CORPORATE STANDARDS AS A MANAGEMENT TOOL FOR SERVICE ORGANIZATIONS
The role of corporate standards in quality management of service organizations is studied. Some peculiarities of the development and implementation of corporate standards are examined on the example of trade organizations. The most important objects of standardization for the individual stages of trade organizations functioning are identified. The results of the study of 72 trade organizations of Nizhni Novgorod aimed to identify the problems and prospects of corporate standards implementation are presented. Rules and procedures for the elaboration of service and safety standards are developed. The role of corporate standards in improving the quality of service is shown. It is established that standards of service are an indispensable tool in the formation of an effective management system. They gradually create conditions for a more flexible work, contribute to departure from rigid patterns and regulations, encourage the employees' creativity. We present the results of testing the process of corporate standards development in the trade organization "Assorti" (Nizhni Novgorod).