2408-9346Research result. Business and Service Technologies2408-9346390PROBLEMS OF EFFICIENCY AND QUALITY IN SERVICE ACTIVITIESIMPROVEMENT OF QUALITY IN SERVICE INDUSTRIESIMPROVEMENT OF QUALITY IN SERVICE INDUSTRIESAnikanovaTatyana ViktorovnaAnikanovaTatyana Viktorovnaanikanova@bsu.edu.ru20141100

In the article, the author discusses the existing systems of rendering services, gives focus on the selection of optimal system to improve the quality of services, and describes the principles of improving the service industries. Great attention is paid to the methodology proposed by J. Seddon, the brief characteristics of individual components of the methodology and its main stages. The author analyzes the system of incentives used by some businesses to improve the quality of services. It is shown that this system is too far from promoting actions aimed at increasing sales without increasing business costs, which usually results in the considerable growth of losses and poor quality of customer service. The author concludes that each particular business requires an individual approach.

In the article, the author discusses the existing systems of rendering services, gives focus on the selection of optimal system to improve the quality of services, and describes the principles of improving the service industries. Great attention is paid to the methodology proposed by J. Seddon, the brief characteristics of individual components of the methodology and its main stages. The author analyzes the system of incentives used by some businesses to improve the quality of services. It is shown that this system is too far from promoting actions aimed at increasing sales without increasing business costs, which usually results in the considerable growth of losses and poor quality of customer service. The author concludes that each particular business requires an individual approach.

Improvement of the service sectorcsumer demandthe system of encouragementassessment of employeestraining employeesImprovement of the service sectorcsumer demandthe system of encouragementassessment of employeestraining employeesСписок литературы1. John Seddon. Svoboda ot prikazov I kontrolya. Put’ k effektivnomu servisu / Per. s angl. A.L. Raskina [Freedom from Command & Control: Rethinking Management for Lean Service]. M.: RIA “Standarty i Kachestvo, 2009. 232 p.2. Taiichi Ohno. Proizvodstvennaya sistema Toyoti: ukhodya ot massovogo proizvodstva [Toyota Production System: Withdrawal from Large-Scale Production]. M.: Insitute of Complex Strategic Researches. 2006. 192 p.3. Richard B. Chase, F. Robert Jacobs, Nicholas J. Aquilano. Proizvodstvenniy i peratsionniy menedzhment [Production and Operations Management]. M.: “Dialektika-Williams” Publishing. 2001. 704 p.4. R.S. Schuler, S.E. Jackson. Upravlenie chelovecheskimi resursami [Strategic Human Resource Management]. London: Blackwel, 1999.5. Hubert К. Rampersad, Anwar El-Homsi. Noviy podkhod k sozdaniyu visokoeffektivnoy kompanii [TPS-Lean Six Sigma: Linking Human Capital to Lean Six Sigma: A New Blueprint for Creating High Performance Companies]. M.: RIA “Standarty i Kachestvo, 2009. 416 p.