Rozhavskaya A.A.

Purpose: to examine the role and place of the "mystery shopper" method in a comprehensive management assessment of staff characterizing the quality of providing services, as an important element of the effectively organized business processes in a competitive company. Methods:sociological analysis, marketing analysis, questioning, observation. Results and scope of application. Systematically structured observation and study of staff actions for two years using the "mystery shopper" method detected problem areas and targeted segments of professional training. The study revealed positive trends in the service quality, as a result of the effectively organized training and staff development program, which has a positive effect on the overall competitiveness of the organization. Recommendations for applying the developed algorithm and managerial tools of personnel assessment can be used by network companies in the framework of personnel development programs. Scientific novelty: the need for including mandatory management tools to monitor and supervise staff ("mystery shopper" method) and adjustment of staff actions in relation to the identified problems in the field of customer service into the business processes system of the network companies is statistically proved.

Aim: To study the training problem of “Y” generation and identify methods to be used and approaches to working with this staff group in general and their training in particular. Methods: a systematic analysis, questioning, observation. Results and sphere of application: The results of the present study are identified characteristics, needs and value preferences of “Y” generation, as well as recommendations to organize training for the employees of “Y” generation in a business enterprise. Scientific novelty: It was found that to achieve competitive advantages and to develop the most efficient complex of professional competencies for employees of “Y” generation, training and professional development programs should be designed in such a way that employees can clearly understand their mission and role in the success of organization and teaching methods should be based on modern virtual technologies using upgrading tools.