CUSTOMER FOCUS IN AUTOMATED BUSINESS PROCESSES OF CAR SELLING COMPANIES 

Lan Yuliya Olegovna, Master’s degree student, Penza State Technological University (1a/11 Baydukova
lane/Gagarina street, Penza, Russia) yul.lan@yandex.ru
Shchetinina Yuliya Mikhaylovna, Client servicing and bank product sales specialist of 1st category, “Renaissance Credit” bank (13 Moskovskaya street, Penza, Russia)  llll126789@yandex.ru
Ryndina Svetlana Valentinovna, Candidate of physical and mathematical  sciences, associate professor, sub-department of economic cybernetics, Penza State University (40 Krasnaya street, Penza, Russia) svetlanar2004@yandex.ru

338.24:004

10.21685/2309-2874-2017-1-6

Background. The problem’s topicality is associated with new marketing solutions that are available through automation of business processes and customers’ participation therein as performers.
Materials and methods. By the example of a “Car order” business process of a car selling company the authors explored the capacity of RunaWFE workflow system to automate business processes involving customers as performers of business processes. The study used the methods of analysis, graphical modeling, software interaction interface testing.
Results. By means of RunaWFE workflow system the researchers created and tested in runtime environment an automated business process with a company’s customer participation in the composition of a resource prospect "Car order". Through testing of the business process with client’s participation of the authors have identified advantages and disadvantages of this option taking into account the customer focus in automated business processes.
Conclusions. The analysis of automated business processes with customer’s participation allows to evaluate the prospects of such an approach to the construction of the company's business architecture with a focus on customers.

customer-oriented, business process, automation of business processes, workflow management systems, resource prospect, operation prospect, data prospect, management prospect.

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