Analysis and Improvement of the Process of Interaction with Clients of the Company "Norilsk Nickel" Using a Process Approach to Management

In a rapidly changing business environment, high-quality customer service and effective interaction with them, based on a deep understanding of their needs and the provision of customized solutions, is becoming a necessity to ensure competitiveness. At Norilsk Nickel, there are difficulties in the process of interacting with customers, so improving this process is especially important. The purpose of this work is to create a database of solutions to improve the customer service process at Norilsk Nickel. The study consists of four parts. The first chapter is devoted to the theoretical aspects of the customer interaction process, the basics of the process approach to management and trends in this approach. Special attention was paid to successful practices of the implementation of the approach by domestic and global companies. The disadvantages that companies will have to face when integrating this approach into their structure were also considered. The second chapter presents the preliminary diagnostics of Norilsk Nickel using the analyses studied in the learning process, such as PESTEL analysis, analysis of 5 competitive forces of M. Porter, SWOT analysis and others. The main problems of the company were highlighted and the modeling of the selected business process in the "AS-IS" variant was carried out. The third chapter contains a deeper analysis of the simulated business process, including structural and logical. The fourth chapter is devoted to the justification of the improvement method, as well as the modeling of the business process in the “TO-BE” variant. The result of the work will be provided solutions that contribute to improving the customer service process and increasing the overall efficiency of Norilsk Nickel in the market, ensuring its steady growth and stable position in the industry. It is worth noting that the result of the work can be used not only by the company under study, but also by organizations from another sector that need to improve the process of interaction with customers.