title: ÐÑÐ¾ÐµÐºÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ ÐºÐ¾Ð½ÑÐ°ÐºÑ-ÑÐµÐ½ÑÑÐ° Ð² Ð¼Ð½Ð¾Ð³Ð¾Ð¿ÑÐ¾ÑÐ¸Ð»ÑÐ½Ð¾Ð¼ Ð¼ÐµÐ´Ð¸ÑÐ¸Ð½ÑÐºÐ¾Ð¼ ÑÑÑÐµÐ¶Ð´ÐµÐ½Ð¸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: Project for the implementation of the contact center automation system in a multidisciplinary medical center
Creators: name: Ð¨Ð¸ÑÐ°Ð½Ð¾Ð², ÐÐµÐ½Ð¸Ñ
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: Ð±Ð¸Ð·Ð½ÐµÑ-Ð¼Ð¾Ð´ÐµÐ»Ñ
ÑÐ¸ÑÑÐµÐ¼Ð° Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ ÐºÐ¾Ð½ÑÐ°ÐºÑ-ÑÐµÐ½ÑÑÐ°
Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ
business model
contact center automation system
information system implementation

description: Ð¦ÐµÐ»ÑÑ ÑÐ°Ð±Ð¾ÑÑ -Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ ÐºÐ¾Ð½ÑÐ°ÐºÑ-ÑÐµÐ½ÑÑÐ°, ÐºÐ¾ÑÐ¾ÑÐ°Ñ Ð¿Ð¾Ð¼Ð¾Ð³Ð»Ð° Ð±Ñ ÑÐ¿ÑÐ°Ð²Ð¸ÑÑÑÑ Ñ Ð±Ð¾Ð»ÑÑÐ¸Ð¼ Ð¿Ð¾ÑÐ¾ÐºÐ¾Ð¼ Ð¿Ð°ÑÐ¸ÐµÐ½ÑÐ¾Ð², Ð¿ÐµÑÐµÐ²ÐµÑÑÐ¸ ÑÐµÐ³Ð¸ÑÑÑÐ°ÑÐ¸Ñ Ð½Ð° Ð¿ÑÐ¸ÐµÐ¼ Ð½Ð° ÑÐ¾Ð±Ð¾ÑÐ°, Ð¸ ÑÐµÐ¼ ÑÐ°Ð¼ÑÐ¼ ÑÐ½Ð¸Ð·Ð¸ÑÑ Ð·Ð°Ð³ÑÑÐ·ÐºÑ Ð½Ð° Ð°Ð´Ð¼Ð¸Ð½Ð¸ÑÑÑÐ°ÑÐ¾ÑÐ¾Ð². ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ:- Ð°Ð½Ð°Ð»Ð¸Ð· Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ñ Ð¿Ð¾ÑÐ»ÐµÐ´ÑÑÑÐ¸Ð¼ Ð²ÑÑÐ²Ð»ÐµÐ½Ð¸ÐµÐ¼ Â«ÑÐ·ÐºÐ¸ÑÂ» Ð¼ÐµÑÑ Ð² Ð¿ÑÐ¾ÑÐµÑÑÐ°Ñ, Ð¿ÑÐ¾ÑÐµÐºÐ°ÑÑÐ¸Ñ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸;- ÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ð¹ Ð¸ Ð¾Ð³ÑÐ°Ð½Ð¸ÑÐµÐ½Ð¸Ñ Ðº Ð¿Ð¾ÑÐµÐ½ÑÐ¸Ð°Ð»ÑÐ½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ðµ;- Ð°Ð½Ð°Ð»Ð¸Ð· Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð¸Ð¹ Ð½Ð° ÑÑÐ½ÐºÐµ ÐÐ¡;- Ð¾ÑÐµÐ½ÐºÐ° ÑÐ¸ÑÐºÐ¾Ð² Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÐÐ¡;- Ð¾ÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ. Ð Ð°Ð±Ð¾ÑÐ° Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð° Ð½Ð° Ð±Ð°Ð·Ðµ ÐºÐ¾Ð½ÑÑÐ»ÑÑÐ°ÑÐ¸Ð²Ð½Ð¾-Ð´Ð¸Ð°Ð³Ð½Ð¾ÑÑÐ¸ÑÐµÑÐºÐ¾Ð³Ð¾ ÑÐµÐ½ÑÑÐ° Ð¼Ð½Ð¾Ð³Ð¾Ð¿ÑÐ¾ÑÐ¸Ð»ÑÐ½Ð¾Ð³Ð¾ Ð¼ÐµÐ´Ð¸ÑÐ¸Ð½ÑÐºÐ¾Ð³Ð¾ ÑÑÑÐµÐ¶Ð´ÐµÐ½Ð¸Ñ. ÐÐµÑÐ¾Ð´Ñ: ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð·, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð², Ð¼ÐµÑÐ¾Ð´Ñ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐ¾ÐµÐºÑÐ¾Ð². ÐÑÐ½Ð¾Ð²Ð½ÑÐµ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÑ ÑÐ°Ð±Ð¾ÑÑ:- Ð¿ÑÐ¾Ð¸Ð·Ð²ÐµÐ´ÐµÐ½Ð¾ Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð¾Ð´Ð½Ð¾Ð³Ð¾ Ð¸Ð· ÐºÐ»ÑÑÐµÐ²ÑÑ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² Ð² ÑÐ¾ÑÑÐ¾ÑÐ½Ð¸ÑÑ AS-IS Ð¸ TO-BE;- Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð° Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ ÐºÐ¾Ð½ÑÐ°ÐºÑ-ÑÐµÐ½ÑÑÐ° Ð¸ ÑÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ñ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ñ Ðº ÑÐ¸ÑÑÐµÐ¼Ðµ;- Ð¿ÑÐ¾Ð¸Ð·Ð²ÐµÐ´ÐµÐ½ ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐµÑÐµÐ½Ð¸Ð¹, Ð¿ÑÐµÐ´ÑÑÐ°Ð²Ð»ÐµÐ½Ð½ÑÑ Ð½Ð° ÑÑÐ½ÐºÐµ, Ð¸ Ð²ÑÐ±ÑÐ°Ð½Ð¾ Ð½Ð°Ð¸Ð±Ð¾Ð»ÐµÐµ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÑÑÑÐµÐµ Ð¿Ð¾ÑÑÐ°Ð²Ð»ÐµÐ½Ð½ÑÐ¼ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸ÑÐ¼;- Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ñ Ð¿ÑÐ¾ÐµÐºÑÐ½ÑÐµ Ð¾Ð¿ÐµÑÐ°ÑÐ¸Ð¸, Ð¸Ñ ÑÑÐ¾ÐºÐ¸ Ð¸ ÑÑÐ¾Ð¸Ð¼Ð¾ÑÑÑ;- ÑÐ°ÑÑÑÐ¸ÑÐ°Ð½Ð° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ. ÐÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ°Ñ Ð·Ð½Ð°ÑÐ¸Ð¼Ð¾ÑÑÑ ÑÐ°Ð±Ð¾ÑÑ: Ð²Ð¾Ð·Ð¼Ð¾Ð¶Ð½Ð¾ÑÑÑ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð´Ð°Ð½Ð½Ð¾Ð³Ð¾ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð¸ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¼Ð½Ð¾Ð³Ð¾Ð¿ÑÐ¾ÑÐ¸Ð»ÑÐ½Ð¾Ð³Ð¾ Ð¼ÐµÐ´Ð¸ÑÐ¸Ð½ÑÐºÐ¾Ð³Ð¾ ÑÑÑÐµÐ¶Ð´ÐµÐ½Ð¸Ñ. ÐÑÐ²Ð¾Ð´Ñ. ÐÐ°Ð´Ð°ÑÐ¸ ÐÐÐ  ÑÐµÑÐµÐ½Ñ, ÑÐµÐ»Ñ Ð´Ð¾ÑÑÐ¸Ð³Ð½ÑÑÐ°, Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð° 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 - justification for the introduction of a contact center automation system that would help cope with a large flow of patients, transfer the registration for an appointment to a robot, and thereby reduce the workload for administrators who receive patients in the clinic in person. Tasks of work:- analysis of the activities of the organization, identification of problems;- formation of system requirements, justification of system selection, comparative analysis of existing systems;- identification of risks of project operations, formation of risk assessment and response matrices;- efficiency assessment of the system implementation project, including the calculation of the costs of time, labor and financial resources. Work is performed on the basis of consulting and diagnostic centerof amultidisciplinary medical centerMethods used: comparative analysis, business process modeling, methods for evaluating the effectiveness of projects. Work results:- modeling of one of the key processes in the AS-IS and TO-BE states is performed;- the necessity of implementing a medical information system is proved and the requirements for the system are formulated;- a comparative analysis of the solutions available on the market was conducted and the most satisfying of the requirements is selected;- project operations, their terms and cost are defined;- the efficiency of the implementation project is calculated. The practical significance of the work: the possibility of implementing this project and improving the efficiency of the multidisciplinary medical center.Conclusions. The tasks of the thesis have been solved, the goal has been achieved, the scope of the results has been determined.