Improvement of the srevice quality management system for the enterprises

Purpose. Analysis and substantiation of the main directions of improving service provision quality and development of recommendations for effective management of customer service in the specialized store «Dim Kavy» (Kherson). Methodology. The general methodological basis of the research was achievements of domestic and foreign scientists of quality management. The studies used methods based on the international standards of the quality management system. Findings. The quality of service directly affects the efficiency of the enterprise. The high level of service quality provides growth of profitability and competitiveness of domestic enterprises in the conditions of a market economy. It should be noted that the quality management system has many levels. Employees of each level must perform their functions in this system and coordinate their actions with employees of other levels.The research was conducted on the example of a specialized store «Dim Kavy», Kherson. «Dim Kavy» is a network of specialized shops selling coffee, coffee equipment with a tasting room. When designing a quality management system for retail enterprises it is necessary to take into account the working conditions of the enterprise. It is also necessary to follow the recommendations of the standards of ISO series 9000. The theoretical researches of the current state of work of enterprises on providing services, tendencies of the market of services development are carried out. It has been established that the quality of customer service is the determining factor of the success and competitiveness of a trading company. The work analyzes the state of production processes in quality management, explains the elements of the quality management system at the specialized store «Dim Kavy», Kherson, and elaborates the structural and logical scheme of interconnection of the elements of the quality system in accordance with the requirements of the standard ISO 9001:2015. Recommendations for improving the efficiency of the quality management system in the store «Dim Kavy» have been developed. Originality. The scientific novelty of the obtained results is to determine the role of elements of the quality management system in increasing the level of service of consumers of products and services of the trade enterprise. The practical value. According to the results of the research, recommendations have been developed to improve the efficiency of the quality management system of the trading enterprise, which will be used at the store «Dim Kavy» in Kherson

quality management system; service; quality indicators; method; personnel