ФОРМАЛИЗАЦИЯ БИЗНЕС-ПРОЦЕССОВ ПРЕДПРИЯТИЯ ПРИ МОДЕЛИРОВАНИИ АВТОМАТИЗИРОВАННОЙ СИСТЕМЫ УПРАВЛЕНИЯ ВЗАИМООТНОШЕНИЯМИ С КЛИЕНТАМИ

Abstract

A pressing issue of automation and digitalization of processes in a manufacturing enterprise is the introduction of an automated customer relationship management system, namely a CRM system (Client Relationship Management System) into the structure of a functioning enterprise. The stage of in-depth study of the enterprise’s business processes, building the structure of business processes and modelling the future system allow one to significantly reduce the implementation time of the automated system, to clearly assess the compliance of the task and the future system, and to fulfil the effective implementation of a CRM system at a manufacturing enterprise. At the preliminary analysis stage, the issues of identifying the main entities of the system and determining the level of their interaction are resolved. The aim of the study is to describe the methodology for constructing a conceptual model of a CRM system using the example of conducting research on the structure of the enterprise’s business processes and further formalizing the results of preparatory work for the subsequent effective implementation of a CRM system. The main research methods are theoretical analysis, formalization and methods for constructing information models. The novelty of the work lies in examining poorly-studied aspects of the preliminary analysis when implementing CRM systems, identifying patterns in the description of typical non-production processes and their formalization for a functioning manufacturing enterprise. The study results can be used in designing the architecture, programming and setting up a CRM system at an enterprise in the field of mechanical engineering and other types of production.