Improving customer service by enhancement cross-functional coordination systems of the retail companies (on example of Retail Sales)

<p><strong>Abstract</strong></p><p>1. Designation theme graduate work of bachelor: &laquo;Improving customer service by enhancement cross-functional coordination systems of the retail companies (on example of Retail Sales)&raquo;</p><p>2. Student: Ilya V. Shevchenko, group 420L, Department of Logistics HSE</p><p>3. Supervisor: Olga V. Khruschcheva, Senior Lecturer, Department of Supply Chain Management HSE</p><p>4. Keywords: cross-functional coordination, level of service, retail.</p><p>Inefficient management of cross-functional conflict, absence of motivation system or poor motivation system can reduce the overall efficiency of the business processes in the company. Also there are downside risks to the quality of customer service, which in turn leads to loss of customers and lower sales volume. Therefore it is necessary to implement measures to enhance the level of cross-functional coordination within the company.</p><p>The aim of the bachelor graduate work is to improve the cross-functional coordination systems based on the introduction of related goals between departments and enhance motivation.</p><p>During the study were analyzed in the main results of the company and the main problems and their causes. In the theoretical part of the work were considered as fundamental research in the service level and cross-functional coordination, as innovative techniques. Based on this analysis, the most appropriate for focus company method was developed and considered the ways of implementation of the chosen technique within an organization.</p><p>The study, the main way to improve cross-functional coordination of the company was the introduction of related goals between departments and increase employee motivation based on achieving specified performance KPI.</p><p>In bachelor graduate work shown rational ways for implementing cross-functional coordination and actions that will lead to better customer service and improve the functioning of the supply chain.</p><p>Recommended permanent stimulate further growth of integration and coordination in the work of departments. This work can be used by all companies with its own retail network-specific products.</p><p>5. Bachelor graduate work Volume: p - 88 pictures - 22 tables - 20, a list of references - 25.</p>