Assessment of the uneven use of information resources in the business process circuit

The paper proposes an approach to optimizing the functional structure of the business processes of a service IT company based on the business process management system as an active self-organized, viable system that takes into account the peculiarities of the information technology industry development. This allows to optimize the structure of business processes through adequate positioning and formal description of the whole set of complex hierarchical interconnections with the aim of transition from hierarchical to functional structure of enterprise’s business processes taking into consideration the relationships between elements. The designed business process management system is considered as a set of strategic, tactical and operational business processes that are interrelated within a single strategic goal. The graph of the functional tasks of the investigated service IT company is formed, which reflects the incidence and closeness of the links between business processes. The model of optimization of the functional structure of business processes is proposed based on the algorithm, which involves minimizing the total connections of the subsets of the vertices of the functional graph, with the help of which the optimal restructured system of business processes was constructed, which increases the efficiency of management of the investigated service IT company. The advantages and disadvantages of the restructured functional structure of the service IT company’s business processes were analyzed. It is determined that the restructuring of the business process system will be effective only with changes in the enterprise processes management based on appropriate management strategies.

The technology for evaluating the personnel readiness for the implementing of e-business technologies is developed, which includes the following steps: development of a list of competencies reflecting staff readiness for the introduction of e-business technologies; building a questionnaire to assess the level of development of staff competencies for each e-business technology; formation of a matrix of pairwise comparisons to determine the relative importance of competencies; personnel questioning; survey of experts; verification of the degree of consistency of expert opinions; definition of integral assessment of personnel readiness. The value of the developed technology is in determining the most important personnel competencies required to interact with the selected e-business technologies in business processes. The developed technology is tested at the enterprises of the machine-building industry of Ukraine. The selection of the most competent personnel for interaction with the e-business technologies in specific business processes is based on the developed technology. The competencies that are specific and necessary for the use of specific e-business technology are identified and evaluated. The technology has been tested at the machine-building enterprises of Ukraine. Assessment of personnel according to the requirements is implemented. The obtained results of the personnel competence before the introduction of e-business technologies in the business processes for enterprises are from 46.77% to 86.58%. Received results indicate a rather high level of competence of the personnel at the enterprises under study.

Competition in the hotel industry makes it necessary to study innovative ways to preserve and increase customer base. Effective interaction with customers is evidence of hotels’ innovative activity determined by the active implementation of marketing concepts and the development of information technologies. Therefore, customer engagement involves digitalizing the “hotel-consumer” interaction process. This study aims to determine the components of digital customer engagement in the hotel industry using systematization, generalization, survey, and econometric models. The components of digital customer engagement include recognition, interest, communications, consumer experience, loyalty, and intentions of repatronage. Econometric models used the data of hotels in Kyiv (Ukraine) to prove the dependence of their income on the costs of digital consumer engagement. For financial indicators, the study surveyed hotel managers and stakeholders. The selected indicators have a significant influence on hotel income. In the case of a linear model (“Khreshchatyk” hotel), the parameters show how many units the effective feature will change when one-factor characteristic changes by one unit (assuming other factors are constant). In the case of power-law models (“Bratislava” and “Ukraine” hotels), the parameters are essentially elasticity coefficients that demonstrate the sensitivity of income changes to changes in factor characteristics. Accordingly, the coherence of implementation of all components in the digital engagement of hotel services’ consumers ensures an increase in service provision volume and hotel operations’ efficiency.

Acknowledgment
The paper shows the author’s results within the frameworks of the study, performed in 2021−2023 at Kyiv National University of Trade and Economics at the request of the Ministry of Education and Science of Ukraine, “Digital transformation of trade, economic and tourist systems in Ukraine” (state registration number 0121U112231) and “Forecasting the impact of the tourism system on the country’s economy” (state registration number 0122U001559).