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UDC 62
In the context of the digital transformation of the oil and gas industry, unified service centres (USC) are becoming an important element in the management and optimisation of business processes in this sector. However, the lack of evaluation methodologies that consider the specifics of the field limits the effectiveness of their implementation. This article proposes a comprehensive measurement system that combines quantitative metrics (SLA, TAT, FCR) and qualitative indicators of satisfaction among internal clients. Particular attention is paid to adapting the methodologies to the specifics of the industry: geographical distribution, security requirements and the need for balance between standardisation and flexibility. The presented results are based on an analysis of internal regulations and a comparative study of existing methodologies. The results of the study can be used to increase the transparency of ECC operations and inform management decisions.
single service centre (SSC), service quality, satisfaction of internal clients, service metrics, oil and gas industry, KPI, process management, digitalisation
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