Розробка функціональної моделі мережі автосервісних підприємств

Abstract

In this paper, the functioning of car service network as a subsystem of three-level model car service system and the possibility of improving the quality of offered services were investigated. Duaring the researching a functional model of car service enterprises network was developed, which contains four main subprocesses. The main functions of the network are defined: planning of activity and development of car service enterprises network, provision and organization of network functioning, control of network functioning, analysis and optimization of the network. Network optimization means determining the optimal parameters values of the studied network structure. They are the level of power saturation, density and location of individual car service enterprise. The purpose of optimization is to obtain maximum efficiency of business and car service. Significant parameters of the model are determined. A method of calculating the customer loyalty coefficient taking into account the actual and current demand for car services is proposed. The need to take into account the error of the client radius to clarify the service area and the optimal network structure. The connection between the processes is provided by mass and information flows. The model contains feedback, environmental elements and constraints imposed on optimization subprocesses. In the process of optimizing the levels of control and analysis, the network is considered as a queuing system for which decision-making models are built. The parameters of these models nonlinearly depend on the level of performed work quality and are used to determine the efficiency of business and car service. The model takes into account the dynamics of parameters over time, changes in the environment and the ability to analyze deviations from the predicted and planned values of individual indicators. The studied network is a macrosystem that accumulates quality indicators obtained within the car service subsystems at the micro level and at the level of a separate technological process. The work level quality performed acts as a link between the three subsystems of the overall car service system.