Structuring a digitalized organizational system for customer service and management process

The article discusses the research results leading up to the implementation of the management decision-making process using optimization modeling. These studies are aimed at forming the structure of models for the functioning of a digitalized organizational system for servicing consumer orders in physical and information environments and its management. The structuring of the functioning of the organizational system in the physical environment was carried out in order to establish the characteristics of the customer order service process corresponding to the relations of the management center with the facilities both at the level of established requirements and at the level of monitoring assessment. Structural modeling of the functioning of the information environment for customer service is associated with the analysis of a digitized organizational system as a human-machine system, which makes it possible to characterize the relationship of the control center with objects, indicators and parameters of interaction between automated devices (non-ergatic elements) and personnel (ergatic elements). The construction of a structural model of the management process in the physical environment of an organizational system is determined by combining the decision-making mode at the expert level with the use of intellectual support modules. At the same time, the solutions are aimed at choosing a topology for combining automated service devices into facilities, a pricing policy option, a resource allocation option, and system development. In the first tasks, intellectual support is provided by embedding a multi-alternative optimization procedure in the simulation of an organizational system. The last task is related to optimizing the allocation of development resources based on a predictive model obtained by machine learning using retrospective monitoring data. In cases of structural modeling of the process of managing the information environment for customer service, intelligent support is based on parametric optimization of balancing the number of non-ergatic and ergatic elements of each object in order to ensure extreme and marginal performance requirements.

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