Principles of a client-centric innovative strategy for the development of business processes in the field of housing and communal services

Main Article Content

Evgeniy Borisovich Balachov
Ariadna Nikolaevna Kirillova

Abstract

The article discusses the features, principles and efficiency factors of improving business processes as an object of digital transformation, and addresses a methodological model of a process-oriented approach to the main business processes in the field of housing management and the implementation of engineering methods and digital transformations. It is shown that housing and communal services are a system of business processes, or
a set of interrelated activities focused on the provision of services and performance of works aimed at creating a living environment for consumers. Given that the present-day government policy is focused on aligning all state services around the needs of people and digital transformation intensifies the use of more effective management models, the article explores the transition from the principles of the client focus to client centricity, which allows targeting the activities of organizations and enterprises onto a set of actions. The concepts of client centricity and a client centric strategy based on the use of a process approach with the allocation of individual business processes and their further improvement on the basis of a balanced scorecard, project management development, and quality management are provided. The result of the study is decomposed into sub-processes and management functions using the example of the business process of apartment building management. As a result of research-based business processes, the qualitative value of services increases for the consumer, as well as the profitability of services accompanied by the improvement of the quality of housing and communal services without increasing their cost by diminishing the role of intermediaries, improving technological processes, creating the asset value for enterprises or the value of services for consumers.

Article Details

How to Cite
Balachov, E. B., & Kirillova, A. N. (2022). Principles of a client-centric innovative strategy for the development of business processes in the field of housing and communal services. Real Estate: Economics, Management, (1), 37–43. https://doi.org/10.22337/2073-8412-2022-1-37-43
Section
Urban regulation and management of housing and public utilities

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