Management of communication technologies as the basis of ensuring sustainable competitive advantages of service field enterprise

Balabash Olga
Candidate of Economic Sciences, Associate Professor of the Department of Management, Odesa National Economic University, Odesa, E-mail: balabash.olga@gmail.com, ORCID ID: https://orcid.org/0000-0002-5794-1309

Kostenko Renata
5th year student of the Faculty of Management, Accounting and Information Technologies, Odesa National Economic University, Odesa, E-mail: inori3405@gmail.com, ORCID ID:

Cite this article:

Balabash O., Kostenko R. (2023) Management of communication technologies as the basis of ensuring sustainable competitive advantages of service field enterprise. Ed.: V.V. Kovalenko (ed.-in-ch.) and others [Upravlinnia komunikatyvnymy tekhnolohiiamy yak osnova zabezpechennia stiikykh konkurentnykh perevah pidpryiemstva sfery posluh; za red.: V.V. Kovalenko (gol. red.)], Scientific Bulletin of the Odessa National Economic University (ISSN 2313-4569), Odessa National Economics University, Odessa, No. 5-6 (306-307), pp. 72-78.

Abstract

The article substantiates the methodological approach to the formation of competitive advantages of the enterprise in the field of services based on the principles of management of communication technologies. Based on the research of the cleaning services market of Ukraine, it was established that due to the introduction of quarantine measures in connection with the COVID-19 pandemic, and then the introduction of martial law as a result of the armed aggression of the Russian Federation, the problem of uninterrupted operation of the enterprise in a remote format is urgent. Based on the analysis of the market of cleaning services in the city of Odesa and the region, a map of strategic groups was built and the main competing companies of Object Service LLC were identified. The article evaluates the competitiveness of Object Service LLC with its closest competitors based on the calculation of the integral indicator. A survey of clients of "Object Service" LLC was conducted, according to the results of which it was determined that the process of processing one application is not fast enough, therefore, it is necessary to develop tools for its optimization. The business process of "application management" was considered based on functional modeling in the Activity diagram notation, which helped to study in detail the operations in it, namely their number and how much time each operation takes separately. Based on the analysis of this business process, the reasons for the complication of the communication process and possible ways to improve it were determined. As a result of re-planning the business process "application management" with the help of introducing innovative communication technologies into this process, the number of operations was reduced from eight to seven and the amount of time spent on processing one application was reduced by more than one hour. The economic feasibility of the implementation of these technologies is proven using the ROI indicator.

Keywords

communications management, modern communication technologies, competitiveness, competitive advantages, service sector, optimization of business processes.

JEL classification: M110; DOI: 10.32680/2409-9260-2023-5-6 -306-307-72-78

UD classification: 338.46

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