COMPETITIVENESS MANAGEMENT OF ENTERPRISES RETAIL
The article deals with the development of measures to increase the competitiveness of retail enterprises on the example of Serpantino LLC, Rostov-on-Don. These issues are very relevant for businesses involved in the retail trade of food, alcohol and tobacco products, because. The competition in this market segment is extremely high. It is proposed to support the competitive advantages of the enterprise in the direction of improving the quality of customer service through the rational organization of trade and technological processes. The theory of queuing was used to analyze the existing customer service system in three Imperiya Produktov stores owned by Serpantino LLC. The probability of system downtime, the average length of the queue, the average waiting time for service are calculated. The reasons for the different intensity of the flow of buyers in different stores are revealed. The results were obtained, indicating the insufficiency of two cash desks to serve customers in the first store and the redundancy of three cash desks in the third store. It is proposed to remove one checkout in the third store, and add in the first store, which will not require financial costs and will lead both to an improvement in the quality of customer service and the working conditions of cashiers in the first store and to reduce the loss of working time of cashiers in the third store. The implementation of the proposed measures will improve the quality of customer service, reduce the loss of working time, allow you to quickly respond to market requirements and changes in customer demand, which will lead to an increase in the competitiveness of the enterprise.