð¸ Ð½Ð°ÑÐ¾Ð¶Ð´ÐµÐ½Ð¸Ðµ Ð¸Ñ ÑÐµÑÐµÐ½Ð¸Ñ; - Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° ÑÑÐ½ÐºÑÐ¸Ð¾Ð½Ð°Ð»ÑÐ½Ð¾Ð¹ Ð°ÑÑÐ¸ÑÐµÐºÑÑÑÑ ÑÐµÑÐµÐ½Ð¸Ñ; - Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿Ð»Ð°Ð½Ð° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¸Ð¼ Ð¾Ð¿ÑÑÐ¾Ð¼; - Ð Ð°ÑÑÐµÑ ÑÑÐ¾Ð¸Ð¼Ð¾ÑÑÐ¸ Ð¸ ÑÑÐ¾ÐºÐ¾Ð² ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¿ÑÐ¾ÐµÐºÑÐ°; - ÐÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¸Ð¼ Ð¾Ð¿ÑÑÐ¾Ð¼. ÐÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ð½ÑÐµ Ð¼ÐµÑÐ¾Ð´Ñ: ÑÐ±Ð¾Ñ Ð¸ Ð°Ð½Ð°Ð»Ð¸Ð· Ð´Ð°Ð½Ð½ÑÑ, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð², Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ð¸Ðµ Ð°ÑÑÐ¸ÑÐµÐºÑÑÑÑ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð¿ÑÐ¸ Ð¿Ð¾Ð¼Ð¾ÑÐ¸ ÑÐ·ÑÐºÐ° ArchiMate Ð ÐµÐ·ÑÐ»ÑÑÐ°ÑÑ ÑÐ°Ð±Ð¾ÑÑ: - Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½ Ð´ÐµÑÐ°Ð»ÑÐ½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ°Ð±Ð¾ÑÑ ÑÐ¸ÑÐ½ÐµÑ ÐºÐ»ÑÐ±Ð° Â«101 Fitness ClubÂ»; - Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ð° Ð±Ð¸Ð·Ð½ÐµÑ-Ð¼Ð¾Ð´ÐµÐ»Ñ ÐÑÑÐµÑÐ²Ð°Ð»ÑÐ´ÐµÑÐ°, ÑÐ¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ñ Ð¿ÑÐ¾ÑÐµÑÑÑ ÑÐ¸ÑÐ½ÐµÑ ÐºÐ»ÑÐ±Ð° AS-IS Ð¸ TO-BE; - ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½ Ð¿Ð»Ð°Ð½ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¸Ð¼ Ð¾Ð¿ÑÑÐ¾Ð¼; - ÐÑÐ¾Ð¸Ð·Ð²ÐµÐ´ÐµÐ½Ð° Ð¾ÑÐµÐ½ÐºÐ° ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐ¾ÐµÐºÑÐ°. 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 ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¹ Ð² Ð¿Ð¾Ð¸ÑÐºÐµ ÑÐ¾Ð²ÑÐµÐ¼ÐµÐ½Ð½ÑÑ Ð¼ÐµÑÐ¾Ð´Ð¾Ð² Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð´ÐµÐ¹ÑÑÐ²Ð¸Ñ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸Â  Ð² ÑÐ²ÑÐ·Ð¸ ÑÐ¾ ÑÑÑÐµÐ¼Ð¸ÑÐµÐ»ÑÐ½ÑÐ¼ ÑÐ°Ð·Ð²Ð¸ÑÐ¸ÐµÐ¼ ÑÑÐ½ÐºÐ° Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÑÐ¿Ð¾ÑÑÐ¸Ð²Ð½ÑÑ ÑÑÐ»ÑÐ³ Ð¸ Ð²ÑÑÐ¾ÐºÐ¾Ð¹ ÐºÐ¾Ð½ÐºÑÑÐµÐ½ÑÐ¸ÐµÐ¹ Ð² Ð½ÑÐ¼. ÐÑÐ²Ð¾Ð´Ñ. ÐÐ°Ð´Ð°ÑÐ¸Â  ÐÐÐ Â  ÑÐµÑÐµÐ½Ñ,Â  ÑÐµÐ»ÑÂ  Ð´Ð¾ÑÑÐ¸Ð³Ð½ÑÑÐ°,Â  Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð°Â  Ð¾Ð±Ð»Ð°ÑÑÑ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸Ñ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð².
description: The purpose of the work is to develop a project for implementing a customer experience management system into the work of a fitness club to improve the customer experience of visitors. Tasks of the work: - Analysis of the organizationâs activities; - Identifying current problems in the work of a fitness club and finding their solutions; - Development of a functional solution architecture; - Development of a plan for implementing a customer experience management system; - Calculation of the cost and timing of the project; - Assessing the effectiveness of the implemented customer experience management system. Methods used: data collection and analysis, business process modeling, enterprise architecture building using the ArchiMate language. Work results: - a detailed analysis of the work of the fitness club â101 Fitness Clubâ was carried out; - Osterwalderâs business model was built, the processes of the AS-IS and TO-BE fitness club were modeled; - a plan for implementing a customer experience management system has been developed; - the economic efficiency of the project was assessed. The relevance of the topic is due to the need for companies to find modern methods of interaction with clients in connection with the rapid development of the market for the provision of sports services and high competition in it. Conclusions. The tasks of the work have been resolved, the goal has been achieved, and the scope of the results has been determined.