Management Process Model Research Articles

A SOA-Based Engineering Process Model for the Life Cycle Management of System-of-Systems in Industry 4.0

The evolution of industrial digitalisation has accelerated in recent years with the availability of hyperconnectivity, low-cost miniaturised electronic components, edge computing, and Internet of Things (IoT) technologies. More generally, with these key enablers, the concept of a system of systems (SoS) is becoming a reality in the industry domain. However, due to its complexity, the engineering process model adopted to design, develop, and manage IoT and SoS-based solutions for industry digitalisation is inadequate, inefficient, and frequently unable to manage the digitalisation solution’s entire life cycle. To address these limitations, we propose the Arrowhead Engineering Process (Arrowhead-EP) model and the Value Chain Engineering Process Map (VCEP-map), which explicitly reveal the interactions and dynamics of the engineering processes adopted by multistakeholder use cases in the industry domain. We decomposed and remodeled the engineering process to cover the complete life cycle of an industrial SoS, and we introduced a service-oriented solution intended to efficiently, flexibly, and effectively manage the three assets addressed by RAMI 4.0. The Arrowhead-EP model complemented by the VCEP-map fills the gaps identified in our literature-based analysis and satisfies the requirements of the life cycle management of a typical use case in the Industry 4.0 domain. In this regard, a specific example is used to illustrate the advantages of adopting the proposed engineering solution in a real multistakeholder use case.

Management and Mapping of Processes: A Case Study in a Federal Autarchy

This research aims to analyze a process management model with the purpose of improving organizational efficiency in a Human Resources Sector of a Federal Autarchy. The methodology uses the BPMN (Business Process Modeling Notation) and the Bizagi Modeler. The goal is to obtain process models through BPM (Business Process Management) using PDCA, an effective tool for solving problems whose methodology is a simple way to plan, put into practice, control, and act on failures, and can be used for maintenance and improvement of the control guidelines of a process. This study can be classified as applied research, in terms of nature, exploratory in terms of its objectives, quantitative in terms of its approach. As a result, the modeling of three processes was done and used as a reference for future studies in the same sector. The results were satisfactory, and some improvements should be implemented.

CARVER+Shock and Business Process Management in Improving Food Safety of Primary Production

Context: Food safety is essential for every human. It determines public health, nutrition, elimination of hunger, and the promotion of sustainable agriculture. It is crucial for sustainable production, consumption, and international food trade. Ensuring food safety is the fundamental challenge of the 21st century. Food safety is often related to food defense and includes protection against intentional contamination with various chemical, biological, or other harmful substances. By introducing food protection tools and methods, any company reduces risk and creates an opportunity to generate more significant and reliable profits and improved production for society. One such method could be the CARVER+Shock. The method is an offensive targeting prioritization tool that has been adapted for use in the food sector. Objective: The article aims to present the experience of the first implementation of CARVER+Shock in a Polish primary production company, to improve the approach to food safety and food defense. Methods: The article is a case study. Descriptive analysis was performed to analyze legal acts and safety management standards in food defense. The authors used the CARVER+Shock expert method to estimate companies’ vulnerability. CARVER is an acronym for Criticality, Accessibility, Recoverability, Vulnerability, Effect, Recognizability. The visualization and risk analysis were made using business process management and business process modeling (VACD diagram) Results and conclusions: Primary production enterprise dealing with the cultivation and confectioning of the pre-treatment and sale of peeled onions for further processing purposes was examined. Five essential stages of the production process were assessed, and risks were assigned. Recognizability and criticality turned out to be the most crucial attribute of CARVER+Shock. Overall, the study showed that the company was not fully prepared for the threat posed by food terrorism. The organization did not have any procedures describing how to proceed during deliberate attacks. In addition, workers had low awareness of food defense throughout the food chain. Based on these conclusions, several detailed improvement actions were formulated. The results obtained from the pioneering application of the CARVER+Shock method for a Polish primary production company may constitute a benchmark for other sectors of the food industry, both domestically and abroad. Significance: The article describes the results of the first Polish attempts to use CARVER+Shock and business process management to improve the approach to food safety in a primary production enterprise.

Intelligent Digital Platform for Community-Based Rural Tourism—A Novel Concept Development in Peru

The COVID-19 pandemic has driven the rapid evolution and digitization of different tourism sectors through Industry 4.0. However, Community-based Rural Tourism (CRT) has not experienced the same technological advancement. Thus, considering tourism as a powerful socioeconomic driver, this research is based on the relevance of the CRT for the development of rural areas through job creation, preservation of historical-cultural and architectural heritage, and appreciation of the local market. Therefore, the objective of this paper is to present a concept development model of an intelligent digital platform (IDP), where tourism products and services are visualized, articulated, and integrated with the different actors of the CRT, offering a personalized tourist experience. The concept was developed based on Business Process Management and Business Model Canvas (BMC). Thus, through meetings and interviews, it was possible to extract essential information to obtain the necessary know-how for the development of the concept. It was concluded that the COVID-19 pandemic has established a new business scenario, intensifying and accelerating the use of digital tools and ICTs in several sectors, including tourism. However, the use of ICTs in CRT is still incipient. As Peru is a country where rural tourism has a strong tradition, but there are no specific platforms for CRT, which makes the broad dissemination of rural experiences difficult, a BMC template has been developed to integrate the expected objectives, and the application of the proposed framework serves as a guide for other platforms with different niches markets in the tourism sector.

Climate-Smart Holistic Management System Criteria’s Effectiveness on Milk Production in Lithuania

One of the problematic sectors according to GHG (greenhouse gas) and ammonia (NH3) emission quantities is agriculture. Without endangering food production (and intensifying), GHG emissions come from all sources in animal husbandry. The aim of this study was to comprehensively reduce GHG emissions by applying a holistic process management model to one of the most popular cowsheds in Lithuania (260-seat boxing cowshed, cows are milked on site, computerized management of technological processes, productivity of 8600 kg of milk, barn system, and liquid manure). Considering the cow keeping technology applied on the farm, the equipment used, and the feed production and ration system, a model for the management of technological parameters of production processes was prepared for the farm. This model balanced trade-offs among animal welfare, cow productivity, production costs, and GHG and NH3 emissions. The aim of the research was the adaptation of the integrated model to fully control, manage, and optimize milk production processes through bio- and engineering innovations to implement climate-friendly feed production and feeding and feed rationing systems, to improve animal housing and working conditions, and to reduce GHG and NH3 emissions without increasing production costs. The environmental impact assessment was performed with SimaPro 9.1 process modeling software. Data from milk production, biomass cultivation, and feed preparation, transportation, and equipment were used from the Ecoinvent v3 database. Based on the LML-I calculation methodology, the effect of processes was determined. To quantify the potential emissions in the dairy farm, the emission factors were estimated using a life cycle assessment method per functional unit—1000 kg—of standardized milk. Grass silage, maize silage, and feed concentrate were found to account for the largest share of gas emissions—26.09% (107.39 kg CO2 eq. FU−1), 22.70% (93.44 kg CO2 eq. FU−1), and 21.85% (89.92 kg CO2 eq. FU−1) of the total CO2 emissions during the process, respectively. Considering the critical points of the classic SC scenario, the cultivation technology was adjusted, where 50% of N fertilizers were replaced by bioproducts (biological preparations). Both scenarios—classic SC (control variant) and Bio SC (variants using bioproducts)—were evaluated for comparison. The use of biopreparations in the categories reduced the environmental impact from 0.1% to 45.7% in dairy production technology grass silage, barley grain, hay production, and corn silage stocks. The carbon footprint of the sustainable bio-based milk production (0.393 kg CO2 eq. kg−1 FPCM (fat- and protein-adjusted milk)) was lower by 4.6% compared to the average Lithuanian classic dairy farm (0.412 kg CO2 eq. kg−1 FPCM). Based on this methodology, it is possible to assess many dairy farms and address critical points in an integrated way, which can help to improve the quality of dairy production and the environment.

건설 안전관리를 위한 스마트기술 기반 VE 프로세스모델 적용에 관한 연구

This study was conducted on the applicability of the smart technology-based VE process model for the prevention of safety accidents. Through this, many people who have experience in performing VE in the construction industry can easily apply it in practice. And using smart technology suitable for the characteristics of the construction industry, effective safety management measures can be established at the construction site. In addition, it was possible to establish an effective safety management plan at the construction site by using smart technology suitable for the characteristics of the construction industry. To accomplish this, theoretical matters were established through literature research on the Severe Disaster Punishment Act, smart technology safety management, and construction VE process model, and based on this, the applicability of smart technology-based VE process model for construction safety management was analyzed. To this end, smart technologies for construction safety management were selected for construction managers and construction project managers, and the applicability of the smart technologies for construction safety management selected here by VE stage was investigated, and the following conclusions were drawn. Among the smart technologies that are mainly used in the construction industry, the technologies with a high impact in the safety management field were investigated in the order of drone, cloud, virtual augmented reality, big data, artificial intelligence, BIM, lifelogging, and robot automation technology. Drone technology enables active activities through real-time collection of a wide range of information, data collection through extensive physical access, target selection process, behavior, activity, and life survey and provision of visual information. Cloud technology increases reliability by collecting existing safety management information, sharing real-time information among VE team members, consulting and reviewing safety management experts, and reviewing vast amounts of information. Virtual augmented reality technology provides a virtual space experience, so it can collect specific past performance data, as well as collect VE goals, and at the same time organize safety accident-related performance data to provide information suitable for the purpose.

A scientific and theoretical approach to the development of the process model for managing personified marketing communications in pharmacy

Aim. To systematize and substantiate the expediency of using personified marketing communications in pharmacy based on a scientific and methodological approach and develop a process model for managing personified marketing communications in pharmacy, which will be useful to pharmaceutical market entities in order to provide the effectiveness of pharmaceutical promotion and interaction with a potential target audience.
 Materials and methods. To implement the objectives, the methods of content analysis, structural and system analysis, sociological and marketing research, comparative analysis, grouping, and graphical method were used.
 Results. The expediency of using personified marketing communications in the system of promoting drugs to the Ukrainian pharmaceutical market has been systematized and substantiated, taking into account the foreign experience. The rating of the activity of using personified marketing communications in Ukraine and abroad has been made and compared; the prospects and advantages of their implementation at the Ukrainian market have been identified. A process model for managing personified marketing communications in pharmacy has been developed and proposed.
 Conclusions. Personified marketing communications provide that the subjects of the pharmaceutical market concentrate their communicative efforts on the target audience; this further gives them the opportunity to save money and minimize unnecessary investment in the promotion of drugs. The proposed process model of management of personified marketing communications in pharmacy will contribute to improving the quality of pharmaceutical care to the country’s population.

Lack of Human Resources Leads to Breaches in Information Management Processes.

Effective information management promotes safe patient care. Lack of human resources can cause failures when managing patient information. The aim of this study was to analyse the nature of reported patient safety incidents and their location in Choo's information management process model phases when the contributing factor of the incidents was related to human resources and the consequence of the incident was related to harm to the organization's corporate image. Data consisted of the information management related patient safety incident reports (n = 475) from 49 health and social care organizations from 2007-2016 in Finland. Deductive analysis and descriptive statistics were used to analyse the data. The results of the study indicated that the shortage of human resources contributed to incomplete documentation, insufficient information sharing between professionals and documenting of information in the wrong place. The majority of the incidents occurred during the information organizing and storage and information distribution phases of the information management process model. Despite the use of electronic health records and electronic patient data, a lack of human resources can lead to breaches in information management processes and harm an organization's corporate image in health and social care contexts.

Modern approaches to improving processes in business administration

The modern approaches to the organization of process management at enterprises, identifies and characterizes process, functional, systemic and situational approaches are considered in the article. The factors that encourage the management of the enterprise to resort to improving business processes are identified. The main requirements for an improved process are described, as well as the stages for improving business processes. It was revealed that the management of business processes and the application of methods for their improvement, allows timely identify weak points in the company's activities and take measures to eliminate them. The process model of management is considered enterprise and the main trends in the development of business processes in modern conditions of a dynamically changing external environment. Improving business administration processes in enterprises allows you to form a whole block of strategic advantages and ensure a higher level of competitiveness. The process enhances the ability to produce timely corrective and preventive actions to eliminate negative factors. The article substantiated the use of an integrated approach to business administration processes, which made it possible to supplement the business administration methodological tools and include redesign methods, benchmarking, reengineering, process idealization, as well as a quick solution analysis technique. The method of rapid analysis of the solution and benchmarking allow quickly eliminate individual errors, carry out redesign for the purpose of a comprehensive and in-depth analysis of the situation and more complex reforms. More complex and revolutionary approaches to redesign business processes can be implemented by reengineering. The negative aspects and recommendations for the effective implementation of one or another improvement method in the activities of organizations for capacity building and their further sustainable development are noted. The degree of importance and relevance of the application of the methods mentioned in the article is considered, and according to the material presented, a certain conclusion was made regarding the improvement of the functioning of processes in business administration.

MODELING THE PROCESS OF DEBT MANAGEMENT IN THE SYSTEM OF ADMINISTRATION OF FINANCIAL ACTIVITIES OF THE ENTERPRISE

The article considers topical aspects of managing receivables and payables of the enterprise as a prerequisite for improving payment discipline. The essence of debt management in the system of administration of financial activity of the enterprise, the economic nature of receivables and payables, the advantages and disadvantages of the formation of receivables and payables of the enterprise are studied. Part of the receivables and payables in the financial and economic activities of the enterprise is inevitable and must be within acceptable limits, respectively, not to cause financial risks that may cause bankruptcy. The article emphasizes the need for rational and sound management of receivables and payables, as it has a direct impact on the effective functioning and development of the enterprise, the level of its financial results and image among partner companies. The reasons for the formation and impact on the activities of enterprises receivables and payables are outlined. Factors influencing the amount of accounts payable are considered. The main tasks of receivables and payables management of the enterprise are researched and formulated. The system of measures for management of receivables and payables of the enterprise is investigated and generalized. the company needs to form a certain model of business process management. In order to increase the efficiency of receivables and payables management at enterprises, a structural and functional model of the company's receivables and payables management process has been developed. The conceptual directions of improving the management of receivables and payables are given and the need to strengthen the practical component of the proposed recommendations is emphasized.

BUSINESS PROCESS MODELING TO IMPROVE THE ENTERPRISE MANAGEMENT SYSTEM

The article contains the results of research on the feasibility of modeling business processes. The modeling procedure itself is necessary to determine the level of efficiency of each business process, identify duplication of operations, a clear understanding of the roles of each participant and owner of the process. Business processes can be divided into production and management. Coverage of the quality system of the enterprise of all areas of activity involves modeling and analysis of each business process at all stages of the life cycle of the enterprise. The availability of various information systems for modeling, optimization and participation in enterprise management facilitates the work of analysts, but requires the definition of uniform rules and a clear reflection of information flows in modeling. The results of modeling are a clear visualization, a description of the process. The documentation contains the sequence of all procedures, their provision and control. Models allow you to detect redundancies and duplication, as well as clearly defined moments of beginning, end, transition from one process to another. The proposed concept combines a strategy based on a balanced system and detail of each process. The implementation of this concept is individual for each individual enterprise. The relevance of research is also confirmed by the need to form management hierarchical links between enterprise development strategy and business processes models of management, production and provision of services, management interaction and information flows. Among many concepts of using business process models, the most developed is the concept of business process management, which is based on the use of BPM-systems in the enterprise. This approach involves the formation of business process models in accordance with the process approach, their definition, design, documentation, measurement to achieve target results in accordance with the strategic objectives of the enterprise. The disadvantages of this approach are the difficulty of adaptation and the insufficient level of use of all digitalization tools in enterprises. The concept of mirrors involves the use of at least three mirrors for modeling – the actual business processes and their analysis, ideal processes in accordance with the strategy and quality system, optimized processes in accordance with the capabilities of the enterprise at the moment. The most adapted combination of strategic and process management is to create a balanced system of indicators in the main areas of enterprise development. For example, the following projections can be defined as: Production (production business processes), Personnel (personnel and corporate culture management processes), Finance (financial management processes), Orders (order management processes). For each of these projections will be formed special relevant indicators. The level of business processes is clearly distributed in a hierarchy – from strategy to customer and, according to the characteristics of production or services varies at each level. This analysis allows you to form each level of monitoring and control of the business process in order to optimize it. In addition, the introduction of new management and information technologies will make changes from strategic goals to each individual business process. For example, with the introduction of lean production, it is planned to make changes in the development strategy of the enterprise, in particular the restructuring of production processes and retraining of personnel. The result is the optimization of business processes and improving the efficiency of production resources. Such a restructuring project provides for variable modeling of business processes taking into account the qualifications of staff. The resulting models are the basis for determining the baseline that will be implemented and implemented. Monitoring, evaluation of business processes and projections is carried out periodically. Business process modeling, analysis and optimization are well-known procedures for process management, which is actively used for manufacturing enterprises. Analysis of the life cycle of the enterprise shows that each of its phases requires a reassessment of strategic indicators and business processes. This approach allows you to combine the strategy of enterprise development and its business processes. Known modeling techniques and tools based on information technology can be used for modeling, analysis and optimization, provided the formation of adapted model templates for each individual enterprise. Among the known concepts of using business processes, the most relevant are the use of quality management system and the formation of three mirror models of production and management processes The proposed concept can be implemented using a system of balanced scores and a variety of information technology tools, provided clear algorithms for the interaction of management and information system of the enterprise.

The Allocation of Business Model Components under Presence of Uncertainties by the Branch-and-Bound Method

As the only constant in business is change, business transformation is essential for adopting new perspectives and business trends. One of the keys to performing successful business transformation is to be fully aware of the current components of the business model. This research aims to allocate the business model components (BMCs) to defined business model components groups (BMCGs) by developing a new approach that integrates fuzzy sets and heuristic algorithms. The allocation results enable a comprehensive analysis of business model frameworks and give a good connection to research in the domain of strategic management and business process modeling. For allocation, the decision-makers (DMs) are employing the linguistic terms modeled by the fuzzy sets theory. The considered problem is stated as an integer programming model where the optimal solution is given by a B&B algorithm. The model is tested on a sample of forty experts from four different economic sectors.

Where does the heart lie? A multistage process model of entrepreneurial passion and role identity management

SummaryWith research on entrepreneurial passion booming, there is an increasing need to understand how and why that passion influences entrepreneurs' performance over time. To address this need, we develop a multistage process model, proposing that entrepreneurial passion type—harmonious or obsessive—explains how entrepreneurs modify their identity and reprioritize their roles as inventors, founders, and developers in response to feedback as the venture develops, thus giving rise to different patterns of role identity transition or persistence. The proposed feedback system advances our understanding of entrepreneurial passion by providing a dynamic view of the impact of passion and role identity management on overall entrepreneurial performance. We conclude by outlining the theoretical and practical implications of our multistage process model and by presenting an agenda for future research on entrepreneurial passion and role identity management.

A Process Model for Cooperative Risk Management in Seaports

Seaports are critical links within supply chains that are often located near residential areas. These seaports can be directly affected by the consequences of operational risk sources and natural disasters such as undeclared dangerous goods and flood, respectively. The diversity and large number of stakeholders at seaports add another level of complexity for risk management that requires a standard approach and clear guidelines. This paper aims to develop a prescriptive process model for cooperative risk management (CoRiMaS) in seaports to enable the stakeholder to manage different sources of risk during risk prevention and response. The prescriptive process model builds on two previous published papers which focused on developing a conceptual framework and a descriptive model based on an ontology for CoRiMaS, respectively. A detailed requirement analysis based on focus groups and a survey study in the Baltic Sea Region (BSR) provide important inputs to integrate the required elements into the CoRiMaS prescriptive process model. The model requires an overall input represented by the type of seaport and structure. The prescriptive process model presents all steps and aspects related to stakeholder analysis, risk governance, risk management, and knowledge management. Implications for theory and practice, as well as an agenda for future research, are presented.

Evaluation of a whole process management model based on an information system for cancer patients with pain: A prospective nonrandomized controlled study

ObjectiveThe aim of this study was to evaluate the effects of whole process management model interventions based on information system benefits reported by patients with cancer pain. MethodsWe performed a quantitative, prospective nonrandomized controlled design from June to October 2020. A total of 124 cancer patients with pain were enrolled. Patients in the experimental group received a whole process management model intervention based on an information system compared to the control group who received routine cancer pain management. Data were collected at baseline and after a four-week follow-up, acting as a test-retest control. The primary outcome was pain management quality, which was measured using the American Pain Society Patient Outcome Questionnaire-Chinese version (APS-POQ-C). Secondary outcomes were patient-related attitudinal barriers and analgesic adherence. The Barrier Questionnaire (BQ) and a single-item questionnaire were used. Chi-square tests were used to compare the pain intensity and analgesic adherence, independent sample t-test and Mann–Whitney U test were performed to test the differences in the pain management quality and patient-related attitudinal barriers between control and experimental groups. ResultsBaseline characteristics and outcomes of the participants did not differ significantly (P ​> ​0.05). Primary outcomes were changes in four aspect of the quality of pain management (APS-POQ-C) between the two groups (P ​< ​0.05). Patients in the whole process management group reported significantly better pain control and perception of care than the control group. With respect to secondary endpoints, a significant difference in favor of the experimental group was found for barriers (P ​< ​0.05) and medication adherence (60.0% vs. 40.0%; P ​< ​0.05) after the interventions. ConclusionsThe whole process management of patients with cancer pain effectively improves patient-reported quality of pain management, reduces patient-perceived barriers, enhances patient adherence to analgesic drugs and is worthy of clinical application.

Torn between individual aspirations and the family legacy – individual career development in family firms

PurposeThe purpose of this paper is to explore individual career management by family members in the context of their family firms.Design/methodology/approachThe interpretative interview study of family members active in family businesses explores how this context affects the choice, planning, goals and development of family members' careers in their family business.FindingsThe authors find that career management in the family business setting focuses on fulfilling the family business goals rather than the personal goals of family members. Career management is rather reactive and less self-directed than current literature on career development recommends. Based on the results, the authors develop a process model for individual career management in the family business context.Originality/valueLittle is known about individual career management of family members in a family business context, as research on careers in family firms has so far focused mainly on transgenerational succession. The authors explore how in family firms, the trend towards self-directed, individual career planning is in tension with a commitment to the family business and its legacy.

ОПТИМІЗАЦІЙНО-ІНФОРМАЦІЙНА МОДЕЛЬ УПРАВЛІННЯ БІЗНЕС-ПРОЦЕСАМИ ПІДПРИЄМСТВА

The purpose of the study is to develop an optimization-information model of enterprise business process management under conditions of risk. The success of any enterprise in conditions of risk is directly determined not only by potential, but also directly depends on the optimization and control of business processes at the enterprise. Based on the study of the theory and analysis of business practice, it was established that today there are problems that are directly related to the features, economic-mathematical modeling and optimization of business processes at enterprises in conditions of risk. It is noted that the process of optimizing business processes at the enterprise is aimed at increasing the potential of the enterprise, as well as at increasing profits. Profit as the value of the final result of business – the specific amount by which revenues exceed the costs associated with them (that is, exceed the amount of costs incurred in the process of economic activity). According to the results of the conducted research, a new optimization-information model of enterprise business process management is presented. With the help of this model, the conditions for the implementation of an effective technological process are established, taking into account the criterion of quality of sustainable development and risks. Here, the technological process should be understood as a set or system of certain operations on the use of raw materials and materials, technology and the manufacture of finished products. Taking into account the quality functional and restrictions on risks, a new optimization-information model and a new approach have also been developed to assess the optimal amount (volume) of information, the reliability coefficient and the optimal profit, while implementing an effective technological process. It is advisable to carry out further research in the direction of evaluating the effectiveness of business processes and technological development of enterprises.

TRANSACTION COSTS IN THE ACTIVITIES OF INSURANCE INSTITUTIONS

Introduction. The concept of transaction costs plays an important role in understanding the relationship between insurer and the insured, the principle of mutual good faith in the relations of these participants, the nature of the insurance company, managing insurance relations to increase the size of the insurance portfolio and increase solvency, increase insurer value. The presence of transaction costs in practice leads to a decrease in the efficiency of insurance institutions, as well as to a decrease in the financial results of insurance. The purpose of the study is the theoretical substantiate the nature of transaction costs that arise in the activities of insurance institutions, and development of practical recommendations for their reduction. The methodological basis of the study is a systematic approach, methods of analysis and synthesis, theoretical and abstract-logical generalizations and hypotheses, methods of comparison and grouping, the method of classification. Results. The institutional features inherent in the formation and development of insurance institutions are highlighted. It is determined that the main reason for transaction costs in insurance relations is the existence of asymmetry of information about the object of insurance, the probability of the insured event, the financial stability of the insurer, etc. The main types of transaction costs of insurance institutions are described: information retrieval, negotiation, measurement, costs of specification and protection of property rights, costs of opportunistic behavior. Based on the study, potential ways to minimize transaction costs of insurance institutions are revealed: state policy, vertical integration, reduction of bureaucratization, development of information and communication technologies, transactional analysis, process management model. The practical significance of the study lies in the justification of the need to purposefully influence the amount of transaction costs of insurance institutions in order to minimize them.

СИСТЕМА МЕНЕДЖМЕНТА КАЧЕСТВА В МЕДИЦИНСКОЙ ОРГАНИЗАЦИИ: ОТ ОСНОВ ДО ПРОЦЕССНОЙ МОДЕЛИ

Objective: To analyse the effectiveness of the quality management system (QMS) based on the amount of income for improving the quality of care in medical institutions Methods: Publications on patient safety and quality management system research were identified and analysed based on the library collection resources of the Mari State University, Yoshkar-Ola, Russia and research databases. A total of 727 results were retrieved, of which the authors preselected 121 based on keywords used; after analysing significant publications, 46 sources were finally selected. Results: The quality of medical care includes the internal audit of the quality and patient safety in hospital care. In turn, the internal audit of quality and patient safety can be limited to a 'simplified model' of the quality management system. n adequately compiled, an up-to-date, applicable checklist is intended for use in the audit process. The quality of audits, the designing of effective audit procedures, and the correct completion of checklists depend on the skills and competencies of the auditor. Integrating lean manufacturing into an existing quality management system may increase the cost of 'maintenance' of these systems. However, in the long term, the economic benefit will be more evident due to continuous quality improvement, cost reduction and growth of organisational maturity. The quality management system can be used as a method for assessing the effectiveness of the management process of a medical organisation at different levels: middle, auxiliary, and managerial. In this case, the quality management system becomes a superstructure over the management system based on hierarchical groups. Conclusion: A quality management system is a complex organisational model of a medical organisation that allows you to identify and improve processes, identify inconsistencies and solve them by considering the 'transparency' and 'understanding' of processes. Keywords: Quality management system, medical organisation, process management model, the safety of medical activities, lean manufacturing, checklist, audit.

Process Management Models in Service Enterprises: A Systematic Literature Review

Improvements to business processes influence the quality of services with which the customer is provided. This principle is the basis of the Total Quality Management approach. This paper presents a systematic literature review carried out in order to identify the most commonly used models in service companies to manage their internal processes. In addition, the type/size of companies that most frequently use these models are identified to find gaps in such utilization to contribute to the service science field. The review process made it possible to identify 1507 studies, 74 of which were eventually classified as primary studies. The results showed that the most widely used models are the European Foundation for Quality Management (EFQM) for organisational management, and the Capability Maturity Model Integration for Services (CMMI-SVC), which is employed to determine the organisation’s maturity, evaluate processes and improve services. The use of ISO/IEC 20000 standards for IT service management and ISO/IEC 9001 for product and service quality management was also identified, as were proposals such as the ITIL framework with best practices in IT service management. With regard to the type of organisations that implement these solutions, large companies prevail and small and medium-sized enterprises (SMEs) are underrepresented.