Автор: Романович Ж.А. Калачев С.Л.
Теги: производство продукции и услуг по отраслям народного хозяйства экономика экономические науки менеджмент массовое обслуживание
ISBN: 5-94798-726-0
Год: 2006
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37
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38
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39
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qeCKoti ,n:OKYMeHTa Ji1Ji1 Ji1JIJi1 Be Ji1 ,n;JIH nepepa60TKJi1 (o6pa6oTKJi1);
- B03MOjRHbIX He6JIaronpJi1HTHbIX ,n;JIH nOTpe6Ji1TeJIH nOCJIe,n;-
CTBJi1JIX BbInOJIHeHJi1JI ero YKa3aHJi1ti 0 cnoco6e BbInOJIHeHJi1H pa-
60TbI (OKa3aHJi1H YCJIyrJi1);
- Ji1HbIX, He 3aBJi1CH Ji1X OT Ji1CnOJIHJi1TeJIH 06CTOHTeJIbCTBaX,
KOTopbIe MorYT OTpJi1 aTeJIbHO nOBJIJi1HTb Ha pe3YJIbTaTbI BbIrrOJI-
HHeMoti pa60TbI JIJi160 B03MOjRHOCTb ee 3aBepllleHJi1JI B CpOK.
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BaHHoe npe,n;ynpejR,n;eHJi1e, B pa3YMHbIt1 CpOK He 3aMeHHeT He-
npJi1ro,n;Hblti Ji1JIJi1 He,n;o6pOKa QeCTBeHHbIt1 Ma TepJi1aJI, o6opy,n;OBa-
HJi1e, TeXHJi1QeCKYID ,n;OKYMeHTa Ji1ID Ji1JIJi1 nepe,n;aHHYID Ji1CnOJIHJi1Te-
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MaTepJi1aJIa nOTpe6Ji1TeJIH, Ji1CIIOJIHJi1TeJIb OTBeQaeT 3a coxpaHHocTb
3Toro MaTepJi1aJIa (Be Ji1) Ji1 npaBJi1JIbHOe ero MCnOJIb30BaHJi1e. IIocJIe
OKOHQaHJi1H pa60Tw Ji1CnOJIHJi1TeJIb o6H3aH IIpe CTaBJi1Tb IIOTpe6Ji1-
TeJIIO OTQeT 0 pacxo,n;oBaHJi1Ji1 MaTepJi1aJIa Ji1 B03BpaTJi1Tb ero OCTa-
TOK, JIJi160 C COrJIaCJi1H nOTpe6Ji1TeJIH YMeHblllJi1Tb u;eHY pa60TbI C
48
Y"LJeTOM CTOJ1MOCTJ1 OCTaIOIII;erOCJI Y J1CrrOJIHJ1TeJIH HeJ1CrrOJIb30BaH-
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CTbIO J1JIJ1 "LJaCTJ1"LJHO YTpa"LJeH J1JIJ1 rrOBpem)];eH, CepBJ1CHaH opra-
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ero O,n;HOpO,n:HbIM MaTepJ1aJIOM (Be bIO) aHaJIOrJ1"LJHOrO Ka"LJeCTBa
J1 rro meJIaHJ1IO IIOTpe6J1TeJIH J13rOTOBJ1Tb J13,n;eJIJ1e J13 O)];HOpO,n;-
Horo MaTepJ1aJIa (Be J1) B pa3YMHblti CpOK, a rrpJ1 OTCYTCTBJ1J1
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CTJ1Tb rroTpe6J1TeJIIO ,n;BYKpaTHYIO u;eHY YTpa"LJeHHOrO (rrOBpem-
,n;eHHoro) Ma TepJ1aJIa (BeIII;J1), a TaKme pacxo,n;bI, rrOHeceHHble
rroTpe6J1TeJIeM. MCrrO,!IHJ1TeJIb oCB060m,n;aeTCH OT OTBeTCTBeHHOC-
TJ1 3a IIOJIHYIO J1JIJ1 "LJaCTJ1QHYIO YTpaTY (rrOBpem,n;eHJ1e) MaTepJ1a-
JIa (BeIII;J1), rrpJ1HHTOrO J1M OT IIOTpe6J1TeJIH, eCJIVI nOTpe6VITeJIb
npe,n;yrrpem,n;eH J1CnOJIHJ1TeJIeM 06 OC06bIX CBoticTBax MaTepJ1aJIa
(BeIII;VI), KOTopble MorYT nOBJIe"LJb 3a co60i1 ero rrOJIHYIO J1JIVI qac-
TJ1qHYIO YTpaTY (rroBpem,n;eHJ1e). He3HaHJ1e J1CrrOJIHVITeJIeM oco-
6bIX CBOtiCTB MaTepJ1aJIa (BeIII;J1) He oCB060m,n;aeT ero OT OTBeT-
CTBeHHOCTJ1.
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yrrJIaTJ1B CepBJ1CHOM OpraHJ13aU;J1J1 QaCTb YCTaHOBJIeHHOt1 eHbI
rrporrOpIJ;J10HaJIbHO QaCTJ1 BblrrOJIHeHHOM pa60TbI ,n:o YBe,n:OMJIeHJ1H
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orOBopa, yxy,n;lllaIO VIx pe3YJIbTaT pa60TbI, VIJIVI VIHbIX He,n;o-
CTaTKOB B pa60Te, rroTpe6J1TeJIb ,n;OJImeH HeMe,n;JIeHHO 3aHBVITb
49
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npo,n;aTb pe3YJIbTaT pa60TbI 3a pa3YMHYIO eHY. Cpe,n;CTBa, BbI-
pyqeHHble OT rrpo,n;amJ1, 3a BblqeTOM Bcex npJ1QJ1TaIOIII;J1XCH J1C-
nOJIHJ1TeJIIO nJIaTemeJ1, BHOCHTCH B ,n;en03J1T B nopH,n;Ke, npe,n;yc-
MOTpeHHOM rpam,n;aHCKJ1M Ko,n;eKCOM PCP.
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BOpOM CpOK pa60THJ1KaMJ1 OpraHJ13a VIJ1 He YCTpaHeHbI. IToTpe6J1-
TeJIb MomeT pacToprHYTb ,n;orOBOp 06 OKa3aHJ1J1 YCJIyrJ1, eCJIJ1 J1M
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50
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JIeTBOpeHJi1H COOTBeTCTBYIOIII;Ji1X Tpe60BaHJi1t1 rroTpe6Ji1TeJI.H.
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cTyrrJIeHJi1H OT ,n;OrOBOpa Ji1JIJi1 Ji1Hble He,n;OCTa TKJi1, KOTopble He Mor-
JIJi1 6bITb YCTaHOBJIeHbI rrpJ1 06blqHOM crroc06e rrpJi1eMKJi1 (CKpbITble
He,n;OCTaTKJi1), B TOM QJi1CJIe TaKJi1e, KOTopble 6bIJIJi1 YMbIlIlJIeHHO
CKpbITbI Ji1CrrOJIHJi1TeJIeM, 06JI3aH Ji13BeCTJi1Tb 06 3TOM Ji1CrrOJIHJi1TeJIH.
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C He,n;OCTaTKaMJi1 OKa3aHHOM YCJIyrJi1, B TeqeHJi1e rapaHTJi1MHOrO
cpOKa, a npJi1 ero OTCYTCTBJi1Ji1 - B pa3YMHbIJ1 CpOK, B rrpe,n;eJIax
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Ji1MYIII;eCTBe.
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Ha KOTOPYIO He YCTaHOBJIeH rapaHTVlJ1HbIJ1 CpOK, eCJIJi1 rroTpe6Ji1-
TeJIb ,n;OKameT, qTO OHJi1 B03HJi1KJIJi1 ,n;o ee rrpJi1H.HTJi1H Ji1M Ji1JIJ1 rro
rrpJi1QJi1HaM, B03HJi1KIllJi1M ,n;o 3Toro MOMeHTa. B OTHOIlleHJi1Ji1 YCJIY-
rJi1, Ha KOTOpyIO YCTaHOBJIeH rapaHTJ1MHbIM CpOK, CepBJi1CHa.H opra-
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CJi1JIbI.
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meHbI nOTpe6Ji1TeJIeM rro Ji1CTeqeHJi1Ji1 rapaHTJi1MHOrO cpoKa, HO B
rrpe,n;eJIax ,n;BYX JIeT (rrHTJi1 JIeT Ha He,n;BJ1mJi1MOe Ji1MYIII;ecTBo), rro-
Tpe6Ji1TeJIb BrrpaBe npe,n; HBJi1Tb rrpeTeH3J10HHble Tpe60BaHJi1JI K
CepBJi1CHOM OpraHJi13a Ji1Ji1, eCJIJi1 )J;oKameT, QTO He,n;ocTa TKJi1 B03-
HJi1KJIJi1 ,n;o rrpJi1HHTJi1H J1M pe3YJIbTa Ta YCJIyrJi1 J1JIJi1 rro rrpMQJi1HaM,
B03HJi1KIllJi1M )J;o 3Toro MOMeHTa.
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KJi1 OKa3aHJi1H YCJIyrJi1 Ji1JIJi1 CTaJIO OQeBJi1,n;HbIM, qTO YCJIyra He 6y-
eT OKa3aHa B CpOK, rroTpe6Ji1TeJIb no CBoeMY Bw60PY BrrpaBe
51
Ha3HaqJ1Tb VICrrOJIHJ1TeJIIO HOBbIM CpOK, rropyqVITb OKa3aHJ1e YC-
JIyrJ1 TpeTbVIM JIJ1 aM 3a pa3YMHYIO eHY, BblrrOJIHJ1Tb ee CBOJ1MJ1
CJ1JIaMJ1 J1 rroTpe60BaTb OT J1CrrOJIHJ1TeJIH B03Me eHJ1H rrOHeCeH-
HbIX paCXO,lJ;OB, rroTpe60BaTb YMeHbllleHVIH eHbI sa OKa3aHVIe
YCJIyrVI J1JIJ1 paCToprHYTb ,lJ;OrOBOp 06 OKa3aHJ1J1 YCJIyrVI.
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rn;eHVIH y6bITKOB, rrpJ1qJ1HeHHbIX eMY B CBH3J1 C HapYIlleHVIeM cpo-
KOB OKa3aHJ1H YCJIyrJ1. B CJIyqae HapYllleHVIH YCTaHOBJIeHHbIX cpo-
KOB OKa3aHVIH YCJIyrVI J1JIVI Ha3HaqeHHWX rroTpe6J1TeJIeM HOBWX
CpOKOB, CepBJ1CHaH OpraHJ13a J1H (VIcrrOJIHVITeJIb) yrrJIaqVIBaeT rro-
Tpe6VITeJIIO 3a KajR,lJ;blti ,lJ;eHb (qac, eCJIJ1 CpOK orrpe,lJ;eJIeH B qacax)
rrpOCpOqKVI HeycTotiKY B pa3Mepe Tpex rrpo eHTOB eHbI OKa3a-
HVIH YCJIyrJ1, a eCJIJ1 eHa OKa3aHJ1H YCJIyrJ1 ,lJ;OrOBOpOM He orrpe-
,lJ;eJIeHa - 06 eti eHbI 3aKa3a.
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Be,lJ;eHHbIX B rrpo ecce OKa3aHVIH YCJIyrJ1, a TaKme rrJIaTbI 3a OKa-
3aHHYIO YCJIyry, 3a J1CKJIIOqeHJ1eM CJIyqaH, eCJIVI rroTpe6VITeJIb
rrpJ1HHJI OKa3aHHYIO YCJIyry. Tpe60BaHJ1JI rroTpe6J1TeJIH He rro,n;JIe-
jRaT y,lJ;OBJIeTBOpeHJ1IO, eCJIVI J1CrrOJIHJ1TeJIb ,lJ;OKajReT, qTO Hapy-
llleHJ1e CpOKOB OKa3aHJ1H YCJIyrJ1 rrp0J130111JIO BCJIe,lJ;CTBJ1e 06CTO-
JITeJIbCTB HerrpeO,lJ;OJIJ1Moti CVIJIbI JiiJIJii rro BMHe rroTpe6J1TeJIJI.
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JIyry C J1CrrOJIb30BaHJ1eM c06CTBeHHoro MaTepJ1aJIa, OTBeqaeT 3a
ero KaqeCTBO ITO npaBJ1JIaM 06 OTBeTCTBeHHOCTVI rrpo,n;aB a 3a
TOBapbI HeHa,n;JIejRa ero KaqeCTBa B COOTBeTCTBJ1VI C rpajR,lJ;aHC-
KJ1M 3aKOHO,lJ;aTeJIbCTBOM. IIopH,lJ;oK VI CpOKVI y,n;OBJIeTBOpeHJ1H J1C-
rrOJIHVITeJIeM Tpe60BaHJ1ti rroTpe6J1TeJIH, a TaKme OTBeTCTBeHHOCTb
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52
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59
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60
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61
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62
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Ha3HaQeHJ1IO, B TOM QJ1CJIe KOMrreTeHTHOCTJ1 J1 crrOC06HOCTJ1 npe-
OCTaBJ1Tb rroKyrra TeJIHM HymHYIO J1H<popMaIJ;J1IO.
Tpe60BaHJ1H K J1H<popMaTJ1BHOCTJ1 YCJIyr OTpamaIOTC.H B HOp-
MaTJ1BHbIX ,n;OKYMeHTax PCP. COrJIaCHO IIpaBJ1JIaM 6bIToBoro 06-
CJIymJ1BaHJ1H HaCeJIeHJ1H CepBJ1CHa.H OpraHJ13a J1.H (J1CrrOJIHJ1Te.JIb)
06H3aHa ,lJ;OBeCTJ1 ,lJ;0 rroTpe6J1TeJIH <pJ1pMeHHOe HaJ1MeHOBaHMe
CBoeM OpraHJ13aIJ;J1Ji1, MeCTO ee Haxom,n;eHJi1H, IOpJi1,n;Ji1QeCKJi1M
69
a,n;pec, TJi1rr, KJIaCC Ji1 pemJi1M pa60TbI. 06bIQHO YKa3aHHaJI MH<POP-
Ma Ji1H pa3MeI..IJ;aeTCH Ha BbIBeCKe. CepBJi1CHaH OpraHJi13aIJ;J1H (Ji1C-
rrOJIHJi1TeJIb) 06H3aHa rrpe,n;OCTaBJi1Tb rroTpe6Ji1TeJIIO Ji1H<pOpMaIJ;Ji1IO
o rocy,n;apCTBeHHOM perJi1CTpaIJ;Ji1Ji1 C YKa3aHJi1eM HaJi1MeHOBaHJi1H
3aperJi1CTpJi1pOBaBlllerO ero opraHa. ECJIJi1 BJi1,n; ,n;eHTeJIbHOCTJi1, ocy-
III;eCTBJIHeMOM Ji1CrrOJIHJi1TeJIeM, rro,n;JIemJi1T JIJi1IJ;eH3Ji1pOBaHJ1IO, rro-
Tpe6Ji1TeJIIO ,n;OJImHa 6bITb rrpe,n;OCTaBJIeHa Ji1H<popMaIJ;Ji1H 0 HOMe-
pe JIJi1IJ;eH3Ji1Ji1, cpOKe ee ,n;eticTBJi1H, a TaKme 06 opraHe, BbI,n;aB-
rneM JIJi1IJ;eH3Ji1IO.
CepBJi1CHaH OpraHJi13aIJ;Ji1H (Ji1CrrOJIHJi1TeJIb) 06H3aHa CBoeBpe-
MeHHO rrpe,n;OCTaBJIHTb rroTpe6Ji1TeJIIO He06xo,n;Ji1MYIO Ji1 ,n;OCTOBep-
HYIO Ji1H<popMaIJ;Ji1IO 06 YCJIyrax (pa60Tax), KOTopaH B 06H3aTeJIb-
HOM rropH,n;Ke ,n;OJIjKHa co,n;epma Tb:
- rrepeqeHb OKa3bIBaeMblX YCJIyr (BblrrOJIHHeMblx pa60T) Ji1
<POpM Ji1X rrpe,n;OCTaBJIeHJi1H;
- 0603HaQeHJi1H CTaH,n;apTOB, 06H3aTeJIbHbIM Tpe60BaHJi1HM
KOTOpbIX ,n;OJImHbI COOTBeTCTBOBaTb YCJIyrJ1 (pa60TbI);
- CpOKJi1 OKa3aHJi1H YCJIyr (BblrrOJIHeHJ1H pa60T);
- ra paHTJi1t1Hble CpOKJi1, eCJIJi1 OHJi1 YCTaHOBJIeHbI <pe,n;epaJIb-
HbIMJi1 3aKOHaMJi1, Ji1HbIMJi1 rrpaBOBbIMJi1 aKTaMJi1 Pet> Ji1JIJ1 ,n;orOBO-
pOM, JIJi160 rrpe,n;YCMOTpeHbI 06bIQaeM ,n;eJIOBOrO 060poTa;
- IJ;eHbI Ha OKa3bIBaeMble YCJIyrJi1 (BblnOJIHHeMble pa60TbI),
a TaKme Ha Ji1CnOJIb3yeMble rrpJi1 aTOM MaTepJi1aJIbI, 3arraCHble
qaCTJi1 Ji1 CPYPHJi1TYPY Ji1CrrOJIHJi1TeJIH (0503Ha qeHHble Ha Ji1X 06pa3-
ax) Ji1 CBe,n;eHJi1H 0 rrOpJI,n;Ke Ji1 cpopMe orrJIa TbI;
- CBe,n;eHJi1H 0 rro,n;TBepm,n;eHJi1Ji1 COOTBeTCTBJi1H YCJIyr (pa60T)
YCTaHOBJIeHHbIM Tpe60BaHJi1HM (HOMep CepTJi1<pJi1KaTa COOTBeT-
CTBJi1H, CpOK ero ,n;et1CTBJi1H, opraH, ero BbI,n;aBlllJi1t1, Ji1JIJi1 perJi1CT-
paIJ;Ji10HHbIM HOMep ,n;eKJIapaIJ;Ji1Ji1 0 COOTBeTCTBJi1Ji1, CpOK ee ,n;eM-
CTBJi1.R, HaJi1MeHOBaHJ1e Ji1CrrOJIHJi1TeJIH, npJi1HHBlllero ,n;eKJIapaIJ;Ji1IO,
Ji1 opraH, ee 3a perJi1CTpJi1pOBaBlllJi1t1).
,L(JIH 03HaKOMJIeHJi1H rroTpe6Ji1TeJIIO ,n;OJImHbI 6bITb rrpe,n;CTaBJIeHbI:
- IIpaBJ1JIa OKa3aHJi1H YCJIyr;
- a,n;pec Ji1 TeJIe<pOH rro,n;pa3,n;eJIeHJ1H rro 3aI..IJ;VlTe npaB rro-
Tpe6Ji1TeJIet1 opraHa MeCTHoro caMoyrrpaBJIeHJi1H, eCJIJi1 TaKoe rro,n;-
pa3,n;eJIeHJi1e Ji1MeeTCH;
70
- 06pa3 bI OrOBOpOB (KBJ1TaH J1ti, J1HbIX ,lJ;OKYMeHToB) 05
OKa3aHJ1J1 YCJIyr (BblnOJIHeHJ1J1 pa60T);
- 06pa3 bI (MO,lJ;eJIJ1) J13rOTaBJIJ1BaeMblX J13,n;eJIJ1M, aJIb60MbI
J1 mypHaJIbI C Mo,n;eJIHMJ1 J13,n;eJIJ1M J1 T. n.;
- rrepeqeHb KaTerOpJ1ti rroTpe6J1TeJIeM, J1MeIOrn;J1X rrpaBO Ha
nOJIyqeHJ1e JIbrOT, a TaKme rrepeqeHb JIbrOT, rrpe,n;OCTaBJIHeMbIX
rrpJ1 OKa3aHJ1J1 YCJIyr (BblrrOJIHeHJ1J1 pa60T) B COOTBeTCTBJ1J1 C <pe-
,n;epaJIbHbIMJ1 3aKOHaMJ1 J1 J1HbIMJ1 rrpaBOBbIMJ1 aKTaMJ1 PCP.
J1H<popMa J1H ,n;OJImHa Haxo,n;J1TbCH B MeCTe, y,lJ;06HOM ,l]:JIH
0603peHJ1H. MCrrOJIHJ1TeJIb YCJIyr 06H3aH CBoeBpeMeHHO rrpe,lJ;oc-
TaBJIHTb rroTpe6J1TeJIIO J1H<popMa J1IO 0 CBoeM OpraHJ13a VIVI VI 06
OKa3bIBaeMblX YCJIyrax (BblrrOJIHHeMblx pa60Tax) B HarJIH,lJ;HoM J1
,n:ocTyrrHoM <POp Me KaK rrpJ1 pa50Te B cTa VIoHapHblx YCJIOBVIJIX,
TaK J1 rrpVI 06CJIymJ1BaHVIJ1 B ,n;pyrJ1x YCJIOBVIHX - BHe rrOCTOHHHO-
ro MeCTa HaxOm,lJ;eHJ1H opraHVI3a J1J1, BO BpeMeHHblx nOMeI.IJ:eHVI-
HX, rrpJ1 J1CrrOJIb30BaHVIJ1 rrepe,lJ;BVImHblx rrpVIeMHblx rrYHKToB, BbI-
e3,n;HbIMJ1 6pJ1ra,n;aMJ1 VI T. n.
MH<popMaIJ;J1H ,lJ;OBO,n;J1TCH ,lJ;0 rroTpe6VITeJIH Ha PYCCKOM H3bI-
Ke J1 ,lJ;OrrOJIHJ1TeJIbHO, rro YCMoTpeHJ1IO J1CrrOJIHVITeJIH, Ha rocy-
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cBoeBpeMeHHoe VIH<POpMVIpOBaHJ1e rroTpe6VITeJIH 0 npe,n;ocTaBJIH-
eMOM 06CJIymJ1BaHJ1J1, YCJIyre. CBoeBpeMeHHaH VI ,n;ocToBepHaH
J1H<popMa VIH 0 nJ1rn;eBOM J1 3HepreTVIqeCKOM eHHocTVI KYJIVIHap-
HOM npO,lJ;YK J1J1 n03BOJIHeT nOTpe6VITeJIIO npaBVIJIbHO, C yqeTOM
B03pacTHblx oc06eHHocTeM VI COCTOHHJ1H 3,n;OpOBbH, BbI6paTb He-
06xo,n;J1MOe 6JIIO,n;O J1 KYJIJi1HapHOe J13,n;eJIJi1e.
J1H<popMa TJ1BHOCTb YCJIyr nOBbIlllaeTCH C Ji1CnOJIb30BaHJi1eM
pa3Ho06pa3Hblx BJi1,lJ;OB peKJIaMHO-J1H<popMaIJ;Ji10HHbIX MaTepJ1aJIOB.
ITo nOKa3aTeJIHM KaQeCTBa ocyrn;eCTBJIHeTCJI KOHTpOJIb Ka-
'tJeCTBa YCJIyr Ji1 06CJIymJ1BaHJ1H. Ko1-tmpO.ll/b 'Ka'llecmea YCJl,yz (06-
cAy u8aHu ) npe,n;cTaBJIHeT C060M COBOKynHocTb onepa Ji1M,
BKJIIOQaIOrn;yIO npoBe,lJ;eHJ1e J13MepeHJi1M, Ji1CITbITaHJi1M, o eHKY 0,lJ;-
71
HOti J1JIJ1 HeCKOJIbKJ1X XapaKTepJ1CTVIK YCJIyrVI (06CJIymVIBaHVIH) VI
CpaBHeHJ1e rrOJIyqeHHbIX pe3YJIbTaTOB C YCTaHOBJIeHHbIMVI Tpe6o-
BaHJ1HMJ1.
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qeCTBa. CUCmeMa 'K01impOA.R, 'Ka1.£eCm8a - 3TO cOBoKyrrHocTb rrpo-
e)];yp, rrpO eCCOB J1 peCypCOB, 06eCneqVIBaIO aH OCym;eCTBJIe-
HVIe o6rn;ero PYKOBO)];CTBa KaqeCTBOM YCJIyr.
KOHTpOJIb KaqeCTBa OCyrn;eCTBJIHeTCH Ha BCeX CTa)];VIHX TeX-
HOJIOrJ1qeCKOrO IIpO eCCa crreQJ1aJIJ1CTaMVI CepBJ1CHoti OpraHVI3a-
QVIVI. KOHTpOJIIO IIO)];BepraeTCH rrpoQecc 06CJIymVIBaHJ1H rrOCeTVI-
TeJIeti J1 rrp0J13BO,lJ;CTBeHHble TeXHOJIOrJ1qeCKVIe Orrepa J1J1, rrpo-
YKTbI rrJ1TaHVIH rrpJ1 OKa3aHJ1VI YCJIyr 06 eCTBeHHOrO IIJ1TaHVIJI,
HOBbIe J13 eJIJ1H J1 J13,lJ;eJIJ1H, IIpOllle,lJ;lllJ1e peMOHT VI BOCCTaHOB-
JIeHVIe.
Ka qeCTBO J13,lJ;eJIJ1ti ,lJ;OJImHO COOTBeTCTBOBa Tb HopMa TJ1BHbIM
Tpe60BaHVIHM rro BHelllHeMY BJ1)];y, pa3Mepy, KOHCTPYKTVIBHOMY
pellleHJ1IO J1 xY)];OmeCTBeHHOMY o<popMJIeHJ1IO, J1H,lJ;VIBJ1)];yaJIbHbIM
oco6eHHOCTHM rroTpe6J1TeJIH YCJIyrJ1 J1 ero meJIaHJ1IO, orrpe)];eJIeH-
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HbIX rro VIH)];J1BVI,lJ;yaJIbHOMY 3aKa3Y J13 eJIJ1ti rrpOBO,l];J1TCH TeXHJ1-
qeCKMM KOHTpOJIepOM VIJIVI ynOJIHOMOqeHHbIM JIJ1QOM opraHVI3a-
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,n;eJIVIti Tpe6oBaHJ1HM ,lJ;eticTBYIOrn;eti HopMa TJ1BHOti ,lJ;OKYMeHTa J1J1
C yqeTOM rrepeqHH pa60T, COrJIaCOBaHHoro C 3aKa3qJ1KOM. ECJIVI B
pe3YJIbTaTe rrpVIeMOQHOrO KOHTpOJIH YCTaHOBJIeHO HeCOOTBeTCTBJ1e
XOTH 6w o,n;Horo IIOKa3aTeJIH HOpMaTJ1BHoti ,lJ;OKYMeHTaQVIVI J1JIJ1
IIYHKTY, COrJIaCOBaHHOMY C 3aKa3QVIKOM, J13,n;eJIJ1H B03Bparn;aIOT-
CH ,n;JIH YCTpaHeHVIH HeCOOTBeTCTBJ1H (HeJ1CnpaBHOCTJ1).
KOHTpOJIb Ka QeCTBa rrpo ecca 06CJIymVIBaHVIH 60JIee CJIOmeH
J1 cy6DeKTJ1BeH BBVI,lJ;Y OTCYTCTBVIH BblpameHHbIX KOJIVIqeCTBeH-
HbIX rrOKa3aTeJIeti KaQeCTBa YCJIyr.
IIOBbIllleHJ1e KOHKypeHTocIIOCo6HOCTVI cepBVICHOt1 OpraHJ13a-
VIJ1 3aBJ1CVIT OT MepOrrpWHTJ1J1 rro rrOBbIllleHVIIO KaQeCTBa YCJIyr.
IIoTpe6VITeJIbcKJ1e Tpe6oBaHJ1H K CTaH,lJ;apTaM 06CJIymVIBaHVIH rro-
72
CTO.HHHO paCTYT, OCTJ1jKeHJ1e BbICOKOrO KaqeCTBa YCJIyr CTaHO-
BJ1TC.H OCHOBHOM 3a,n;a qeM CepBJ1CHbIX OpraHJ13aO;J1M.
YqeHble B pa3HbIX CTpaHaX 3aHJ1MaIOTC.H BOnpOCaMJ1 BbI,n;eJIe-
HJ1.H <paKTOpOB, onpe,n;eJI.HIOIII;J1X KaqeCTBO YCJIyr. 'YqeT 3TJ1X OC-
HOBHbIX <paKTOpOB, onpe,n;eJI.HIOIII;J1X KaqeCTBO YCJIyr, .HBJI.HeTC.H nep-
BOCTeneHHOM 3a,n;aqeM CepBJ1CHbIX OpraHJ13a J1J1, nOCKOJIbKY OT 3TOrO
3aBJ1CJ1T J1X pa3BJ1TJ1e J1 <pJ1HaHCOBOe COCTO.HHJ1e (pJ1c. 2).
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r IOKaJan J1H coxpaliliOCTH
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PI1C. 2. rpynnoBble nOKa3aTeJIV1 KaqeCTBa YCJIyr .
4>e epaJIbHbIM 3aKOH OT 27 ,n;eKa6p.H 2002 r. NQ 184-4>3 "0
TeXHJ1QeCKOM perYJIJ1pOBaHJ1J1" onpe,n;eJIJ1JI HOBbIe 3a,n;aqJ1 no CTaH-
a pTJ13aIJ;J1J1 rrOKa3aTeJIeM KaqeCTBa YCJIyr. CYIII;eCTBeHHa.H pOJIb B
06eCrreqeHJ1J1 KaqeCTBa OTBO,n;J1TC.H OpraHJ13aIJ;J1.HM J1 npo<peCCJ10-
HaJIbHbIM 06De,n;J1HeHJ1.HM, TaKJ1M KaK AccoIJ;J1aIJ;J1.H OpraHJ13aIJ;J1M
c<pepbI YCJIyr, COI03 napJ1KMaXepOB J1 KOCMeTOJIOrOB POCCJ1J1,
AccoIJ;J1aIJ;J1.H PYCCKJ1X y60POqHbIX KOMnaHJ1ti, AccoIJ;J1a J1.H npe -
npJ1.HTJ1ti XJ1MQJ1CTKJ1 J1 npa QeQHbIX, JIJ1ra J1H,n;yCTpJiiJii MO,n;bI, a
TaKme peMeCJIeHHbIe naJIaTbI J1 T. ,n;.
AKTyaJIbHbIM HarrpaBJIeHJ1eM pa60T B 06JIaCTJii nOBbIIlle-
HJ1.H Ka qeCTBa YCJIyr .HBJI.ReTC.H OpraHJ13aIJ;J1.H npe,n;OCTaBJIeHJii.H
06'beKTJ1BHOM VIH<popMaIJ;VIVI nOTpe6J1TeJI.HM 0 KaQeCTBe YCJIyr,
73
BIIe,n;peHwe rrOpH,lJ;Ka KJIaCCI1<pJ1Ka J1J1 YCJIyr, rro Ka TerOpJi1HM
Ka qeCTBa.
,n:JIH pemeHJ1H 3TOM rrp06JIeMbI HaJ160JIee BamHbIMJi1 HBJIHIOT-
CH CJIe YIOIII;J1e 3a,lJ;aQJ1:
. YTOqHeHJ1e 06'beKTOB TeXHJ1qeCKOrO perYJIJ1pOBaHJ1H;
. C03,n;aHJ1e J1 BHe,n;peHJ1e CJ1CTeMbI ,lJ;06pOBOJIbHOM CepTJ1-
<pJ1Ka Ji1J1 Ji1 KJIaCCJ1<pJ1KaQJ1J1 OpraHJ13aQJ1M CepBJ1CHOrO o6cJIY-
jKJ1BaHJi1H;
. C03,n;aHJ1e Qepe3 CTaH apTJ13a Ji1IO J1 CepTJi1<pJ1KaQJ1IO YCJIO-
BJ1M ,lJ;JIH ,lJ;06pOCOBeCTHOM KOHKypeHQJ1J1 rrpe,lJ;rrpJ1HJ1MaTeJIeM Ji1
rrOBblmeHJ1e J1H<POpMJ1pOBaHHOCTI1 rroTpe6J1TeJIeM 0 Ka qeCTBe
YCJIyr.
I1oKa3aTeJIJ1 KaQeCTBa YCJIyr OTpamaIOTCH B HOpMaTJ1BHbIX
OKYMeHTax: CTaH apTax BJ1,lJ;a "HOMeHKJIaTypa rrOKa3aTeJIeM Ka-
QeCTBa" ,lJ;JIH KOHKpeTHOM rpyrrrrbI (BJi1,lJ;a) O,lJ;HOpO,lJ;HbIX YCJIyr, CTaH-
apTax Ha YCJIyrJi1, npo ecc 06CJIymJi1BaHJ1H (rrpe,n;OCTaBJIeHJ1H
YCJIyrJ1) rrpe,n;rrpJ1HTJi1H ccpepbI YCJIyr, CTaH,n;apTax BJ1,lJ;a "Tpe6o-
BaHJ1H K 06CJIymJ1BaIOIII;eMY rrepCOHaJIY" ,n;JIH pa3JIJi1QHbIX BJ1,lJ;OB
YCJIyr, ,n;OKYMeHTax CJ1CTeMbI yrrpaBJIeHJ1H KaQeCTBOM, rrpaBJi1JIaX,
MeTO,lJ;Ji1KaX J1 peKOMeH,lJ;a J1HX rro o eHKe COOTBeTCTBJ1H YCJIyr J1
rrpoQecca 06CJIymJ1BaHJ1JI (rrpe,lJ;OCTaBJIeHJ1H YCJIyrJ1) rrpe,lJ;rrpJi1H-
TJ1H J1 aTTeCTa J1J1 rrepCOHaJIa.
KOHTpOJIb KaQeCTBa YCJIyr 11 OQeHKa rrOKa3aTeJIeM KaqeCTBa
yCJIyr oCYIQeCTBJIHIOTCH C J1CrrOJIb30BaHJi1eM pa3JIJi1QHbIX MeTO,lJ;OB,
KOTopble KJIaCCJi1<pJ1IJ;J1PYIOT rro CJIe YIOIII;J1M rrpJ13HaKaM:
1) eJIJ1 rrpJ1MeHeHJi1H;
2) <PJ13J1KO-CTa TJ1CTJ1QeCKJ1e rrpJi13HaKJi1 J1 rrpOIJ;e,lJ;ypbI;
3) MeTo,n;bI <POpMJ1pOBaHJi1H pe3YJIbTaToB.
ITo 'lteJl,.R,M npUMenenUJL MeTO,lJ;bI KOHTpOJIH J1 O eHKJ1 KaQe-
CTBa YCJIyr rrO,lJ;pa3,n;eJIHIOTCH Ha TpJi1 rpyrrrrbI:
1) orrpe,lJ;eJIeHJi1e COOTBeTCTBJ1H Ka QeCTBa YCJIyr Tpe6oBaHJi1HM
HOpMaTJ1BHOM ,lJ;OKYMeHTa Ji1J1 J1/J1JIJ1 rroTpe6J1TeJIH ---- rrpJ1 <pop-
MJ1pOBaHJ111 cTaH,n;apToB Ha YCJIyrJ1 (rrpo ecc rrpe,lJ;OCTaBJIeHJ1H
YCJIyrJi1, rrpe,n;rrpJ1HTJ1e, rrepCOHaJI), o eHKe COOTBeTCTBJ1H YCJIyr
J1 CJ1CTeM KaQeCTBa;
74
2) YCTaHOBJIeHJ1e <paKTopoB (YCJIOBJ1ti), crroco6cTByroI.IJ;J1X
,n;0CTJ1meHJ1IO Tpe6yeMoro ypOBH.H KaqeCTBa YCJIyr - rrpJi1 yrrpaB-
eHJ1J1 KaqeCTBOM;
3) CpaBHJi1TeJIbHa.H ou;eHKa (paHmJ1pOBaHJ1e) KaqeCTBa BbIIIOJI-
HeHJi1.H o,n;J1HaKOBbIX YCJIyr pa3JIJ1qHbIMJ1 rrp e,n;rrp Ji1.HTJ1.HMJi1.
ITo ifJu3U'KO-CmamucmU1.£eC'KUM npU31ia'KaM J1 rrpou;e,n;ypaM
MeTO,n;w KOHTpOJI.H J1 Ou;eHKJ1 rroKa3aTeJIe KaqeCTBa YCJIyr rro,n;-
pa3,n;eJI.HIOT Ha rr.HTb rpyrrrr:
1) J1HCTpYMeHTaJIbHbI - B BJ1,n;e pe3YJIbTaTa cooTBeTcTBY-
rorn;Ji1X J13MepeHJ1M;
2) OpraHOJIerrTJ1qeCKJ1ti -- qepe3 peaKU;Ji1IO opraHoB qYBCTB
KOHTpOJIepa. Pe3YJIhTaT Ou;eHKJ1 MomeT HOCJ1Tb KaqeCTBeHHblti
(aJIbTepHa TJ1BHa.H Ji1JIJ1 rpa,n;aU;Ji10HHa.H ou;eHKa) J1JIJ1 KOJIJ1qeCTBeH-
HbI xa paKTep;
3) Mo,n;eJIbHO-paCqeTHblti - C J1CrrOJIb30BaHJi1eM 3aBJ1CJ1MOCTJi1
O eHJi1BaeMOro rrOKa3aTeJI.H KaqeCTBa OT rroKa3aTeJIe , orrpe,n;e-
JI.HeMbIX ,n;pyrJi1MJi1 MeTo,n;aMJ1 (,n;eTepMJ1HJi1pOBaHHbIM) J1JIJi1 Mo,n;eJIJi1-
pOBaHJ1eM CJIyqatiHoro rrpou;ecca <POpMJ1pOBaHJi1.H rrOKa3aTeJIeti
KaqeCTBa (cToXaCTJi1qeCKJ1ti);
4) 3KcrrepTHblti - Ha OCHOBe aHaJIJi13a cym,n;eHJ1ti (KaQeCTBeH-
HbIX Ji1 KOJIJ1QeCTBeHHblX ou;eHoK) 3KcrrepToB;
5) COIJ;J1oJIOrJ1QeCKJi1ti - rrpoBe,n;eHJ1e COIJ;J10JIOrJi1QeCKJ1X Ji1C-
CJIe,n;oBaHJi1M J1 aHaJIJ13a rrOJIYQeHHbIX ,n:aHHbIX.
MemOa'bL ifJopMup08a1iU.fl, pe3YA'bmam08 KOHTpOJI.H J1 Ou;eHKJ1
rroKa3aTeJIe KaQeCTBa rro,n;pa3,n;eJI.HIOT Ha ,n;Be rpyrrnbI:
1) orrpe,n;eJIeHJ1e pa3.JIJ1QJ1ti e,n;Ji1HJi1QHbIX rrOKa3a TeJIe Ka qe-
CTBa:
> ,n;eTepMJ1HJi1pOBaHHoti pa3HOCTJ1 3Ha QeHJ1ti J1JIJ1 MrHoBeHHoti
pa3HOCTJ1;
> pa3HOCTJ1 CTa TJi1CTJi1QeCKJi1X xa paKTepJi1CTJ1K (Ma TeMa TJ1QeC-
Koe OmJ1,n;aHJ1e, ,n;J1cnepCJ1.H);
> pa3HOCTJi1 rrporH03HbIX 3HaQeHJi1ti rrOKa3aTeJI.H Ha orrpe,n;e-
ReHHblti MOMeHT BpeMeHJ1 J1JIJ1 pa3HOCTJ1 CKopocTeti J13MeHeHJ1.H
(TpeH,n;a) Ma TeMa TJ1QeCKOrO OmJ1,n;aHJi1.H 3Toro rrOKa3a TeJI.H.
3TJ1 MeTO,n;bI Ji1CrrOJIb3yroT IIpJ1 Bcex crroco6ax no.rryqeHJi1.H 3Ha "LJe-
HMti rrOKa3aTeJIeti KaQeCTBa, KpOMe arrOJIOrMqeCKJi1X 06CJIe,n;OBaHJi1M;
75
2) <POpMJ1pOBaHJ1e o606m;eHHblx nOKa3aTeJIet1:
> MeTO,n; KBaJIJ1MeTpJ1J1 - C Ji1CnOJIb30BaHJi1eM B3BerneHHoro
CYMMJi1pOBaHJ1H e Ji1HJi1qHbIX nOKa3aTeJIet1 onpe,n;eJIeHJi1eM "BecoB"
3KcrrepTHbIM nYTeM;
> MeTO BbI60pa onpe,n;eJIHIOm;erO rrOKa3aTeJIH, COOTBeTCTBJi1e
KOToporo YCTaHOBJIeHHbIM Tpe6oBaHJi1HM HBJIHeTCH rJIaBHbIM YC-
JIOBJi1eM npJi13HaHJ1H YCJIyrJi1 KaqeCTBeHHot1, He6oJIblllJ1e OTKJIOHe-
HJi1JI 3HaqeHJi1J1 ,n;pyrJi1X rrOKa3aTeJIeJ1 npJ13HaIOTCH HeCYIII;eCTBeH-
HbIMJi1. Orrpe,n;eJI.ffIOm;Ji1M nOKa3a TeJIeM peKoMeH,n;yeTcH npJi1HJi1Ma Tb
nOKa3aTeJIb 6e30rraCHOCTJi1;
> MeTO,n; BbI60pa B KaqeCTBe onpe,n;eJIHIOIII;erO rrOKa3aTeJIH C
Hali16oJIblllet1 CKOpOCTbIO li13MeHeHJ1H.
3TJi1 rpynnbI MeTo,n;OB li1CrrOJIb3YIOT rrpli1 Bcex cnoco6ax nOJIY-
qeHli1H 3HaqeHli1J1 nOKa3aTeJIeJ1 KaQeCTBa.
BOLlpOCbl,4l1H caMoKoHTpOOH
-
1. Jl.aume onpeaeJl,e1-£ue n01i.R,mUJLM "1\,a1.teCm80 YC.lLyz", "'Ka-
1.teCm80 06cAYJlCU8a1iU.R,", "c8oucm8o YCAYZU (06cAYJICU8a1iU.H)",
"n01\,a3ameJl,'b 1\,a1.£eCm8a YCAYZU (06cAYJlCU8a1iUJL)".
2. JI.AJL Ka1\,UX 1{eJl,eu UCnOA'b3Y1OmC.fl, n01\,a3ameJl,U 1\,a1.£eCm8a
YCAYZ?
3. Om 1.Lezo 3aeucum 1\,a1.Lecmeo UCnOA1-£e1-£UJL U pe3YA'bmama
YC.lLYz?
4. II epe1.£uc.lLume zpynn'bL n01\,a3ameJLeU 1\,a1.£eCm8a YCAYZ U
aaume ux 06'14Y1O xapa1\,mepUcmu1\,Y.
5. IIepe1lucAume U aaume xapa1\,mepucmu1\,Y n01\,a3ameJl,.fl,M
1ia31ia 1.£e1i U.fl, YC./l, YZ.
6. llepe1.£UCAUme U aaume xapa1\,mepUcmu1\,Y n01\,a3ameJl,.fl,M
6e30naC1-£Ocmu YC./l,Yz.
7. IIepe1.LucAume U aaume xapa1\,mepucmu1\,Y n01\,a3ameJl,.fl,M
1-£aaeJIC1iocmu YC.lLYZ.
8. fIepe1.£UCAUme U aaume xapa1\,mepucmu1\,Y n01\,a3ameJl,.R,M
n pocjJeccuo1iQ,./l, 'b1iOZO yp081iJL nepC01iCIAa.
9. JIepe1.£uc./l,ume U aaume xapa1\,mepucmu1\,Y 3CmemU1.£ec-
1\,UM n01\,a3ameJl,.fl,M, YCAYZ.
76
10. IIepe1.£uc./l,ume U aai1me xapa'Kmepucmu'KY nO'Ka3amMJlM,
UllrjJopMamU81iOCmU YC./Lyz.
11. Ka'K08'bL 1{MU, cY 1iocm'b U MemOa'bL 'Ko1-£mpo./LJL U o1{e1i-
KU 'Ka1.£eCm8a YC./Lyz?
3.2. nOKa3aTellH 3 eKTHBHoCTH
cepBHcHoH AeBTellbHOCTH oprauH3a HH
YCTOMqMBOe 3KOHOMMqeCKOe pa3BMTMe cepBMCHOM opraHM-
3a MM B YCJIOBM.HX rrOCTO.HHHOrO M3MeHeHM.H PbIHOqHOM cMTya MM
OCHOBbIBaeTC.H Ha aHaJIM3e 3<PcpeKTMBHoCTM cepBMCHOM ,n;e.HTeJIb-
HOCTM.
CMCTeMaTMqeCKMM aHaJIM3 rrOKa3aTeJIeM cepBVlCHOM ,lJ;e.HTeJIb-
HOCTM rr03BOJI.HeT:
- 6bICTpO O eHJ1BaTb pe3YJIbTaTMBHOCTb cepBMcHoi1 ,lJ;e.HTeJIb-
HOCTM opraHM3a J1M;
- CBoeBpeMeHHO BbI.HBJI.HTb <paKTopbI, BJIM.HIO J1e Ha BeJIM-
qMHY rrOJIyqaeMOM rrpM6bIJIJ1 rro KOHKpeTHbIM BM,lJ;aM rrpe,lJ;OCTaB-
JIHeMbIX YCJIyr;
- orrpe,lJ;eJI.HTb paCXO,lJ;bI (M3,lJ;epmKJ1 o6pa eHM.H) M TeH,lJ;eH-
MM MX M3MeHeHM.H, QTO Heo6xo,lJ;MMO ,lJ;JI.H orrpe,n;eJIeHM.H CTOMMO-
CTM YCJIyr M paCqeTa peHTa6eJIbHOCTM;
- HaXO MTb OrrTMMaJIbHble rrYTM rrOBbIllleHM.H s<pcpeKTMBHo-
CTM cepBMCHOM ,lJ;e.HTeJIbHOCTVI M rrOJIyqeHM.H npM6bIJIM.
BamHeMlllMM IIOKa3aTeJIeM s<p<peKTMBHoCTM paooTbI cepBMC-
HOM opraHM3a MM .RBJIJIeTC.H rrpM6bIJIb, OTpamaIOm;a.H pe3YJIbTa-
TbI ,lJ;e.HTeJIbHOCTM cepBMCHOM opraHM3a MM - 06'"beM M CTPYKTY-
py rrpe,n;OCTaBJIeHHbIX YCJIyr, rrpOM3Bo,n;MTeJIbHOCTb Tpy,n;a, ypo-
BeHb 3aTpaT, HaJIJ1qMe HerrpOM3Bo,n;MTeJIbHbIX paCXO,lJ;OB M IIOTepb
VI T. ,lJ;. OT pa3Mepa rrOJIyqeHHOM rrpM6bIJIJ1 3aBMC.HT rrOrrOJIHeHMe
OCHOBHbIX <POH,lJ;OB J1 060POTHbIX cpe,n;CTB, B03MomHOCTb MaTepM-
aJIbHoro nOO peHJ1.f1 pa6oTHMKOB, yrrJIaTa HaJIOrOB M ,n;p. HaJIM-
'tIMe rrpM6bIJIM CBM,n;eTeJIbCTByeT 0 TOM, qTO pacxo,n;bI cepBMCHOM
OpraHM3a MM rrOJIHOCTbIO rrOKpbIBaIOTC.H ,lJ;Oxo,n;aMM OT 06CJIymM-
BaHJ1.H rroTpe6MTeJIeM. IIpM6bIJIb cepBMCHOM opraHM3a MM paCCqM-
TbIBaeTC.H KaK pa3HocTb Mem y BceMM ee ,n;oxO,lJ;aMM M pacxo a-
77
MJ1. Pa3JIJ1qaIOT npJ16bIJIb OT OKa3aHJ1H YCJIyr (onepaQJ10HHaH J1JIJ1
BaJIOBaH rrpJ16bIJIb), rrpJ16bIJIb ,n;O HaJIoroo6JIomeHJ1H J1 rrpJ16bIJIb
rrOCJIe HaJIoroo6JIomeHJ1H (qJ1CTYIO rrpJ16bIJIb).
JIPU6otJl/b nOCAe 1iQA02oo6AOJICe1iU (1.£ucma npu6oLJ1o) pac-
CQJ1TbIBaeTCH C YQeTOM TaK Ha3bIBaeMbIX rrpoqJ1X rrJIaHJ1pyeMblx
J1 HerrJIaHJ1pyeMblx ,n;OXO,l];OB J1 pacxo,n;OB. K rrJIaHJ1pyeMbIM pacxo-
,n;aM OTHOCHT HaJIOrJ1, yrrJIaQJ1BaeMbIe B cpe,n;epaJIbHbIM J1 MeCT-
HbIM 6IO,n;meT; HerrJIaHJ1pyeMble pacxo,n;bI - lllTpacpbI, rreHJ1 J1
HeYCTOt1KJ1, ynJIaQeHHble 3a HapyrneHJ1e ,n:orOBopHbIX 06H3a-
TeJIbCTB, y6bITKJ1 OT CnJ1CaHJ1H 6e3Ha,n;emHbIX ,n;OJIrOB J1 ,n;pyrJ1e
rrOTepJ1, KOTopble YMeHblllaIOT orrepa J10HHYIO rrpJ16bIJIb. K He-
rrJIaHJ1pyeMbIM ,n;oxo,n;aM OTHOCHT lllTpacpbI, rreHJ1 J1 HeYCTOMKJ1,
rrOJIYQeHHble OT pa3JIJ1QHbIX OpraHJ13aQJ1t1, J13JIJ1II1KJ1 TOBapHO-
MaTepJ1aJIbHbIX QeHHOCTeJ1, BbIHBJIeHHble rrpJ1 J1HBeHTapJ13a J1J1,
CIIJ1CaHJ1e Kpe,n;VITopCKOM 3a,n:OJImeHHOCTVI 3a J1CTeQeHVIeM CpOKOB
VICKOBOM ,n;aBHOCTVI J1 ,n;p.
JIpu6'bL./l-o om O'Ka3a1iU YCAYZ orrpe,n;eJIHeTCH KaK pa3HOCTb
Mem,n;y BblpYQKOM OT OKa3aHJ1H YCJIyr rroTpe6VITeJIHM J1 ce6eCT0J1-
MOCTbIO 3TVIX YCJIyr.
IIy = By - C y ,
r,n;e IIy - rrpJ16bIJIb OT OKa3aHJ1H YCJIyr;
By - CYMMa BblpYQKJ1 OT OKa3aHJ1H YCJIyr;
C y - ce6ecToVIMoCTb YCJIyr.
IIpJ16bIJIb OT OKa3aHVIH YCJIyr HaXO,lJ;J1TCH rro,n; BJIJ1HHVIeM pa3-
JIJ1QHbIX cpaKTopoB, TaKJ1X KaK J13MeHeHJ1e 06'beMa OKa3bIBaeMblX
YCJIyr, VI3MeHeHJ1e CTPYKTYPbI (BVI,n:OB) OKa3bIBaeMblX YCJIyr, VI3-
MeHeHVIe eH Ha YCJIyrVI, J13MeHeHJ1e QeH Ha MaTepVIaJIbI, TapVI-
cpbI, pa60QYIO CJ1JIY VI T. rr.
06III;ee J13MeHeHJ1e rrpJ16bIJIJ1:
(1)
ilIIy = IIYl - IIyO' (2)
r e IIYl - rrpVI6bIJIb OT OKa3aHJ1H YCJIyr B OTQeTHOM ro,n;y;
IIyO - rrpJ16bIJIb OT OKa3aHVIH YCJIyr B npOlllJIOM rrepJ1o,n;e.
PaCqeT BJIJ1HHJ1H Ha rrpJ16bIJIb J13MeHeHJ1H eH Ha OKa3bIBae-
Mble YCJIyrJ1:
78
IIy = L(IJ: 1 X 0Yl) - L(U: O x 0Yl)'
(3)
r,n;e IIy - J13MeHeHJ1e BeJIJ1qJ1HbI rrpJ16bIJIJi1 3a CqeT Ji13MeHeHJi1H
eH Ha OKa3bIBaeMble YCJIyrJ1;
Ql - eHbI Ha YCJIyrJi1 B OTqeTHOM ro,n;y;
U: O - eHbI Ha YCJIyrJi1 B rrpOlllJIOM ro,n;y;
0Yl - KOJIJi1qeCTBO OKa3aHHbIX YCJIyr B OTQeTHOM rrepJi1o,n;e;
L(IJ: 1 x 0Yl) - OKa3aHJi1e YCJIyr B OTqeTHOM ro,n;y rro eHaM
OTt.J:eTHoro ro,n;a;
L(IJ: o x 0Yl) - OKa3aHJi1e YCJIyr B OTqeTHOM ro,n;y rro eHaM
rrpOlllJIOrO (6a3Ji1CHoro) rrepJi10 a.
PaCqeT BJIJi1.ffHJi1H Ha rrpJi16bIJIb Ji13MeHeHJi1M B 06'"beMe OKa3bI-
BaeMbIX YCJIyr:
IIYK = IIyO X k 1 - IIyO = IIyO (k 1 - 1),
(4)
r,n;e IIYK - Ji13MeHeHJ1e BeJIJ;1qJ1HbI rrpJ16bIJIJi1 3a CqeT J13MeHe-
HJi1M B KOJIJi1QeCTBe (o6'"beMe) OKa3bIBaeMbIX YCJIyr;
k 1 - K03<p<pJ1 J1eHT pOCTa 06'"beMa OKaSbIBaeMbIX YCJIyr.
C
k - YI,O
1 - ,
C YO
(5)
r,n;e C Y1 0 - ce6eCT0J1MOCTb OKa3aHHbIX B OTQeTHOM nepJ1o,n;e YCJIyr
,
rro eHaM rrpOlllJIOrO (6a3J1CHoro) rrepJi1o,n;a;
C YO - ce6eCT0Ji1MOCTb OKa3aHHbIX B rrpOlllJIOM rrepJi1o,n;e YC-
JIyr no eHaM rrpOlllJIOrO (6a3J1CHoro) rrepJ1o,n;a.
PaCqeT BJIJ1HHJi1H Ha rrpJ16bIJIb J13MeHeHJi1M B 06'"beMe OKa-
3hIBaeMbIX YCJIyr, 06YCJIOBJIeHHOrO J13MeHeHJi1eM J1X CTPYK-
TypbI:
IIyC = IIyO x (k 2 - k 1 ),
(6)
r e IIyC - Vt3MeHeHJ1e BeJIJ1qJi1HbI rrpJ16bIJIJi1 3a CqeT J13MeHe-
lIMM B 06'"beMe OKa3bIBaeMbIX YCJIyr, 06YCJIOBJIeHHbIX J13MeHeHJ1-
eM J1X CTPYKTypbI;
k 2 - K03<p<pJ1 J1eHT pOCTa 06'"beMa oKa3bIBaeMblx YCJIyr B
0QeHKe rro rrpo,n;amHbIM eHaM.
79
B
k - Yl,O
2 - ,
ByO
(7)
r,n;e BYI 0 - cpaKTJ1"qeCKaH BblpyqKa B eHaX rrpOlllJIOrO (6a3J1C-
,
HOrO) rrepJ10 a;
ByO - BblpyqKa rrpOlllJIOrO (6a3J1CHOrO) rrepMO,n;a.
PaCqeT BJIJii.HHJ1.H Ha rrpJ15bIJIb 3KOHOMJ1J1 OT CHJ1meHJi1.H ce6e-
CTOJi1MOCTJi1 OKa3bIBaeMbIX YCJIyr:
IIY3 = Cy1,O - C yO '
(8)
r,n;e IIY3 - Ji13MeHeHJ1e BeJIJi1qJ1HbI rrpJi16bIJIJi1 3a CqeT 3KOHOMJi1Ji1
OT CHJi1meHJ1H Ce6eCT0J1MOCTJi1 OKa3bIBaeMbIX YCJIyr.
AHaJIOrJi1 HbIM 05pa30M MomHO paCCqJi1TaTb BJIJi1.HHJi1e Ha rrpJi1-
6bIJIb eH Ha Ma TepJi1aJIbI, Tpy,n;OBble peCypCbI Ji1 p.
06 ee Ji13MeHeHJi1e rrpJ16bIJIJi1 CKJIa,n;bIBaeTC.H Ji13 Ji13MeHeHJi1M
rrpJ16bIJIJi1 3a CqeT BJIJi1.HHJi1.H pa3JIJi1qHbIX cpaKTOpOB:
rry = ilIIy + ilII YK + IIyC + ilIIY3 + ... + IIYCPi' (9)
r,n;e IIycp. - J13MeHeHJi1e rrpJii6bIJIJ1 3a CqeT BJIJ1.HHJ1.H i -ro cpaKTOpa.
1
IIoKa3aTeJIJi1 peHTa6eJIbHOCTJ1 XapaKTepY13YIOT 3cpcpeKTJ1B-
HOCTb pa60TbI OpraHY13a Y1Y1 B eJIOM, ,n;OXO,n;HOCTb pa3JIUqHbIX
HarrpaBJIeHY1M ,n;e.HTeJIbHOCTY1 (rrp0Y13BO,n;CTBeHHOM, rrpe,n;rrpY1HJ1Ma-
TeJIbCKOM, J1HBeCTY1 Y10HHOM). OHY1 60JIee rrOJIHO, qeM rrpY16bIJIb,
OTpamaIOT OKOHQaTeJIbHble pe3YJIbTaTbI ,n:e.HTeJIbHOCTJ1 OpraHY1-
3a Ji1Y1 3a OTQeTHbIM rrepY1o,n;, rrOTOMY QTO Y1X BeJIY1QJi1Ha rrOKa3bI-
BaeT COOTHOIlleHJi1e 3cpcpeKTa C HaJIJ1QHbIMY1 J1JIJi1 Ji1CrrOJIb30BaHHbI-
MY1 pecypcaMVI.
IIoKa3aTeJIY1 peHTa6eJIbHOCTJi1 paCCQY1TbIBaIOTC.H rro HeCKOJIb-
KY1M rpyrrrraM:
1. IIoKa3aTeJIY1, xapaKTepY13YIOIII;J1e oKyrraeMocTb 3aTpaT Ha
OKa3aHY1e YCJIyr.
2. IIoKa3aTeJIY1, xa paKTepY13YIOIII;Y1e rrpY16bIJIbHOCTb rrpo,n;am.
3. IIoKa3a TeJIY1, xa paKTepJi13YIOIII;J1e ,n;OXO,n;HOCTb KarrY1TaJIa.
Pe1ima6e.Il:b1iOCm'b n pOU380aCm8e1i1iOU ae.fl,meJl'b1iocmu (OKY-
rraeMOCTb 3aTpaT) - OTHOllleHHe BaJIOBOM (rrpJi16bIJIY1 OT rrpo,n;amJ1
80
YCJIyr), qJ1CTOt1 rrpJ16bIJIJ1 J1JIJ1 BbIPYQKJ1 K CYMMe 3aTpaT rro OKa-
.3aHHbIM YCJIyraM:
R _ IIy
3 - - J1JIJ1
C y
R _ 1.JII
3 - C y ,
(10)
r)J;e R3 - peHTa6eJIbHOCTb 3aTpaT;
qrr - QJ1CTa.H rrpJ16bIJIb.
OHa rrOKa3bIBaeT, CKOJIbKO rrpJ16bIJIJ1 OpraHJ13a J1.H J1MeeT C
Kam)J;oro py6JI.H, 3aTpaQeHHOrO Ha OKa3aHJ1e YCJIyr.
MomeT paCCQJ1TbIBaTbC.H B eJIOM rro CepBJ1CHot1 OpraHJ13a-
QJ1J1, a TaKme rro OT,[I;e.rrbHbIM ee CTPYKTypHbIM rrO)J;pa3)J;eJIeHJ1-
HM J1 BJ1)J;aM OKa3bIBaeMbIX YCJIyr.
Pe1ima6eJl,a1iocma npoaaJIC (o6opoma) - OTHOllleHJ1e rrpJ1-
6bIJIJ1 OT peaJIJ13a J1J1 YCJIyr J1JIJ1 QJ1CTOt1 rrpJ16bIJIJ1 K CYMMe rrOJIY-
QeHHOJ1 BblpYQKJ1:
R - IT y R _ 1.JIT
Y - - J1JIJ1 Y -
B B '
y y
(11)
r,n;e Ry - peHTa6eJIbHOCTb rrpo)J;am.
Xa paKTepJ13yeT scpcpeKTJ1BHOCTb rrpe)J;rrpJ1HJ1Ma TeJIbCKot1 ,n:e-
.HTeJIbHOCTJ1: CKOJIbKO rrpJ16bIJIJ1 J1MeeT CepBJ1CHa.H opraHvI3a J1.H c
py6JI.H rrpo,n;am. MomeT paCCQJ1TbIBaTbC.H KaK B eJIOM rro OpraHJ1-
3aQJ1J1, TaK J1 rro OT,n;eJIbHbIM BJ1,n;aM YCJIyr.
Pe1-£ ma6e./l, a1-£ocma (aOXOa1-£ocm a) 'Kan uma.ILa - OTHOllle-
HVIe rrpJ16bIJIJ1 ,n;o HaJIoroo6JIomeHJ1.H (BaJIOBot1, QJ1CTOt1) K cpe,n;-
Hero,n;oBot1 CTOJ1MOCTVI KarrJ1TaJIa J1JIJ1 OT,n;eJIbHbIX ero CJIarae-
MbIX (co6cTBeHHoro, 3aeMHoro, OCHOBHoro 060poTHoro KarrJ1-
TaJIa).
IT y 1.JIT IT l{H
R K = - J1JIJ1 R K = - J1JIJ1 R K =
KKK
(12)
r e R K - peHTa6eJIbHOCTb KarrVITaJIa;
rr.n:H - rrpVl6bIJIb ,n;o HaJIoroo6JIomeHJ1.H;
81
R - Cpe,n;HerO,n;OBa.H CTOJi1MOCTb KarrJi1TaJIa (OcHoBHoro, 060-
pOTHoro, OT,n;eJIbHbIX ero 3JIeMeHToB).
Xa paKTepJi13yeT BeJIJi1QJi1HY rrpJi16bIJIJi1, rrOJIyqaeMYIO C py6JI.H
CTOJi1MOCTJi1 KarrJi1TaJIa.
O,n;HJi1M VI3 BamHeMllIJi1X <paKTopoB rrOBbIIIleHJ1.H 3<P<PeKTJ1BHO-
CTJi1 pa60TbI CepBJi1CHOM OpraHJi13a Ji1Ji1 .HBJI.HeTC.H 06eCrreqeHHOCTb
ee OCHOBHbIMJi1 <poH,n;aMJ1 B He06xo,n;J1MOM KOJIJi1qeCTBe Ji1 aCCOpTJi1-
MeHTe, YCKopeHJi1e Ji1X 060paqJ1BaeMOCTJ1 Ji1 60JIee IIOJIHOe Ji1X Ji1C-
rrOJIb30BaHJi1e.
,n:JI.H 0606 aIO eM xa paKTepJi1CTJi1KJi1 3<P<PeKTJi1BHOCTJi1 Ji1C-
nOJIb30BaHJi1.H OCHOBHbIX cpe,n;CTB CJIymaT rrOKa3aTeJIJi1 <POH,n;O-
OT,n;a QJi1, <poH,lJ;OeMKOCTJi1, peHTa6eJIbHOCTJi1, OTHOCJi1TeJIbHOM 3KO-
HOMJi1Ji1 <POH,n;OB, rrOBbIIIleHJi1.H 06DeMa OKa3bIBaeMblX YCJIyr J1
,n;pyrJi1e.
ctJ01iaOomaa1.£a - 0606 aIO Ji1M rrOKa3aTeJIb J1CrrOJIb30BaHJi1.H
rrp0Ji13Bo,n;CTBeHHbIX OCHOBHbIX <POH,n;OB. Orrpe,n;eJI.HeTC.H KaK OTHO-
IIleHJi1e CTOJi1MOCTJi1 OKa3aHHblX YCJIyr K Cpe,lJ;Hero,n;oBoM CTOJi1MOC-
TJi1 OCHOBHbIX rrp0Ji13Bo,n;CTBeHHbIX <POH,lJ;OB (peHTa6eJIbHOCTb oc-
HOBHoro KarrJi1TaJIa):
<1>0 = By
K O <1>
(13)
r,n;e cpO - <POH,n;ooT,n;aqa;
Koep - cpe,n:HerO,l];OBa.H CTOJi1MOCTb OCHOBHbIX rrp0Ji13BO,lJ;CTBeH-
HbIX <POH,lJ;OB.
POCT <POH,n;OOT,n;a J1 CBVI,n;eTeJIbCTByeT 06 YJIYQIIleHJ1Ji1 <pJi1HaH-
COBbIX pe3YJIbTaTOB ,lJ;e.HTeJIbHOCTJi1 CepBJi1CHOM OpraHJi13a Ji1Ji1 Ji1 0
TOM, QTO rrOJIJi1TJi1Ka OTHOCJi1TeJIbHO OCHOBHoro KarrJi1TaJIa Be,n;eTC.H
B rrpaBJ1JIbHOM HarrpaBJIeHJi1Ji1. YBeJIJi1QeHJi1e <POH,lJ;OOT,n;a QJi1 Be,n;eT K
OTHOCJi1TeJIbHOM 3KOHOMJi1Ji1 rrp0Ji13Bo,n;CTBeHHbIX OCHOBHbIX <POH,lJ;OB
Ji1 K YBeJIJi1QeHJi1IO 06DeMa OKa3bIBaeMbIX YCJIyr.
J1crrOJIb30BaHJi1e OCHOBHbIX <POH,n;OB rrpJi13HaeTC.H 3<p<peKTJi1B-
HbIM, eCJIJi1 OTHOCJi1TeJIbHbIM rrpJi1pOCT OKa3bIBaeMbIX YCJIyr Ji1JIJi1
rrpJi16bIJIJi1 rrpeBbIIllaeT OTHOCJi1TeJIbHbIM rrpJi1pOCT CTOJi1MOCTJi1 OCHOB-
HbIX <POH,lJ;OB 3a aHaJIJi13Ji1pyeMbIM rrepJi1o,n;.
82
,L(OJIH IIpJ1pOCTa OKa3bIBaeMbIX YCJIyr 3a CqeT pOCTa <POH,n;O-
OT,n;aqJ1 onpe,n;eJIHeTCH KaK rrp0J13Be,n;eHJ1e rrpJ1pOCTa <POH,n;OOT,n;a-
qM 3a aHaJIJ13J1pyeMbIM rrepJ1o,n; J1 cpe,n;Hero,n;OBOM <paKTJ1qeCKOM
CTOJ.1MOCTJ1 OCHOBHbIX rrp0J13Bo,n;CTBeHHbIX cpOH,n;OB:
y = (<POI - cpOo) X R Ocpl , (14)
r,n;e Y - rrpJ1pOCT YCJIyr;
CP01 - <POH,n;ooT,n;aqa B OTQeTHOM rrepJ1o,n;e;
cpOo - <POH,n;ooT,n;aQa B rrpOlllJIOM rrepJi1o,n;e;
K oep ! - cpe,n;Hero,n;oBaH CTOJi1MOCTb OCHOBHbIX rrp0J13Bo,n;cTBeH-
HbIX <POH,n;OB B OTQeTHOM nepJi1o,n;e.
ctJ01iaoe.M,'1\,OCmo - o6paTHbIM rrOKa3aTeJIb <POH,n;ooT,n;aqJ1,
xa paKTepJi13YIOI.IJ;Ji1M BeJIJ1QJi1HY OCHOBHbIX cpOH,n;OB, rrpJ1Xo,n;HIII;Ji1X-
CH Ha Kam,n;blt1 py6JIb BblpYQKJ1:
<1>E = K O <1> ,
By
(15 )
ctJ01ia0800PYJICe1i1iocmo - IIOKa3a TeJIb, xa paKTepJi13YIOIII;Ji1M
CTOJ1MOCTHYIO BeJIJ1QJ1HY OCHOBHbIX <POH,n;OB, rrpJi1xo,n;JIIII;J1XCH Ha
Kam,n;oro pa6oTaIOIII;ero B CepBJ1CHOM OpraHJi13a J1J1 QeJIOBeKa.
<DB = K O <1> ,
qcP
(16)
r,n;e qcP - cpe,n;Hero,n;oBaH QJ1CJIeHHOCTb pa60THJi1KOB OpraHJi13a-
VlJ1.
,L(pyroM COCTaBJIHIDI.IJ;eM KarrJ1TaJIa CepBJi1CHOt1 OpraHJi13a Ji1J1
HBJIHeTCH 060POTHblt1 KarrJi1TaJI Ji1JIJ1 060poTHble cpe,n;cTBa. 3<p<peK-
TJi1BHOCTb Ji1CrrOJIb30BaHJ1H 060POTHbIX cpe,n;cTB rrpHMo rrporroPQJ1-
OHaJIbHa CKOpOCTJ1 Ji1X o60paQJ1BaeMOCTJi1. YCKopeHJi1e o60paQJ1Ba-
eMOCTJi1 rr03BOJIJ1T CepBJi1CHOM OpraHJ13a J1Ji1 BbICB06o,n;J1Tb QaCTb
Cpe,n;cTB Ji13 o6opoTa ,n;JIH OKa3aHJ1H ,n;orrOJIHJi1TeJIbHbIX YCJIyr J1 rro-
BhICJ1T IIJIaTemeCIIoco6HOCTb J1 <pJ1HaHcoBYIO YCTOt1QJi1BOCTb.
CKopocmo o60pa1.£U8aeMOcmu o60pOm1ioLX cpeacme xapaK-
TepJ13yeTcH Koa<p<pJi1QJ1eHTOM o60paQJ1BaeMOCTJi1, Koa<p<pJi1QJi1eH-
83
TOM 3arpY3KVI Cpe)J;CTB B 060pOTe (KarrJ1TaJIOeMKOCTb), rrpo)J;OJI-
mJ1TeJIbHOCTbIO O)J;HOrO 060pOTa.
K03<p<pJ1 J1eHT 060pa"lJ1BaeMOCTVI (peHTa6eJIbHOCTb 060POT-
HOrO KarrJ1TaJIa) paCC"lJ1TbIBaeTCH rro <popMYJIe
By
K OE = ,
Koc
(17)
f)J;e K OB - K03<p<pJ1 J1eHT o60pa"lJ1BaeMOCTJ1;
Roc - cpe HerO)J;OBaH CTOJiiMOCTb 060POTHbIX cpe)J;CTB.
IIoKa3aTeJIb, o6paTHbIM K03<p<pJ1 VIeHTY o60pa"lJ1BaeMOCTJ1
06opoTHoro KarrJiiTaJIa, Ha3bIBaeTCH KarrVITaJIOeMKOCTbIO.
K - Koc
E - ,
By
(18)
r e R E - K03<p<pJ1 J1eHT 3arpY3KVI cpe)J;CTB B o6opoTe (KarrJ1Ta-
JIOeMKOCTb ).
IIpo,n;oJImJ1TeJIbHocTb O)J;Horo o6opoTa Bcex 060POTHbIX cpe CTB
orrpe)J;eJIHeTCH rro <popMYJIe
nOB =
K OE
JiiJIJ1 II - Koc x
OB - By ,
(19)
r)J;e lI OB - rrpo)J;OJImJ1TeJIbHOCTb 060pOTa KarrJ1TaJIa B )J;HHX;
,n: - KOJIJ1"leCTBO KaJIeH)J;apHblx )J;HeM B aHaJIJ13J1pyeMoM rre-
pJ1o)J;e (ro)J; - 360 )J;Het1, KBapTaJI - 90, MeCH - 30).
lIo aHaJIOrVI"lHbIM <popMYJIaM paCC"lJ1TbIBaeTCH o60paQJ1Bae-
MOCTb OT)J;eJIbHbIX 3JIeMeHTOB VIJIJ1 rpyrrrr 060POTHbIX cpe)J;cTB.
BMecTo BeJIJ1"lJiiHbI Bcex 060POTHbIX cpe)J;cTB J1CrrOJIb3yeTcR Be-
JIJ1"lJ1Ha OT)J;eJIbHOrO 3JIeMeHTa 060POTHbIX cpe,n;CTB (MaTepJ1aJIOB,
He3aBeprneHHofo rrpoVI3Bo)J;cTBa, )J;eHemHbIX cpe)J;cTB J1 T. )J;.),
)J;e6J1TOpCKOM J1 Kpe J1TOpCKOM 3a)J;OJImeHHOCTJ1.
,n:JIH onpe)J;eJIeHJ1H BeJIJ1"lJ1HbI rrpJ1pOCTa o6DeMa OKa3bIBae-
MbIX YCJIyr 3a C"leT YBeJIJ1"leHJiiH o60pa"lJ1BaeMOCTVI MomHO J1C-
rrOJIb30BaTb <POPMYJIY
84
y = KOB X KOCI = (R OEl - K OEO ) X R OCl '
(20)
J1JIJ1
A y = A K OE X ATP OCO + KOb x Koc - (K K ) X
Ll Ll Ll1." - OEI - OEO
2
x Koco + (K Ob ! - KObO)x(KOC! - Koco)
2
(21)
r,n;e y - npMpocT YCJIyr;
K OEI - Koa<p<pM MeHT 060paqMBaeMOcTM B OTqeTHOM rrepMo,n;e;
K OEO - Koa<p<pMIJ.VleHT 060paQMBaeMOcTM B rrpOlllJIOM rrepMo,n;e;
KOCI - cpe,n;Hero,n;oBaH CTOMMOCTb 060POTHbIX cpe,n;cTB B OT-
qeTHOM rrepMo,n;e;
Koco - cpe,n;Hero,n;oBaH CTOMMOCTb 060POTHbIX cpe,n;cTB B
rrpOlllJIOM rrepMo,n;e.
Ram,n;aH cepBMcHaH OpraHJ13a MH ,n;OJImHa TI..IJ;aTeJIbHO M3Y-
qMTb rrOKa3aTeJIM a<P<PeKTMBHoCTM MCrrOJIb30BaHMH rrpOM3Be,n;eH-
HbIX 3aTpaT Ha OKa3aHMe YCJIyr rroTpe6MTeJIHM. K TaKMM rrOKa3a-
TeJIHM OTHOCHTCH: npoM3Bo,n;cTBeHHaH M rrOJIHaH ce6ecToMMoCTb,
MX ,n;OJIH B eHe YCJIyr, KOJIMQeCTBO OKa3aHHblX YCJIyr, rrpMxo,n;H-
eeCH Ha O,n;MH py6JIb 3aTpaT, BeJIMQMHa 3aTpaT B paCQeTe Ha
py6JIb OKa3aHHblX YCJIyr.
JIoJl/Jia.fl, ce6ecmOUMOCm'b BKJIIOQaeT Bce pecypcbI, M3pacxo-
OBaHHble Ha rrpoM3Bo,n;CTBO B ,n;eHemHOM BblpameHMM. OHa rrpe,n;-
CTaBJIHeT C060M CYMMY rrpHMblx 3aTpaT Ha 06'beKT yqeTa 3aTpaT
J1 rrpOIIOp J10HaJIbHOM ,n;OJIM KOCBeHHbIX 3aTpaT, OTHOCMMOt1 Ha
YCJIyrJ1.
O eHKa ce6ecTOMMOCTJ1 rro QaCTJ1QHbIM 3aTpaTaM (rrpoM3Bo,n;-
CTBeHHaH ce6eCT0J1MOCTb) OpJ1eHTJ1pOBaHa Ha rroKpbITMe rrpHMblx
3aTpaT. CYTb aTOM CJ1CTeMbI CBO,n;J1TCH K CJIe,n;YIOrn;eMY: rrpHMble
3aTpaTbI BKJIIOQaIOTCH B ce6eCT0J1MOCTb oKa3bIBaeMblx YCJIyr,
KOcBeHHble pacxo,n;bI eJIJ1KOM OTHOCHTCH Ha 06I..IJ;Me <pMHaHCO-
Bble pe3YJIbTaTbI Toro OTQeTHOrO rrepJ1o,n;a, B KOTOpOM OHJ1 B03-
HMKJIJ1.
85
ROJIJi1QeCTBO OKa3aHHbIX YCJIyr, rrpli1XO,l];HIII;eeCH Ha O Ji1H py6JIb
3aTpaT, rrpe CTaBJIHeT C060M peHTa6eJIbHOCTb 3aTpaT, KOTOpaH
paCC"lli1TbIBaeTCH rro <popMYJIe (10).
BeJIli1"lJi1Ha 3aTpaT B paCqeTe Ha py6JIb OKa3aHHblX YCJIyr
orrpe eJIHeTCH rro CJIe YIOm;eM <popMYJIe:
3E = C y .
By
(22)
3<P<PeKTJi1BHOCTb J1CrrOJIb30BaHJ1H pa60"leM CJi1JIbI orrpe eJIH-
eTCH C rrOMOIII;bIO rrOKa3aTeJIeM rrp0Ji13Bo,n;Ji1TeJIbHOCTJ1 Tpy a, TPY-
,l];OOT a"lJ1 J1 Tpy oeMKOCTJ1 rrp0J13Bo,n;CTBa.
IIp0J13Bo Ji1TeJIbHOCTb TpY,l(a (peHTa6eJIbHOCTb TPY OBbIX pe-
CYPCOB) rrOKa3bIBaeT, KaKoe KOJIJ1"leCTBO YCJIyr OKa3aHO O,l];HJi1M
pa60THJ1KOM.
llT = By ,
qcP
(23)
r e lIT - rrp0Ji13BO J1TeJIbHOCTb Tpy a.
Tpy,n;ooT a"la xapaKTepJ13yeT KOJIJi1"leCTBO OKa3aHHblX YCJIyr,
rrpJ1Xo,n;HIII;eecH Ha O,n;J1H py6JIb 3apa6oTHoM IIJIaTbI.
TO = By
<vOT
(24)
r e TO - TPy,n;ooT a"la;
<POT - <POH HaQJ1CJIeHHOM OITJIaTbI Tpy a.
Tpy,n;oeMKocTb - rrOKa3aTeJIb, o6paTHbIM TPy ooT a"le, xa-
paKTepJ13YIOIII;Ji1M BeJIJi1"lJi1HY OIIJIaTbI Tpy a, rrpJ1XO Hm;YIOCH Ha
Kam,n;bIM py6JIb BbIPY"lKJ1.
TE = <l>OT ,
By
(25)
r,n;e TE - Tpy oeMKocTb.
86
C eJIbIO 60JIee r JIy6oKoro J1 ToqHOrO J13YQeHJ1.H 3<p<peKTJ1B-
HOCTJ1 ,n;e.HTeJIbHOCTJ1 CepBJ1CHOM OpraHJ13a J1Ji1 CJIe,n;yeT paCCMaT-
pJ1Ba Tb BCe rrOKa3a TeJIJi1 B ,n;Ji1HaMJi1Ke. ,[(JI.H 3TOrO Heo6xo,n;Ji1MO
paCCQJi1Ta Tb a6COJIIOTHbIM rrpJi1pOCT, TeMrr pOCTa, TeMIT rrpJi1pOCTa
no ,lJ;BYM IIpJ1H Ji1naM: eIIHOMY 11 6a3MCHOMY (Ta6JI. 5).
Ta6./l,u a 5
nOKa3aTeJl H
n HIIQHnbl
A6cOillOTHbIH npHpOCT
TeMn pOCTa
TeMn npHpOCTa
fia3HCHblH
Yi / Yi - I
(Yi - Yi - I) / Yi - I
r,n;e Yi - 3HaqeHJi1e nOKa3aTeJI.H B OTqeTHOM ro,n;y;
Yi-l - 3Ha qeHJi1e rrOKa3a TeJI.H B rrpe,n;bI,n;YIII;eM ro,n;y;
Yo - 3HaqeHJi1e rrOKa3aTeJI.H B 6a3Ji1CHOM ro,n;y.
EIII;e O,n;HJi1M rrOKa3aTeJIeM, KOTOpblt1 YQJi1TbIBaeTCH rrpJi1 aHa-
JIJi13e 3<P<PeKTJi1BHOCTJi1 ,n;eHTeJIbHOCTJi1 CepBJi1CHoti OpraHJi13a Ji1Ji1,
HBJIHeTCH aCCOpTJi1MeHT rrpe,n:OCTaBJIHeMbIX YCJIyr. AccOpmUMe1im
YC./l,yz YCTaHaBJIJi1BaeTCH B COOTBeTCTBJi1Ji1 C rrpo<pJi1JIeM CepBJi1CHoti
OpraHJi13a Ji1Ji1 Ji1 OTpamaeTC.H B aCCOpTJi1MeHTHOM nepeQHe. Cep-
BJ1CHble OpraHJi13a Ji1Ji1 caMOCTOHTeJIbHO orrpe,n;eJI.HIOT rrepeQeHb
OKa3bIBaeMbIX YCJIyr. IIepeQeHb YCJIyr <PopMJi1pyeTcH B COOTBeT-
CTBJi1Ji1 CO crre Ji1aJIJi13a MeM cepBMCHOM OpraHJi13a Ji1Ji1, ee MeCTO-
Haxom,n:eHJi1eM, crre Ji1<pJi1KOM KOHTJi1HreHTa 06CJIymJi1BaeMbIX rro-
Tpe6Ji1TeJIeti Ji1 COBMeCTJi1MOCTbIO OKa3bIBaeMbIX YCJIyr.
IIoKa3aTeJIHMJ1, xa paKTepJi13YIOIII;Ji1MJi1 aCCOpTJi1MeHT, .HBJIH-
IOTCH CTpYKTypa, rrOJIHOTa, lllJ1pOTa Ji1 CTerreHb OOHOBJIeHJi1H ac-
COpTJi1MeHTa.
Ha OCHOBe rrOKa3aTeJIeM KaqeCTBa Ji1 rrOKa3aTeJIeM 3KOHOMJi1-
qeCKoti 3<p<PeKTJi1BHOCTJi1 CepBJi1CHoti ,n:eHTeJIbHOCTJi1 rrpOBo,n;Ji1TC.H
U1-LmeZpCIA'b1ia.fl, o1{e1i'Ka ypOB1i.fl, cepBuca.
KOHKpeTHble BJi1,n;bI Ji1 <POpMbI CepBJi1Ca ,n;OJImHbI orrpe,n;eJI.HTb-
CH oco6eHHOCTHMJi1 rrp0Ji13BO,lJ;Ji1M0t1 rrpo,n;YK Ji1Ji1 Ji1 oco6eHHOCTHMJi1
ee 3KCrrJIya Ta Ji1Ji1.
IIpJi1 o eHKe ypOBH.H CepBJi1Ca, corrYTCTBYIOI1J;erO OCHOBHOM
npO,n;YK Ji1Ji1 (YCJIyre), peKOMeH,n;yeTcH YQJi1TbIBaTb ,n;Be ero COCTaB-
JI.RIO III;Ji1 e :
87
. cjJY?i'K'ltU01-£CLlto?ioe 'Ka1.£eemBO eepBUea KaK npo ecca IIepe a-
qJ1 YCJIyrJ1 J1JIJ1 KOMIIJIeKCa YCJIyr npJ1 B3aJ1MO eMCTBJ1J1 C IIOTpe-
6J1TeJIeM;
. meX1-£O./l,OZU1.£ee'Koe 'Ka1.£eCmBO eepBUCa KaK pe3YJIbTaT Toro,
qTO nOJIyqaeT J1 C qeM OCTaeTCH nOTpe6J1TeJIb.
Ha pJ1c. 3 CXeMaTJ1qHO npe CTaBJIeHa o eHKa ypOBHH CepBJ1-
ca IIPO YKQJ1J1 (ycJIyrJ1) no t.IeTblpeM rpynnaM napaMeTpoB: OC-
TyrrHocTM, aCCOpTJ1MeHTY YCJIyr, cTa6J1JIbHOCTJ1 J1 QeTKOCTJ1, CTO-
J1MOCTJ1 o6CJIymJ1BaHJ1H B pa3pe3e Tpex BJ1 OB CepBJ1Ca: J1HcpOp-
Ma J10HHOrO, cpJ1HaHCOBoro J1 TeXHJ1KO-TeXHOJIOrJ1QeCKoro.
IT a paMem pot aoem yn ?ioem u yeA YZ npe nOJIaraIOT J1CnOJIb30-
BaHJ1e MeTo,n;a CeJIeKIJ;J1J1 06CJIymJ1BaeMOM npO YKQJ1J1.
MeTO CeJIeKIJ;J1J1 - 3TO OXBaT IIpO,n;YK J1J1 aHHoi1 OTpaCJIJ1
CepBJ1COM npe npJ1HTJ1H (opraHJ13a J1J1). qeM BbIllie CTeneHb OX-
BaTa J1 HJ1me ypOBeHb CIIe J1aJIM3aQJ1M CepBJ1CHbIX pa60T, TeM
MeHee J136J1paTeJIeH CepBJ1C.
ITapaMempoL aeeopmUMenma YCJIyr HBJIHIOTCH MepOM c6a-
JIaHCJ1pOBaHHOCTJ1 cnpoca Ha CepBJ1C co CTOpOHbI nOTpe6J1TeJIJI J1
npe JIOjKeHJ1JI CepBJ1Ca co CTOpOHbI np0J13BO J1TeJIH.
CTpYKTypa aCCOpTJ1MeHTa YCJIyr npe CTaBJIHeT C060M COOT-
HOIIIeHJ1e BJ1 OB CepBJ1Ca B CTOJ1MOCTJ1 Ha60pa YCJIyr. Bce nepe-
QJ1CJIeHHble IIapaMeTpbI aCCOpTJ1MeHTa YCJIyr n03BOJIHIOT CY J1Tb
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3aKa3QJ1Ka VI J1CrrOJIHJ1TeJIH.
124
IIocJIe peMOHTa cJIym6a TeXHY1qeCKOrO KOHTpOJIH CepBY1CHOM
OpraHY13aIJ;Y1Y1 Y1JIY1 JIY1 a, Ha KOTOpbIX B03JIOmeHbI <PYHKIJ;Y1Y1 KOH-
TpOJIH, rrpOBO HT KOHTpOJIb KaqeCTBa OTpeMOHTY1pOBaHHbIX rrpY1-
60pOB.
OTpeMOHTY1pOBaHHble rrpY160pbI ,lJ;OJImHbI <PYHKIJ;Y10HY1pO-
BaTb BO BCeX pemY1MaX, npe,lJ;YCMOTpeHHbIX HOpMaTY1BHOM ,n;O-
KYMeHTaIJ;Y1eM Ha HOBbIM 6bITOBOM rrpY160p KOHKpeTHOrO BY1,n;a,
OTKJIOHeHY1e 3KCrrJIyaTaIJ;Y10HHbIX rrOKa3aTeJIeM OTpeMOHTY1pO-
BaHHbIX 6bITOBbIX npY160pOB B TeqeHY1e CpOKa CJIym6bI ,lJ;OJIm-
HO COCTaBJIHTb He 6oJIee, qeM 200/0 no cpaBHeHY1IO C HOBbIMJ1
npY160paMY1.
IIocJIe OKOHQaHJ,l.H cpoKa CJIym6bI rrOKa3a TeJIY1 MorYT 6bITb
YCTaHOBJIeHbI no COrJIaCOBaHY1IO C 3aKa3QY1KOM rrpY1 rrpY1eMe 6bI-
TOBbIX rrpY160pOB B peMoHT.
OTpeMOHTY1pOBaHHble rrpY160pbI ,n;OJIjKHbI COOTBeTCTBOBaTb
Tpe6oBaHY1HM 6e30rraCHOCTY1. CHY1meHY1e rroKa3aTeJIeM 6e30rracHo-
CTY1 oTpeMOHTY1pOBaHHblx 6bITOBbIX rrpY160pOB (B rrpe,n;eJIax, yc-
TaHOBJIeHHbIX Y13rOTOBY1TeJIeM) B TeQeHY1e cpoKa CJIym6bI Y1 rrOCJIe
ero Y1CTeQeHY1H He ,lJ;OrrYCKaeTCR.
BbITOBaH pa,lJ;Y103JIeKTpOHHaR arrrrapaTypa, rrpOllle,lJ;lllaH pe-
MOHT, ,lJ;OJIjKHa 6bITb orrJIoM6VIpOBaHa.
IIpVI nepe,n;aQe arrrrapaTypbI B 3KCnJIyaTaIJ;Y1IO Ha corrpOBO,n:VI-
TeJIbHOM ,lJ;OKYMeHTe, BbI,n;aHHOM 3aKa3QVIKY, CTaBVITCR OTMeTKa,
rro,n;TBepm,lJ;aIOIII;aH TeXHY1QeCKYIO rrpVIeMKY VI 6e30rraCHOCTb arrrra-
paTypbI.
IIpY1 BbI,n;aQe OTpeMOHTY1pOBaHHOM pa,n;Y103JIeKTpOHHOM arr-
rrapaTypbI, 6bITOBbIX MalllY1H Y1 npY160pOB pa60THY1K CepBY1CHOrO
npe,n;rrpY1HTY1H OCMaTpY1BaeT arrnapaTYPY Y1 ,lJ;eMOHCTpY1pyeT ee
pa60TY. BKJIIOQeHY1e, OTKJIIOQeHY1e Y1JIY1 nepeKJIIOQeHY1e 6bITOBOM
pa,lJ;Y103JIeKTpOHHOM arrrrapaTypbI, 6bITOBbIX MalllY1H Y1 rrpY160pOB
OJIjKHO OCYIII;eCTBJIHTbCH JIerKO, rrJIaBHO, 6e3 3a,lJ;epmeK Y1 rro-
BTOpHbIX BKJIIOQeHY1M. Pa Y103JIeKTpOHHaH arrrrapaTypa, Y1MeIO-
aR rrY1TaHY1e OT 3JIeKTpY1QeCKOM CeTY1, ,n;OJIjKHa 6bITb rrpOBepe-
Ha Ha Heo6xo,n;Y1MYIO BeJIY1QY1HY COrrpOTY1BJIeHY1H 3JIeKTpY1QeCKoi1
M30JIHIJ;Y1Y1.
125
ITocne peMOHTa 3aKa3qMKY BW,n:aeTCH COnpOBO,n:HTenbHW
OKYMeHT, XapaKTepJ13YIOIII;J1M OKa3aHHbIM peMOHT J1 OTpeMOH-
TJ1pOBaHHbIJ1 arrrrapaT.
CepBMCHble rrpe,l];rrpJ1HTMH, BblrrOnHHIOIII;Me YCJIyrM rro pe-
MOHTY J1 TeXHJ1QeCKOMY 06cnymMBaHJ1IO, rrpe,lJ;OCTaBnHIOT ra-
paHTMM COOTBeTCTBMH OTpeMOHTJ1pOBaHHoro rrpM60pa Tpe60-
BaHMHM CTaH,lJ;apTa. IIpM rrpMeMe M3 peMOHTa 6bITOBbIX rrpM60-
pOB J1 MaIIIJ1H 3aKa3QMK J1MeeT rrpaBO Ha rrpOBepKY COOTBeT-
CTBJ1H BblrronHeHHbIX pa60T rrepeQHIO ,n:e<peKTOB, YKa3aHHbIX B
3aKa3e. Ha COrrpOBO,lJ;J1TeJIbHOM ,lJ;OKYMeHTe, BbI,n:aHHOM 3aKa3-
QJ1KY rrpM nepe,lJ;aQe npM60pa B 3KcnnyaTa MIO, CTaBMTCH OT-
MeTKa, nO,lJ;TBepm,lJ;aIOIII;aH TeXHMQeCKYIO npMeMKY M 6e30nac-
HOCTb rrpM60pa.
Ha OTpeMOHTJ1pOBaHHble 6bITOBble MaIlIJ1HbI M npM60pbI YC-
TaHaBJIJ1BaIOTCH CpOKM ra paHTJ1J1:
- 6 MeCH eB - npM BblnOJIHeHMJ1 peMoHTHbIX pa60T, OTHO-
CHI.IJ;MXCH K rrepBoM rpynne CJIOmHOCTJ1;
- 12 MeCJI eB - npM BblnOJIHeHMM peMOHTHbIX pa60T, OTHO-
CHIII;J1XCH KO BTOpOM rpynne CJIOmHOCTJ1.
Ha npM60pbI, CHHTble C npoM3BO,lJ;CTBa 60nee 10 neT Ha3a,n:,
BblnYCK 3anaCHbIX qaCTe ,n:JIH KOTOpbIX npeKpaIII;eH, rapaHTJ1J1-
HbIM CpOK YCTaHaBnJ1BaeTCH He MeHee 3 MeCHIJ;eB.
Ha oTpeMOHTJ1pOBaHHYIO pa,n:M03JIeKTpoHHYIO annapaTYPY
YCTaHaBnJ1BaIOTCH CpOKJ1 rapaHTJ1J1:
- npJ1 npoBe,n:eHJ1J1 peMoHTa B CTaIJ;J10Hape: ,n:JIH TeneBM30-
pOB IJ;BeTHoro J1306pameHJ1H, BM,n:eoMarHJ1To<poHOB M annapaTY-
pbI BblcllIeti rpynrrbI cnOmHOCTJ1 - He MeHee 3 MeCHIJ;eB, ,n:nJI
oCTanbHo anrrapaTypbI - He MeHee 4 MeCHIJ;eB;
- npJ1 npoBe,n:eHMJ1 peMoHTa Ha MeCTe 3KcnnyaTaIJ;MJ1: ,lJ;nH
TeJIeBJ130pOB BeTHoro M306pameHMJI, BJ1,n:eoMarHMTocpoHOB M
annapaTypbI BbICIIIeM rpynnbI cnomHOCTM - He MeHee 1 MeC.R-
a, nH OCTaJIbHOM annapaTypbI - He MeHee 2 MeCH eB.
Ha YCTaHaBnJ1BaeMble npM peMoHTe 6bITOBbIX npM60poB J1
MaIllJ1H HOBbIe KOMnJIeKTYIOIII;J1e J13,n:eJIJ1H ra paHTMMHbIM CpOK
,lJ;OJImeH COOTBeTCTBOBaTb rapaHTJ1J1HOMY CPOKY, YCTaHOBJIeHHO-
MY rrpeAnpMHTHeM-J13rOTOBMTeneM (rrpOAaBII;OM).
126
rapaHTJ1tiHblti CpOK J1CqJ1CJIHeTCH co ,n;HH rrpJ1HHTJ1H pa60TbI
(OKa3aHJ1H YCJIyrJ1) - BbI,n;aQJ1 OTpeMOHTJ1pOBaHHbIX 6bITOBbIX
npJ160pOB .J1JIJ1 pa,n;J103JIeKTpoHHOti arrrrapaTypbI 3aKa3qJ1KY J1 ero
CQJ1TaIOT ,n;eticTBJ1TeJIbHbIM rrpJ1 C06JIIO,n:eHJ1J1 3aKa3QJ1KOM rrpaBJ1JI
3KCIIJIya TaIJ;J1J1.
B rrepJ1o,n; rapaHTJ1tiHoro cpOKa, YCTaHOBJIeHHOrO CepBJ1CHOM
OpraHJ13a J1eti, rrOBTopHblti peMOHT 6bITOBbIX rrpJ160pOB J1 pa,n;J1o-
3JIeKTpOHH0J1 arrrrapaTypbI rrpOBo,n;J1TCH 3a CQeT CepBJ1CHOrO rrpe,n;-
rrpJ1HTJ1H, 3a J1CKJIIOQeHJ1eM OrrJIaTbI 3aKa3QJ1KOM CTOJ1MOCTJ1 c6o-
POQHbIX e,n;J1HJ1IJ; J1 ,n;eTaJIeJ1, He 3aMeHHBIIIJ1XCH rrpJ1 rrpe,n;bI,n;y-
eM peMOHTe.
IIpJ1 BblrrOJIHeHJi1I1 rrOBTopHbIX peMOHTOB B TeQeHJ1e rapaH-
TJ1J1HOrO cpOKa, YCTaHOBJIeHHOrO CepBJ1CHbIM rrpe,n;rrpJ1HTJ1eM,
IIOCJIe,n;HJ1J1 ra paHTJ1J1HbIM CpOK rrpo,n;JIeBaeTCH Ha rrepJ1o,n; OT ,n;a TbI
06pam;eHJ1H B CepBJ1CHOe rrpe,n;rrpJ1HTJ1e ,n;o ,n;aTbI rrpJ1HHTJ1H pa-
60TbI (OKa3aHJ1H YCJIyrJ1) - BbI,n;aQJ1 6bITOBbIX rrpJ160pOB J1JIJ1 pa-
,n;J103JIeKTpOHH0J1 arrrra pa TYPbI.
3aKa3QJ1KY rro ero meJIaHJ1IO rrpe,n;OCTaBJIHIOTCH YCJIyrJ1 rro
TpaHCrrOpTJ1pOBaHJ1IO OTpeMOHTJ1pOBaHHbIX 6bITOBbIX MalllJ1H J1
rrpJ160pOB. TpaHCrrOpTJ1pOBKa 6bITOBbIX MalllJ1H J1 rrpJ160pOB BbI-
rrOJIHHeTCH B BepTJ1KaJIbHOM rrOJIOmeHJ1J1 B 3aKpbITOM TpaHcrrop-
Te, 06eCrreQJ1BaIO eM coxpaHHOCTb rrpJ160pOB OT MeXaHJ1QeCKJ1X
rrOBpem,n;eHJ1M J1 aTMoccpepHbIX oca,n;KOB.
XpaHeHJ1e OTpeMOHTJ1pOBaHHbIX J1 rrpJ1HHTbIX B peMOHT 6bI-
TOBbIX rrpJ160pOB OCYl eCTBJIHeTCH pa3,n;eJIbHO Ha CKJIa,n;e B cy-
XJ1X rrOMe eHJ1HX rrpJ1 TeMrrepaType He HJ1me 5°C, 6e3 rrpJ1cYT-
CTBJ1H B aTMoc<pepe napoB KJ1CJIOT, eJIOQeM J1 ,n;pyrIiix Bpe,n;Hblx
Be eCTB. HaIii60JIee y,n;06HO pa3Me eHIiie rrpIii6opoB Ha CTeJIJIa-
max. Y CJIOBJ1H CKJIa,n;J1pOBaHIiiH ,n;OJImHbI J1CKJIIOQa Tb MeXaHJ1QeC-
KIiie rroBpem,n;eHIiiH.
Pe.Moum 108eJl,UpUbLX U30eJl,UU o6eCrreQIiiBaeT BOCCTaHOB-
JIeHJ1e KOHCTPYKIJ;J1J1 J1 rroTpe6J1TeJIbCKJ1X CBOMCTB IOBeJIJ1pHWX
J13,n;eJIIiiti.
Y cJIyrJ1 rro peMoHTY Iii Iii3rOTOBJIeHIiiIO IOBeJIJ1pHbIX J13,n;eJIJ1M
OKa3bIBaIOTCR rroTpe6J1TeJIHM IIpJ1 Mara3V1Hax, peaJIJ13YIO J1X
IOBeJIJi1pHble Ji13,n;eJIJ1H, J1JIJ1 B IOBeJIJ1pHbIX MaCTepCKJi1x. Herroc-
127
pe CTBeHHbIM J1CnOJIHJ1TeJIeM YCJIyr no peMOHTY J1 J13rOTOBJIeHJ1IO
.fIBJIHeTCH MaCTep-IOBeJIJ1p.
ITpJ1 npOBe eHMM peMOHTa J1JIJ1 J13rOTOBJIeHJ1J1 IOBeJIJ1pHWX
J13,n;eJIJ1M J1CnOJIb3YIOTCH J13MepJ1TeJIbHble, pemYIII;J1e J1HCTpYMeH-
TbI, J1HCTpYMeHTbI ,n;JIH rJ16KJ1 J1 rrpaBKJ1 (m;J1rrIJ;bI, TJ1CKJ1), J1HCT-
pYMeHTbI ,n;JIH rratiKJ1, IIOJIJ1pOBaHJ1H J1 IIIJIJ1<pOBaHJ1H, 3aKa TKJ1 J1
06mJ1MKH MeTaJIJIa.
II pJ1eM J13,n;eJIJ1ti B peMOHT BblnOJIHHeT rrpJ1eMIII;J1K, J1MeIO-
III;J1J1 rrpo<pJ1JIbHOe 06pa30BaHJ1e MaCTepa-IOBeJIJ1pa. IIpJ1 rrpJ1eMe
OH J13YQaeT J13 eJIJ1e, orrpe,n;eJIHeT MaTepJ1aJIbI J13rOTOBJIeHJ1H,
,n;e<peKTbI J1 COCTaBJIHeT ,n;orOBOp (KBJ1TaHIJ;J1H, J1HOM ,n;OKYMeHT)
Ha BbIIIOJIHeHJ1e pa60T, B KOTOpOM OrrJ1CbIBaIOTCH pa60TbI (c rrpJ1-
JIOmeHJ1eM 3CKJ13a 3a no,n;IIJ1CbIO rroTpe6J1TeJIH) J1 ,n;parOIJ;eHHbIe
KaMHJ1 C YKa3aHJ1eM <POpMbI, pa3Mepa, MaCCbI, IJ;BeTa, ,n;e<peK-
TOB.
B cJIyqae rrpJ1eMa B peMOHT J1JIJ1 J13rOTOBJIeHJ1H IOBeJIJ1pHbIX
J13,n;eJIJ1J1 J13 ,n;parOIJ;eHHbIX MeTaJIJIOB, rrpJ1Ha,n;JIemaIII;J1X rroTpe6J1-
TeJIIO, J1CrrOJIHJ1TeJIb rrp0J13Bo,n;J1T orrpe,n;eJIeHJ1e rrpo6bI ,n;parOIJ;eH-
HbIX MeTaJIJIOB Ha rrp06J1pHbIX KaMHHX C rrOMOIII;bIO peaKTVIBOB,
VI3rOTaBJIVIBaeMbIX rocy,n;apCTBeHHbIMVI J1HCrreKIJ;VIHMJ1 rrpo6VIpHO-
ro Ha,n:30pa.
IOBeJIJ1pHble J13,n;eJIVIH, J13rOTOBJIeHHbIe J13 ,n;parOIJ;eHHbIX
MeTaJIJIOB, ,n;OJImHbI COOTBeTCTBOBaTb rrpo6aM, YCTaHOBJIeHHbIM B
COOTBeTCTBJ1VI C 3aKOHo,n;aTeJIbCTBOM Pet>, VI 6bITb 3aKJIeJ1MeHbI B
YCTaHOBJIeHHOM nopH,n;Ke rocy,n:apCTBeHHbIM rrpo6VIpHbIM KJIeJ1MOM
rocy,n;apCTBeHHbIMJ1 VIHCrreKIJ;VIHMVI rrp06J1pHOrO Ha,n;30pa.
IT pJ1 J13rOTOBJIeHJ1VI IOBeJIJ1pHbIX VI3,n;eJIVIM J13 ,n;parOIJ;eHHbIX
MeTaJIJIOB VICrrOJIHVITeJIb 06H3aH J1MeTb VIMeHHVIK, OTTVICK KOTOpO-
ro CTaBJ1TCH Ha J13rOTOBJIeHHbIX J13,n;eJIJ1HX.
M3zomo8Jl,euue U pe.Moum .M.e6eJLu 06eCrreQVIBaIOT rrOTpe-
6J1TeJIHM B03MomHOCTb BOCCTaHOBJIeHJ1H cTapoti, 6bIBllleJ1 B ynoT-
pe6JIeHJ1J1 Me6eJIJ1 J1JIJ1 rrpVIo6peTeHVIe Me6eJIbHbIX J13,n;eJIVIJ1, BbI-
IIOJIHeHHbIX rro J1H,n;J1BVI,n;yaJIbHOMY 3aKa3Y. KpOMe Toro, Me6eJIb-
HbIe MaCTepCKJ1e rrpe)J;JIaraIOT YCJIyrJ1 rro J13rOTOBJIeHVIIO Iii pe-
MOHTY 6areTHbIX paM VI ,n;epeBHHHbIX KapHJ130B, III;J1TOB J1 pellle-
TOK ,n;JIH MaCKVIpOBKJ1 OTOrrJ1TeJIbHbIX rrpJ160pOB J1 ,n;p.
128
e6e b B npo ecce ynoTpe6 eHMR nO BepraeTCR MeXaHM-
qeCKMM M <PM3MKO-XMMMQeCKMM B03,n;eMCTBMRM, CHMmaIOIII;MM
rrpOqHOCTb KOHCTPYK MM, BbI3bIBaIOIII;VIM pa3pymeHMe 3 eMeH-
TOB Me6e VI (HOmeK, rrpOHOmeK, rrO OKOTHMKOB) M ,n;p. Co Bpe-
MeHeM Ha M eBbIX rrOBepXHOCTRX rrORB RIOTCH BMRTVIHbI, 3aKO-
JIbI, 3a,n;VIpbI, OT errbI, pa3pymaeTcR 06JIVI OBKa, ,n:eKOpaTVIBHble
3 eMeHTbI, OT e OqHble rrOKpbITVIR. KpOMe TOrO, 3CTeTVIQeCKMe
CBOJ1CTBa Me6e VI rrO,n;BepraIOTCR MOpa bHOMY CTapeHVIIO.
Yc yrVI no peMOHTY VI M3rOTOB eHVIIO Me6e VI rrpe,n;OCTaB R-
IOTCR opraHVI3a MRMM, VI3rOTaB MBaIOIII;VIMVI Me6eJIb, CTO RpHbI-
MVI MaCTepCKVIMVI, MaCTepCKVIMJ1 rro peMOHTY Me6e M.
I1YHKTbI rro rrpMeMY 3aKa30B Ha M3rOTOB eHVIe M peMOHT
Me6e M pa3Mem;aIOTCR npM MaCTepCKMX M Mara3VIHax P03HVIQH0J1
rrpo,n;amM Me6e M. 3aKa3bI Ha M3rOTOB eHVIe VI peMOHT Me6e M
rrpMHMMaIOTCR C QaCTMqHOM M M nO HOJ1 rrpe,n;BapJ1Te bHOJ1 orr a-
TOM CTOMMOCTM 3aKa3a.
M3rOTOB eHVIe Me6e M rro MH,n;VIBVI,n;ya bHoMY 3aKa3Y rrOTpe-
6MTe R ocyrn;ecTB ReTCR Ha OCHOBe 3CKVI30B VI QepTemeM, rro,n;ro-
TOB eHHbIX 3aKa3QMKOM VI VI VI3rOTOBMTe eM no cor aCOBaHVIIO C
3aKa3QVIKOM.
Yc yrM no peMOHTY VI peCTaBpa VIM Me6eJIVI rrpOVI3Bo,n;RTCR
Ha OCHOBe aHa VI3a MaTepMa OB VI KOHCTPYK MM BOCCTaHaB VIBa-
eMOM Me6e M, no <pOTorpa<pVIRM, 06pa3 aM-aHa oraM.
PeCTaBpaU;MH Me6e VI 06eCneQVIBaeT coxpaHeHVIe MCTOpVIQeC-
KOM M xy omecTBeHHOM u;eHHocTM aHTMKBapHOM Me6e M, a pe-
MOHT Me6e VI - BOCCTaHOB eHVIe YTM VITa pHbIX CBOMCTB.
Yc yrM no peMOHTY Me6e VI, B 3aBMCVIMOCTM OT c omHocTM,
BblrrO HRIOTCR KaK Ha ,n;OMY Y nOTpe6VITe R, TaK VI B cTa VIOHap-
HbIX YC OBVIRX B exax cepBVICHOJ1 opraHVI3a VIM.
Ha OMY y nOTpe6VITe R BblnOJIHRIOTCR npOCTble BVI,n;bI pe-
MOHTa: YKpen eHMe mMnOBbIX coe,n;VIHeHMM 6e3 pa360pKVI Me6e-
JIVI, YKpen eHMe VI VI 3aMeHa KpenemHOM M VI eBOJ1 CPYPHVITYPbI
(CTRmeK, nO Ko epmaTe eM, 3aMKOB, <PYTOPOK VI ,n;p.), YCTaHOB-
Ka XO OBbIX rrOJI03KOB, 3epKaJI, CTeKOJI, rraeK M T. rr., YCTpaHe-
HVIe Me KMX ,n;e<peKTOB eTa eM VI3 MaCCMBa VI 06JIM OBKVI - 3a-
KO OB, TpeIII;MH, BMRTMH, apanMH J1 T. n., oCBemeHMe VI BOCCTa-
129
HOB eHMe r HH a aKMpOBaHHOM M rrO MpOBaHHOM rrOBepXHOCTM
Me6e M, peMOHT M rrepeTHmKa MHrKoti Me6e M.
B CTa MOHapHbIX YC OBM.fIX BblrrO HHeTCH peMOHT, Tpe6y-
IOIII;Mti MCrrO b30BaHMH CTaHOQHOrO o6opy,n;OBaHMH. PeMOHT Me-
6eJIM B CTa MOHa pHbIX YC OBM.HX rr03BO HeT BblrrO HHTb 6o ee
C OmHble Orrepa MM: M3rOTOB eHMe OT,lJ;e bHbIX ,lJ;eTa eM M Y3-
OB peMoHTMpyeMoti Me6e M, 3aMeHY rrO OMaHHbIX HOmeK, pac-
K a,lJ;OK, rrM HCTp, 06 M OBKM 11 T. ,n;., OT,n;e KY, peMOHT MHrKOt1
Me6e M C YKperr eHMeM KapKaCa, 3aMeHOM rrpymJ1H, HaCTM Oq-
HbIX M 06 M OBOqHbIX MaTepMa OB (BOCCTaHOBMTe bHble pa6o-
TbI M 06HOBJIeHMe YCTapeBIIlMX <POPM, M3MeHeHMe KOHCTPYK-
MM M3,lJ;e Mt1).
YC./l,yzu no peM01imy Me6eAU BK IOqaIOT BOCCTaHOB eHMe
rroTpe6MTeJIbCKMX CBOtiCTB, M3MeHeHMe KOHCTPYK MM, <POpMbI,
ra6apMTOB, ,lJ;eKOpaTMBHbIX 3 eMeHTOB M OT,lJ;e KM Me6e M, rrpM-
,lJ;aHMe cTapoti Me6e M HOBbIX 3CTeTMQeCKMX CBOtiCTB M COBpe-
MeHHoro ,lJ;M3aMHa.
y c yraMM rro 06HOB eHMIO rrO b3YIOTCH rroTpe6MTe M, MMe-
IOm;Me Me6e b 20-70-x rr. XX B., 06 a,lJ;aIOIII;YIO HM3KMM ypOBHeM
3CTeTMQeCKMX CBOMCTB, MMeIOrn;yIO Hepa MOHa bHYIO, Hey o6HYIO
,n; H rroTpe6MTe eti KOHCTPYK MIO M 60 bIIIMe ra6apMTbI. ROHCT-
PYKTMBHOMY 06HOB eHMIO IIO,lJ;BepraIOTCH IllKa<pbI ,n; H rr aTbH M
6e bH, KHMmHble IIlKa<pbI, cepBaHTbI, 6y<peTbI, KpOBaTM, AMBa-
HbI, Kpec a.
YC./l,yzu no pecma8pa1{UU Me6eJl,u 06eCrreqMBaIOT rroTpe6MTe-
HM B03MomHOCTb BOCCTaHOBJIeHMH aHTMKBa pHOM Me6e M, MMe-
IOIII;eti MCTOpMqeCKYIO M xy,n;omeCTBeHHYIO eHHOCTb.
ITepe,n; HaqaJIOM pa60T peCTaBpaTOpw Mcc e,n;YIOT 06 eKT
peCTaBpa MM, rrpOBo,n;HT a TPM6Y MIO (orrpe,n;e eHMe rro,n; MHHOC-
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132
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133
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MOHT MHrKJ1X 3JIeMeHTOB C 3aMeHoti cTapblx HaCTVIJIOB Ha HOBbIe,
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134
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135
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Modeller", "Sierra Complete Land Designer", "Sierra Photo Land
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rrYHKTaX Ji1 B MeCTaX, YKa3aHHbIX rroTpe6Ji1TeJIeM, a J1CrrOJIHeHJ1e
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meJITJ13HbI, J13JIOMOB, IJ;aparrJ1H, rrOBpem,n;eHJ1M 3MYJIbCJ10HHOrO
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HbIX KpaeB Tpa<papeTa, J1MeTb npaBJ1JIbHYIO BeTOrrepe,n;aqy B
COOTBeTCTBJ1J1 C J1306pameHJ1eM HeraTJ1Ba. ECJIJ1 BO BpeMH KOp-
peKTJ1pOBaHJ1H IJ;BeTa rrpJ1 aBTOMaTJ1qeCKoti rreqaTJ1 <POTOCHJ1MKOB
B MJ1HJ1-<pOTOJIa60paTOpJ1HX 06HapymJ1BaeTCH pa36aJIaHCJ1pOBKa
HeraTJ1Ba rro CBeTOQYBCTBJ1TeJIbHOCTJ1 CJIOeB J1 KOHTpaCTY, rre-
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6eJIOM J1JIJ1 B IJ;BeTHOM J1306pameHJ1J1 ,n;JIH 6JIaHKOB ,n;OKYMeHTOB C
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159
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qJ1CJIe XJ1MJ1QeCKoti. Ha <pOTOOTrreqa TKax ,l];JIH ,l];OKYMeHTOB ,n;OJIm-
Ha 06eCrreqJ1BaTbCH HOpMaJIbHaH YCTOMQJ1BOCTb J1306pajKeHJ1H B
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HOB MB,n: PCP.
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paTOpJ1M BblrrOJIHHeTCH B COOTBeTCTBJ1J1 C raCT P 52112-2003.
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Ta, B03Bpa aIOTCH B rrOBTopHYIO <pOTOrreqaTb.
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J1 <pOTOOTrreQaTKOB ocy eCTBJIHeTCH B CYXOM nOMe eHJ1J1 rrpJ1
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JIaMeHTJ1pyeTcH IIpaBJ1JIaMJii rrpe,n;OCTaBJIeHJiiH rOCTJiiHJ1QHbIX YC-
JIyr B Pet>.
ITo Ha3Ha QeHJ1IO rOCTJiiHJ1L(bI ,n;eJIJITCH Ha 5 TJ1rrOB:
· rOCTJ1HJ1IJ;bI ,n;JIH OT,n;bIxaIOIII;J1X;
. TypJ1CTJ1QeCKJ1e rrpJ1rOpo,n;Hble rOCTJ1HJ1IJ;bI;
. KypopTHble rOCTJ1HJiiL(bI;
. naHCJiiOHa TbI;
. MOTeJIJii.
TocmU1iU1toL BAR omBoLXa101.q.UX rrpe,n;Ha3HaQeHbI ,D:JIH JIIO,D:et1,
npe6bIBaIOIII;JiiX Ha OT,n;blxe. rOCTJiiHJ1 bI ,n;JIJI OT,n;bIxaIOIII;J1X pa3Me-
III;aIOTCH B HaCeJIeHHbIX rrYHKTax C 6JIarOrrpJ1HTHbIMJii rrpJ1po,n;HbI-
MJ1 YCJIOBJ1HMJ1 (pH,n;OM C MopeM, peKoti, 03epOM, JIeCHbIMJ1 Mac-
CJiiBaMJ1) J1JIJ1 B MeCTax, Ji1MeIOIII;Ji1X apXJ1TeKTypHO-J1CTOpJ1QeCKYIO
n;eHHOCTb, KYJIbTypHbIX IJ;eHTpax.
218
TocmU1iUtfbL a.IL.fL mypucmo8 06eCrreqJi1BaIOT BpeMeHHOe rrpe-
6bIBaHJ1e li1 OT,n;bIX B ,n;HeBHOe 11JIJ1 HOqHOe BpeM.H JIIO,n;eti, rrYTe-
llleCTBYIO J1X no meJIe3Hot1 ,n;opore J1JIJ1 aBTOTpacce Ha aBTOMa-
lllJi1He. TYPJi1CTJ1QeCKJ1e rOCTJ1HJi1 bI pacrrOJIaraIOTC.H B6JIJ13J1 aBTO-
TpaHcrropTHbIX MarJi1CTpaJIet1, aapo,n;pOMOB, meJIe3Ho,n;opomHbIX
BOK3aJIOB.
MomeJl,u 06eCrreQJ1BaIOT BpeMeHHoe IIpOmJi1BaHJi1e, aBTOCTO-
.HHKY TypJi1CTaM J1 aBTOTypJ1CTaM. IIpJi1 MOTeJI.HX MorYT OKa3bIBaTbC.H
YCJIyrJ1 aBTOCepBJi1Ca. MOTeJIb BKJIIOQaeT rOCTJ1HJi1 Y Ji1 npJi1JIeraIO-
III;YIO K Heti TeppJ1TOpJi1IO C aBTOCTO.HHKoti. ABTOCTO.HHKa pacrrOJIa-
raeTC.H He,n;aJIeKO OT Bxo,n;a, Ha YQaCTKe Mem,n;y rro,n;'be3)J;OM J1
OCHOBHOti nOJIocoti ABJ1meHJ1.H rrpJ1JIeraIOrn;eti MarJ1CTpaJIJi1. Pa3-
Mep CTO.HHKJ1 3aBJi1CJ1T OT BMeCTJ1MOCTJ1 MOTeJI.H.
Kypopm1i'bLe 20CmU1iU'lf'bL 06eCIIeQJ1BaIOT BpeMeHHoe rrpomJi1-
BaHJ1e J1 rrpe,n;JIaraIOT caHaTopHO-03,n;opOBJi1TeJIbHble YCJIyrJi1. rOC-
TJ1HJ1IJ;bI pacrrOJIaraIOTC.H B KypOPTHbIX MeCTHOCT.HX C 6JIarorrpJ1-
.HTHbIMJ1 rrpJi1po,n;HO- KJIJ1Ma TJ1QeCKJ1MJi1 YCJIOBJ1.HMJi1.
CepBJi1CHa.fl ,n;e.HTeJIbHOCTb OCHOBbIBaeTC.H Ha TeXHOJIOrJ1Ji1 roc-
TJi1HJi1QHOrO 06CJIymJi1BaHJ1.H.
TeX1iO./l,02UJL 20CmU1iU'll1i020 06C.lLYJICu8a1iU.fl, - COBOKYIIHOCTb
orrepa J1t1 J1 rrpOIJ;eCCOB IIO rrpe,n;OCTaBJIeHJ1IO YCJIyr pa3MeI..IJ;eHJ1.H
rrOCeTJi1TeJI.HM J1 CJi1CTeMa pa J10HaJIbHbIX IIpJ1eMOB J1CIIOJIb30Ba-
HJ1.H 3,n;aHJ1ti, coopymeHMti, o6opy,n;OBaHJi1.H rOCTJi1HJi1 .
06CJIymJ1BaHJ1e rOCTJ1HJi1QHOrO KOMIIJIeKCa Ji1 rrpOmJi1BaIOI..IJ;J1X
JIIO,n;eM Tpe6yeT HaJIJi1QVl.H KBaJIJ1<pJ1IJ;Ji1pOBaHHoro rrepCOHaJIa pa3-
JIJ1QHbIX crreIJ;Ji1aJIbHOcTeti. C eJIbIO OpraHJi13aIJ;Ji1Ji1 a<p<peKTJi1BHOM
pa60Tw rOCTJi1HJ1QHOrO KOMIIJIeKCa rrepCOHaJI 06'be,n;Ji1H.HeTC.H B
CTPYKTypHble rro,n;pa3,n;eJIeHJi1.H, BblrrOJIH.HIOIII;Ji1e 06CJIymJi1BaHJ1e
HOMepOB, 06CJIymJ1BaHJ1e rrpOmJ1BaIOIII;J1X JIIO,n;eti, a,n;MJi1HJi1CTpa-
TJ1BHOe yrrpaBJIeHJ1e, rro,n;,n;epmJ1BaIOIII;J1e 6e30rraCHOCTb rOCTJ1HJi1-
IJ;bI, Me,n;J1 Ji1HCKOe 06CJIymJi1BaHJ1e, J1HmeHepHO-TeXHJ1QeCKYIO
pa60TY.
CTpYKTypa rro,n;pa3,n;eJIeHJi1M, cono,n;QJi1HeHHOCTb Ji1 KOJIJ1QeCTBO
pa60THJi1KOB orrpe,n;eJI.HIOTC.H B 3aBJi1CJi1MOCTJ1 OT TJ1na 11 Ka TerOpJi1Ji1
rOCTJi1HJi1 bI, KOJIJi1QeCTBa MeCT ,n;JI.H rrpOmJi1BaIOIII;J1X.
219
COBpeMeHHblti rOCTY1HY1qHblti KOMrrJIeKC - 3TO 3,n;aHY1e, OC-
Harn;eHHOe COBpeMeHHbIM o6opy,n;OBaHY1eM Y1 Y1HBeHTapeM.
06opy,n;OBaHY1e Y1 Y1HBeHTapb rOCTY1HY1 BKJIIOqaIOT:
. Me6eJIb, 6bITOBble rrpY160pbI, ay,n;Y10- Y1 BY1,n;eOTeXHY1KY, cpe,n;-
CTBa CBH3Y1 (TeJIe<pOHbI), pa3Mern;aeMble B HOMepaX rOCTY1HY1IJ;bI;
. rrOCTeJIbHOe 6eJIbe Y1 rrpY1Ha,n;JIemHOCTY1, CTOJIOBOe 6eJIbe,
,n;panY1pOBKY1 Ha OKHaX Y1 ,n;BepHX;
. TeXHOJIOrY1QeCKOe o6opy,n;OBaHY1e ,n;JIH rro,n;,n;epmaHY1H MY1K-
pOKJIY1MaTa;
. o6opy,n;OBaHY1e Y1 Y1HBeHTa pb ,n:JIH rrpY1rOTOBJIeHY1H rrY1rn;Y1;
· JIY1<PTbI;
. TeXHY1QeCKY1e Cpe,n;CTBa YQeTa Y1 perY1CTpaIJ;Y1Y1 rrOCeTY1TeJIeJ1
Y1 OcpOpMJIeHY1H KaCCOBbIX OrrepaIJ;Y1J1;
. Cpe,n;CTBa ,n;JIH y60pKY1 rrOMern;eHVIJ1, CTY1pKY1 Y1 r JIameHY1H
6eJIbH.
rOCTY1HVIIJ;Y MOmHO pa3,n;eJIY1Tb Ha mY1JIYIO, 06rn;yIO VI CJIY-
me6HYIO 30HbI.
)KUJta.fl, 301ia 06bIQHO paCnOJIaraeTCH Ha BepXHVIX 3TamaX
rOCTY1HY1IJ;bI. 06rn;aH 30Ha, KaK rrpaBVIJIO, pa3Mern;aeTCH Ha rrepBOM
Y1 BTOpOM 3TamaX. K o614eu 301ie MOmHO OTHeCTY1 BXO,n; Y1 BbIXO,n;,
rroMerqeHVIH ,n;JIH rrpVIeMa nOCeTY1TeJIet1, OcpOpMJIeHVIH VI pa3Me-
rn;eHY1H rrpOmY1BaIOrn;Y1X, XpaHeHVIH Y1X 6arama, paCQeTOB C rrpo-
mY1BaIOrn;Y1MY1, BbI,n;aQVI CrrpaBOK, BeCTY16IOJIbHble rrOMern;eHY1H.
BeCTY16IOJIbHble rrOMern;eHY1H BKJIIOQaIOT CaM BeCTY16IOJIb, rap-
,n:epo6, KaMepy XpaHeHY1H, KOMHaTY ,n;emypHOrO a,n;MY1HY1CTpaTO-
pa, rrOMe eHY1e rrOpTbe, rrOMern;eHVIH ,n;JIH XpaHeHVIH ,n;OKYMeH-
TOB, 2-3 CJIyme6Hble KOMHaTbI, OT,n;eJIeHVIe CBH3VI, Mara3Y1HbI,
KY10CKVI, 6a pbI, VIHor,n;a OT,n;eJIeHY1H 6aHKa, 6IOpO 06CJIymVIBaHY1H,
rrOMern;eHY1JI rrepCOHaJIa, o6CJIymY1BaIOrn;ero BeCTY16IOJIb, Ka6Y1HbI
TeJIe<poHoB-aBToMaToB, o6rn;Y1e CaHY1TapHble Y3JIbI Y1 T. ,n;.
,n:JIH rrpY1,n;aHY1H Y1HTepbepy BeCTY16IOJIbHbIX rrOMern;eHY1ti Y1H-
,n;Y1BY1,n;yaJIbHOrO 06JIY1Ka Y1CrrOJIb3YIOTCH rrp0Y13Be,n;eHJ1H Y1CKyccTBa
(cKYJIbrrTypa, mY1BOrrY1Cb), Y13,n;eJIVIH Hapo,n;HbIX xy,n;omecTBeHHblx
rrpOMbICJIOB, paCTeHY1H. CocTaB Y1 rrJIOrn;a,n;b 3TVIX rroMern;eHVIti BO
MHorOM 3aBVICHT OT Ha3Ha QeHY1H rOCTY1HY1 bI, ee BMeCTY1MOCTY1 Y1
KaTerOpVIY1.
220
rOCTJ1HJ1 bI J1MeIOT 301iY a./l,Jl, C./l,YJICe61i020 coo614e1iuJl" qepe3
KOTOpyIO 06CJIymJ1BaIOIII;J1M rrepCOHaJI TpaHCrrOpTJ1pyeT rrOCTeJIb-
HOe 6eJIbe, rrocy,n;y, npo,n;YKTbI rrJ1TaHJ1H ,n;JIH npOmJ1BaIOIII;J1X B
HOMepax.
CTpYKTypa JlCUJrbLX 1iOMep08 YCTaHaBJIJ1BaeTCH C eTOM TJ1rra
rOCTJ1HJ1 bI. HarrpJ1Mep, B rOCTJ1HJ1 aX ,n;JIH OT,n;bIxaIOIII;VIX Heo6xo-
,lJ;VIMO 60JIbIlle ,n;BYXMeCTHbIX HOMepOB, a B ropo,n;CKJ1X rOCTJ1HJ1-
ax - 60JIbllle o,n;HOMeCTHbIX. HOMep rOCTVIHVI bI HBJIHeTCH OC-
HOBHbIM 3JIeMeHTOM mJ1JIOM 30HbI. KaqeCTBO HOMepOB rOCTJ1HVI bI
orrpe,n;eJIHeT KOM<POpTHOCTb rrpOmJ1BaHJ1H B rOCTJ1HVI e. HOMepa
VIMeIOT pa3HYIO rrJIOIII;a,n;b, a pXVITeKTypHO-rrJIaHJ1pOBOQHble pellle-
HVIH, CaHJ1TapHO-TeXHJ1'tIeCKOe o6opy,n;OBaHJ1e, Me6JIJ1pOBKY.
B COBpeMeHHbIX HOpMaTJ1BaX rrpe,n;YCMaTpJ1BaIOTCH CJIe,n;yIO-
III;J1e rrJIOIII;a,n;J1 HOMepHoro <pOH,n;a:
- O,n;HOKOMHa THbIX O,lJ;HOMeCTHbIX HOMepOB:
. 8 KB. M ,n;JIH rOCTVIHJ1 o,n;H03Be3,n;OQHbIX, ,n;BYX3Be3,n;OqHbIX;
. 10 KB. M ,n;JIH rOCTVIHJ1 Tpex3Be3,n;OQHbIX;
. 12 (16) KB. M ,n;JIH rOCTJ1HJ1 qeTblpeX3Be3,lJ;OQHbIX;
. 14 (18) KB. M ,n;JIH rOCTVIHJ1 rrHTVI3Be3,n;OQHbIX.
- O,n;HOKOMHaTHbIX ,n;BYXMeCTHbIX HOMepoB:
12 KB. M, 14 KB. M, 14 (20) KB. M ,n;JIH rOCTJ1HVI QeTblpex3Be3-
,n;OQHbIX.
HOMep, rrpe,lJ;Ha3HaQeHHbIM ,n;JIJI rrpVIeMa 60JIbIIIOrO QJ1CJIa ro-
cTeM, J1MeeT rrJIOIII;a,n;b, YCTaHOBJIeHHYIO J13 paCQeTa 6 KB. M Ha
Kam,n;oe ,n;orrOJIHJ1TeJIbHOe MeCTO (HopMa TVIB YCTaHOBJIeH ,n;JIH ro-
CTJ1HJ1 O,n;HO- J1 ,n;Byx3Be3,gOQHbIX).
HOMepa rOCTVIHVI ,n;eJIHTCH Ha HeCKOJIbKO TVIrrOB:
. O,n;HOKOMHaTHble HOMepa Ha o,n;Horo QeJIOBeKa; O,n;HOKOM-
HaTHble HOMepa Ha 2 QeJI.;
.O,lJ;HOKOMHaTHble HOMepa TJ1rra ",n;y6JIb", paCCQJ1TaHHble Ha
B03MomHOCTb JIerKO J13MeHJ1Tb BMeCTJ1MOCTb HOMepa B 3aBJ1CJ1-
MOCTVI OT crrpoca;
· O,n;HO-,lJ;ByxKoMHaTHble HOMepa Ha 3-4 QeJI.; O,lJ;HO-,n;BYXKOM-
HaTHble HOMepa Ha 5 QeJI. VI 60JIee (HoMepa-06I1J;emJ1TJ1H);
. HOMepa C rrOBbIllleHHbIM KOM<POpTOM J13 ,n;Byx-Tpex KOMHaT,
a VIHor,n;a VI 60JIee (HoMepa "JIIOKC" VI "arrapTaMeHTbI").
221
KOJIJ1qeCTBO J1 y,n;eJIbHblti BeC O,n;HOMeCTHbIX J1 ,n;BYXMeCTHbIX
HOMepOB 3aBJ1C.HT OT TJ1rra rOCTJ1HJ1 bI, ypOBH.H ee KOM<pOpTa-
6eJIbHOCTJ1 J1 ,n;pyrJ1X <paKTOpOB. B OTeqeCTBeHHbIX rOCTJ1HJ1 aX
y,n;eJIbHbIM BeC O,n;HOMeCTHbIX HOMepOB COCTaBJI.HeT OT 30 ,n;o 500/0,
B 3apy6emHblx rOCTJ1HJ1 aX - ,n;o 60-800/0, B TypJ1CTJ1qeCKJ1X J1
KypOPTHbIX rOCTJ1HJ1 aX ,n;BYXMeCTHble HOMepa MorYT COCTaBJI.HTb
,n;o 75-1000/0, qTO 06'b.HCH.HeTC.H rrpe06JIa,n;aHJ1eM cpe,n;J1 IIOTpe6J1-
TeJIeM ceMeti, BKJIIOQaIOrn;J1X 2-3 Qe.rrOBeKa.
HOMep rOCTJ1HJ1 bI COCTOJ1T J13 mJ1JIOM KOMHaTbI (J1JIJ1 KOM-
HaT), nepe,n;Heti, CaHJ1TapHOro Y3JIa. B HOMepe rOCTJ1HJ1IJ;bI rrpo-
TeKaIOT pa3JIJ1QHble rrpo eCCbI mJ13He,n;e.HTeJIbHOCTJ1 (COH, OT,n;bIX,
rrpJ1eM rrJ1rn;J1, rocTei1, XpaHeHJ1e Bern;eti J1 ,n;pyrJ1e IIpo eCCbI).
KOM<popTa6eJIbHOCTb HOMepa 3aBJ1CJ1T OT apXJ1TeKTypHO-rrJIa-
HJ1pOBOQHOrO pemeHJ1.H, 3BYK0J130JI.H J10HHbIX CBOMCTB HOMepa,
OCBern;eHJ1.H, Me6JIJ1pOBKJ1, CaHJ1Ta pHO-TeXHJ1QeCKOrO o6opy,n;OBa-
HU.H, OCHarn;eHHOCTJ1 6bITOBOti TeXHJ1Koti, CJ1CTeMaMJ1 IIo,n;,n;epma-
HJ1.H MJ1KpOKJIJ1MaTa, TeJIe- J1 pa,n;J10arrrrapaTYPOM, cpe,n;CTBaMJ1
CB.H3J1. ITo meJIaHJ1IO rrpOmJiiBaIOrn;J1X JIIO,n;eti B HOMep 3a ,n;orrOJI-
HJ1TeJIbHYIO rrJIa TY YCTaHaBJIJ1BaIOTC.H rrepCOHaJIbHbIM KOMIIbIOTep
J1JIJ1 cpaKC, BTOpOM TeJIe<pOH.
B COBpeMeHHOM rOCTJ1HJ1QHOM HOMepe 05bIQHO BbI,n;eJI.HeTC.H
HeCKOJIbKO <PYHKIJ;J10HaJIbHbIX 30H: 30Ha ,n;JI.H CHa, pa6oQa.H 30Ha,
30Ha ,n;HeBHoro OT,n;bIxa.
ITpJ1 pa3Mern;eHJ1J1 B HOMepe Me6eJIJ1 YQJ1TbIBaIOTC.H J1CXO,n;-
Hble ra6apJ1THble pa3MepbI, aHTporrOMeTpJ1QeCKJ1e xapaKTepJ1C-
TJ1KJ1, y,n;06CTBO rrpoxo,n;a J1 y60pKJ1, rJ1rJ1eHJ1QeCKJ1e Tpe6oBaHJ1.H
J1 MJ1HJ1MaJIbHO Heo6xo,n;J1Mble paCCTO.HHJ1.H Mem,n;y Me6eJIbIO, Mem-
,n;y Me6eJIbIO J1 CTeHaMJ1.
B rOCTJ1HJ1IJ;aX pa3JIJ1QHbIX TJ1rrOB J1 KaTerOpJ1ti rrpOmJ1BaIO-
rn;J1M rrpe,n;OCTaBJI.HIOTC.H YCJIyrJ1 06rn;eCTBeHHoro rrJ1TaHJ1.H, ,n;JI.H
3Toro, KaK rrpaBJ1JIO, Ha rrepBOM J1 BTOpOM 3Tamax pa3Mern;aIOTC.H
peCTopaHbI, Ka<pe (3KcrrpeCC-Ka<pe, Ka<pe-moy), 6apbI (MOJIOQ-
Hble, BJ1HHble, IIJiiBHble, HOQHble), KOKTeMJIb-XOJIJIbI, CTOJIOBble,
6y<peTbI.
COrJIaCHO HOpMaTJ1BaM, B rOCTJ1HJ1 aX Bcex TJ1rrOB J1 KaTero-
pJ1M QJ1CJIO MeCT JI.H rrOCeTJ1TeJIeM B peCTopaHax ,n;OJImHO CO-
222
CTaBJIHTb 45-680/0, B Ka<pe - 13-280/0, B 6y<peTax - 7-90/0, B
6apax - 13-240/0 06rn;ero qJi1CJIa rroca,n:OqHbIX MeCT, rrpe,n;Ha3Ha-
qeHHbIX ,n;JIJI JIJi1 pa3Mern;eHHbIX B rOCTJi1HJi1 e.
II pOmJi1BaIOrn;Ji1M B rOCTJi1HJi1 e rrpe,n;JIaraIOTCH CO Ji1aJIbHO- KY JIb-
TypHble YCJIyrJi1 KJi1H03aJIOB, J1HTepHeT-Ka<pe, YCJIyrJi1 rro opra-
HJi13a Ji1Ji1 KOH<pepeH Ji1M, CeMJi1HapOB, YCJIyrJi1 ,n;HCKOTeK, 6Ji1JIbHp-
)J;HbIX, KereJIb6aHa, Ka3Ji1HO.
BbIToBble YCJIyrJi1 rrpe,n;OCTaBJIHIOTCH B eHTpe 6bIToBoro 06-
CJIymJi1BaHJi1H rrepCOHaJIOM rOCTJi1HJi1IJ;bI Ji1JIJi1 MeTo,n;OM caMo06cJIY-
mJi1BaHJi1H B rJIa,n;Ji1JIbHbIX KOMHaTax, rrpaqeqHOM caMo06cJIymJi1Ba-
HJi1H, C IIOMOr..u;bIO aBTOMa TOB ,n;JIH qJi1CTKJi1 06YBJi1 Ji1 ,n;p.
B rrepeqeHb 6bITOBbIX YCJIyr, rrpe,n;OCTaBJIHeMbIX B rOCTJi1HJi1-
IJ;e, MorYT BXO,n;Ji1Tb YCJIyrJi1 XJi1MJi1qeCKOJ1 QJi1CTKJi1 Ji1 rrpa QeQHOJ1,
peMOHTa o,n:em,n;bI Ji1 06YBJi1, <POToYCJIyrJi1.
CAYJICe6na.fl, 30na rOCTJi1HJi1 bI BKJIIOQaeT rrOMern;eHJi1H ,l];JIH rrep-
COHaJIa, 06CJIymJi1BaIOrn;ero HOMepa rOCTJi1HJi1 bI, pa3MeI1J;eHHbIe
Ha mJi1JIbIX 3Tamax, KOTopble MorYT BKJIIOQaTb KOMHaTY ,n;emyp-
Horo rrepCOHaJIa, KOMHa TY r JIameHJi1H Ji1 QJi1CTKJi1 o,n;em,n;bI, KJIa,n;o-
Bble )J;JIH XpaHeHJi1H QJi1CTOrO Ji1 rpH3Horo 6eJIbH, CepBJi1pOBOQHYIO,
KOMHa TY ,n;JIH rOpHJi1QHbIX, CaHJi1Ta pHbIti Y3eJI. B rrOMern;eHJi1HX ,n;JIH
rrepCOHaJIa YCTaHaBJIJi1BaIOTCH IIIKa<pbI ,n;JIH QJi1CTOrO rrOCTeJIbHOrO
6eJIbH, CTOJIOBble rro,n;HOCbI, MotiKa Ji1 Me6eJIb ,n;JIH CJi1,n;eHJi1H, cpe,n;-
CTBa CBH3Ji1. II pJi1 3TJi1X rrOMern;eHJi1HX rrpe,n;YCMa TpJi1BaIOTCJI MYCO-
porrpOBO)J;, eHTpaJIJi130BaHHaH CJi1CTeMaIIbIJIey.n:aJIeHJi1.f1. B HeKO-
TOpbIX rOCTJi1HJi1IJ;ax - 6eJIberrpoBo,n; Ji1JIJi1 crre Ji1aJIbHblti JIJi1<PT ,n;JIH
cnYCKa rpH3Horo 6eJIbH B eHTpaJIbHYIO 6eJIbeBYIO KOMHaTY HJIH
rrpa QeQHYIO.
Ha 3Tame MomeT pa3MelllaTbCH cTotiKa ,n;emypHoro a,n;MJi1-
HJi1CTpa Topa, KOTOpbIM ocyrn;eCTBJIHeT orrepa Ji1Ji1 rro ynpaBJIeHJi1lO
HOMepHbIM cpOH,n;OM Ha 3Tame.
IIpaQeQHaH rOCTJi1HJi1 bI pacrrOJIaraeTCH B y,n;aJIeHJi1Ji1 OT mJi1-
JIoti 30HbI, rrOCKOJIbKY HBJIHeTCH Ji1CTOQHJi1KOM rrOBbIllleHHoro lllYMa
Ji1 Ji1crra peHJi1M.
K CJIyme6HbIM rrOMern;eHJi1HM MomHO OTHeCTJi1 TeXHOJIOrJi1Qec-
KJi1e rrOMern;eHJi1H pecTopaHoB, Ka<pe Ji1 6apoB.
223
OT,n;eJIbHYIO rpynrry rrOMern;eHJi1t1 3aHJi1MaIOT cJIym6a 6e30nac-
HOCTJi1, Ji1HmeHepHO-TeXHJi1QeCKJi1e rrO,n;pa3,n;eJIeHJi1H, OTBeQaIOrn;Ji1e
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rrOJIHeHMe rrp0J13BO CTBeHHbIX 3arraCOB rrp0J13BO,ZJ;MTeJIet1 K Ha"LJa-
JIY pa6oQero ,lJ;HH.
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HTJ1H peIllaeTCH aHaJIOrM"LJHO BbI60py nepeB03"LJJ1Ka, o,n:HaKO
229
C paCnr£1peHHbIM rrepeQHeM rrOKa3aTeJIei1 KaqeCTBa 3KCrre,n;J1TOpC-
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Ji10HHOe 06CJIYjKJi1BaHJ1e nOTpe6Ji1TeJIeM ocy eCTBJIHeTCH ,n; H
MeJIKOrrapTJi10HHbIX, TapHo-lllTyqHbIX rpY30B, a TaKjKe KOHTei1-
HepOB Ji1 rraKeTOB (rraJIJIeTOB). RpyrrHora6apJ1THble rrpOMbIlllJIeH-
Hble CTpOJi1TeJIbHble rpY3bI, CblpbeBble MaTepJi1aJIbI Ji1 T. n. ,n;OC-
TaBJIRIOTCH, KaK rrpaBJi1JIO, rro rrpHMbIM ,n;orOBopaM rpY30BJIa,n:eJIb a
C rrepeB03qJi1KOM.
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rropTHO-3Kcrre,n;J1 Ji10HHOrO CepBJ1Ca Heo6xo,n;J1MbI:
. BbI60p BJi1,n;a TpaHcnopTa J1 OrrTJ1MaJIbHOrO Ma pIllpYTa ,n;OC-
TaBKJi1;
. COCTaBJIeHJi1e paCrrJi1CaHJi1H rrOCTaBOK Ji1 ero OrrTJi1MJi13a J1H;
. KOHTpOJIb 3a rpY3aMt1 B rrYTJ1 J1 o<popMJIeHJ1e paCqeTOB 3a
rrepeB03KY;
. orrpe,n;eJIeHJ1e eHbI 3a rrepeB03KY;
. 3aKperrJIeHJi1e rroTpe6J1TeJIeM 3a rrOCTaB Ji1KaMJi1 o,n;HOTHn-
HOM rrpo,n;YK J1J1, rrpJ1 KOTOpOM 06eCrreQJi1BaeTCH MJi1HJi1MYM XOJIOC-
TbIX rrpo6erOB;
. KOHTpOJIb 3a BblrrOJIHeHJ1eM 3aKa30B.
IIpe,n;ocTaBJIeHJ1e HOBbIX ,n;orrOJIHJ1TeJIbHbIX YCJIyr TpaHcrrop-
THO - 3Kcne,n;Ji1TOpCKJ1MJ1 <pJ1pMaMJi1 C03,n;aeT B03MOjKHOCTb YBe-
JIJ1QeHJ1H rrpJ16bIJIJi1 OT peaJIJi13a Ji1J1 rrpo,n;YK J1Ji1, paClllJ1pHeT Kpyr
MX rroTpe6Ji1TeJIeM, YCKopHeT BHe,n:peHJi1e HOBbIX cpe,n;CTB Mexa-
HJ13a J1Ji1 J1 aBTOMaTJi13a J1J1 BblrrOJIHHeMbIX orrepa J1M, rrOBbIllla-
eT cTa6Ji1JIbHOCTb J1 rrpOQHOCTb CBH3eM Ha pbIHKe TpaHcrropTHbIX
YCJIyr.
6.2. Pa3BHTHe lIOrHCTll'lec&.oro cepBHca
J!02UCmU1.£ec1\,UU cep8UC - 3TO OpraHJi13a Ji1H J1 rrpe,n;OCTaB-
JIeHJ1e KOMrrJIeKCa YCJIyr rro ,n;OCTaBKe rrpo,n;YK J1J1 C YQeTOM orr-
TJ1MJi13a J1J1 rpY30rrOTOKOB.
rpY3bI ,n;OJIjKHbI rrocTyrrJ1Tb K rrOJIyqaTeJIIO B Heo6xo,n;Ji1MbIX
06'"beMaX, B HymHoe MeCTO J1 BpeMH, rro rrpJ1eMJIeMoti eHe. IIo-
230
3TOMY BamHetillleti 3a,n;aqeti JIOrl1CTl1qeCKOrO CepBI1Ca B IJ;eJIOM 11
OpraHI13aIJ;l1Ji1 TpaHCrrOpTHO-3KCrre,n;Ji1 Ji10HHbIX YCJIyr, B qaCTHO-
CTJi1, HBJIHeTCH 3KOHOMJi1qHOCTb pa60T Ji1 Orrepa Ji1M.
OCTaBKa rpY30B CBH3aHa C y,n;OBJIeTBOpeHJi1eM rroTpe6HOC-
Teti. O,n;HOti Ji13 rJIaBHbIX 3a,n;aQ 06CJIymJi1BaHJi1H HBJIHeTCJI COKpa-
rn;eHJi1e BpeMeHJi1 Mem,n;y rrOJIyqeHJi1eM Ji1 Ji1CrrOJIHeHJi1eM 3aKa3a.
ITp0Ji13BO,n;Ji1TeJIbHOCTb TpaHCrrOpTa o6rn;ero rrOJIb30BaHJi1H B
c<pepe JIOrJi1CTJi1QeCKJi1X YCJIyr B Cpe,n;HeM B 1,6 pa3a BbIllIe, qeM
rrpJi1 TpaHCrrOpTJi1pOBKe rrpe,n;rrpJi1HTJi1HMJi1 co6cTBeHHbIMJi1 CJi1JIaMJi1.
IIpM 3TOM ce6eCT0Ji1MOCTb rrepeBo30K HJi1me rrpJi1MepHO Ha 400/0.
3TO 06D.fICHHeTCH TeM, QTO TpaHcrropTHble cpe,n;cTBa o6rn;ero
nOJIb30BaHJi1H KOHIJ;eHTpYlpYlOTCJI B KpyrrHblx crreIJ;Ji1aJIJi13Ji1pOBaH-
HbIX rrpe,n;rrpJt1HTJi1HX, Ji1MeIOrn;Ji1X Heo6xo,n;Ji1Mble cpe,n;cTBa ,n;JIH pa-
IJ;Ji10HaJIbHOM OpraHJi13aIJ;Ji111 rrepeBo30K, KaQeCTBeHHoro peMoHTa Ji1
TeXHJi1QeCKOrO o6CJIymJi1BaHJi1H.
TpaHcrropT HBJIHeTCH O,n;HJi1M Ji13 OCHOBHbIX 3JIeMeHTOB 3KOHO-
MJi1KJi1, c<pepbI ,n;eJIOBbIX YCJIyr, JIOrJi1CTJi1KJi1. B CBH3Ji1 C 3TJi1M cyrn;e-
cTByeT MHoro rrpJi1QJi1H, rro KOTOpbIM 06rn;ecTBo ,n;OJImHO ocyrn;e-
CTBJIHTb KOHTpOJIb Ha,n; ,n;aHHbIM, qaCTO KJIIOqeBbIM, acrreKTOM
COIJ;Ji1aJIbHO-3KOHOMJi1qeCKJi1X oTHOllleHJi1ti. TpaHcrropT B 3Ha qJi1TeJIb-
HOM CTerreHJi1 BJIJi1HeT Ha MJi1KpO- Ji1 MaKpOrrpOIJ;eCCbI X03HHCTBeH-
HOM ,n;eHTeJIbHOCTJi1.
ABTOM06Ji1JIbHblti TpaHcnopT HaJi160JIee rrpJi1crrOC06JIeH ,n;JIH
rrepeBo30K lllTyqHbIX rpY30B He6oJIblllJi1MJi1 rrapTJi1HMJi1 ("OT ,n;BepJi1
K ,n;BepJi1" Ji1 "TOQHO B CpOK"). IIpJi1 ero Ji1CrrOJIb30BaHJi1Ji1 CH maeTCH
KOJIJi1QeCTBO rreperpY30K, a TaKme IIoBpem,n;eHJi1ti rpY30B. RpoMe
Toro, pacTeT crrpoc Ha .n.onOJIHJi1TeJIbHbIe JIOrJi1CTJlIQeCKJi1e YCJIY-
rJi1, ymeCTOqaIOTCH Tpe6oBaHJi1H K KaQeCTBY rrepeBo30K rpY30B,
KOTopble rro 06'beKTJi1BHbIM rrpJi1qJi1HaM He MorYT 6bITb BblrrOJIHe-
HbI Ha ,n;pyrJi1X BJi1,n;ax TpaHcrropTa.
YBeJIJi1QeHJi1IO y,n;eJIbHOrO Beca aBTOM06Ji1JIbHOrO TpaHcrropTa
crroco6cTByeT TaKme paClllJi1peHJi1e ero <PYHKIJ;Ji10HaJIbHbIX B03-
MomHOCTet1 (nOBbIlllaeTCH rpY30rro,n;DeMHOCTb, paClllJi1pHeTCH crre-
IJ;Ji1aJIJi13aIJ;Ji1H rro,n;BJi1mHOrO COCTaBa Ji1 T. ,n;.).
B POCCJi1Ji1 oco6eHHo aKTJi1BHO Ji1 ,n;Ji1HaMJi1QHO pa3BJi1BaeTCR
pbIHOK aBToTpaHcrropTHbIX YCJIyr. OCHOBHbIMJi1 KpJi1TepJi1HMJi1
231
rrpeABapMTe bHoro oT6opa rrepeB03qMKOB HB HIDTCH 3aTpaTbI
Ha rrepeB03KY rpY3a, HaAemHOCTb BpeMeHM AOCTaBKM, COXpaH-
HOCTb rpY3a rrpM rrepeB03Ke. IIpou;e,n;ypa BbI60pa 3aTeM Aorro -
HHeTCH CMCTeMOM APyrMx KO MqeCTBeHHbIX M KaqeCTBeHHbIX rro-
Ka3aTeJIet1.
IIpoCTeMIllaH CXeMa BbI60pa rrepeB03qMKa 3aK IOqaeTCH B
rrpHMOM CpaBHeHMM CYMMapHOrO peMTMHra rrepeB03qMKOB, rro y-
qeHHOrO rro a ropMTMY.
IIpeArrOJIOmMM, qTO OrMCTMqeCKMM MeHe mepOM B Kaqe-
CTBe KpMTepMeB oT6opa rrpMHHTbI:
. HaAemHOCTb BpeMeHM AOCTaBKM (1);
. TapM<p Ha rrepeBo3KY (2);
. <pMHaHcoBaH cTa6MJIbHOCTb rrepeB03qMKa (5);
. coxpaHHocTb rpY3a (9);
. OTc emMBaHMe OTrrpaBOK (2).
(B cKo6Kax rrpMBe,n;eHbI COOTBeTCTBYID Me paHrM cpaKTopoB).
,L(orrycTMM, QTO aHaJIM3 pbIHKa TpaHcrropTHbIX yc yr rr03BO-
M BbIHBMTb Tpex nepeB03QMKOB, YAOB eTBopHIO MX OrMCTJ1-
qeCKMM Tpe60BaHMHM K TpaHcrropTMpOBKe orrpe,n;e eHHoro BMAa
rpY3a. CTerreHb YAOB eTBopeHMH 3TMX rrepeB03qMKOB BbI6paHHoM
CMCTeMe cpaKTopoB ou;eHMBa aCb He3aBMCMMbIMM 3KcrrepTaMM rro
Tpex6a bHoM ou;eHKe:
1 - XOpOlllO;
2 - YAOBJIeTBOpMTe bHo;
3 - rrJIOxo.
BbIQMCJIeHMe peJ1TMHra rrepeB03QMKa rro KamAOMY <paKTopy
B rrpMMepe rrpOM3Bo,n;MJIOCb C YQeTOM BeCOBblX K03cp<pMU;MeHToB,
rro YQeHHbIX M3 paCQeTa o6 ero KO MqeCTBa <paKTopoB, Ae eH-
Horo Ha cooTBeTcTBYID Mt1 paHr. HecMoTpH Ha TO, QTO, rro ou;eH-
Ke 3KcrrepTOB, CYMMapHblt1 peJ1TMHr y Bcex rrepeB03QMKOB (CYM-
Ma 6aJI OB) OKa3a CH OAMHaKOBbIM M paBHbIM 10, YQeT paHra
<paKTopa C BeCOBbIM K03<pcpMU;MeHToM rrOKa3a , QTO rrepeB03QMK
(1) HBJIHeTCH HaM6o ee rrpe,n;rrOQTMTe bHbIM.
IIpocTeMIIIMM a ropMTM BbI60pa rrepeB03QMKa, nOAo6HbIM
paccMoTpeHHoMY BbIIlle, MomeT 6bITb McrrO b30BaH AJIH npeABa-
232
pJ1TeJIbHot1 (rpy6ot1) O eHKJ1. ,n:JIH OKOHqaTeJIbHOrO BbI60pa rrpJ1-
MeHHIOTCH, KaK rrpaBJ1JIO, 60JIee CJIOmHble KOJIJ1qeCTBeHHble Me-
TO,n;bI J1 MO,n;eJIJ1, OCHOBaHHble, HarrpJ1Mep, Ha TeOpeTJ1QeCKOM
arrnapaTe J1CCJIe,n;OBaHJ1H Onepa J1t1, MeTO,n;aX YHK J10HaJIbHO-
CTOJ1MOCTHOrO aHaJIJ13a 11 T. n. HapH,n;y C rrepeB03qJ1KOM OCHOBHbIM
JIOrJ1CTJ1QeCKJ1M rrOCpe,n;HJ1KOM B rrepeB03Ke HBJIHeTCH TpaHCrrOpT-
HO-3KCrre,n;J1 J10HHaH J1pMa (J1JIJ1 3KCrre,n;J1TOp).
,l{onOJl/JiUme.rrb'H/bLMU YCAyzaMu, OKa3bIBaeMbIMJ1 3KCrre,n;J1TO-
pOM rroTpe6J1TeJIIO, KaK rrpaBJ1JIO, HBJIHIOTCH:
· rrOJIYQeHJ1e ,n;OKYMeHTOB ,n;JIH 3KcrrOpTa-J1MrrOpTa rpY30B;
. BblrrOJIHeHJ1e TaMomeHHbIX OpMaJIbHOCTeM;
. rrpOBepKa KOJIJ1QeCTBa J1 COCTOHHJ1H rpY30B;
. rrorpY3Ka-pa3rpY3Ka TpaHcrropTHbIX cpe,n;CTB;
. yrrJIaTa rrOlllJIJ1H, C60POB J1 ,n;pyrJ1X pacxo,n;OB, CBH3aHHbIX C
TpaHCrrOpTJ1pOBKot1;
. XpaHeHJ1e, CKJIa,n;J1pOBaHJ1e, COpTJ1pOBKa, KOMrrJIeKTa J1JI
rpY30B;
. J1H OpMa J10HHble YCJIyrJ1, CTpaXOBaHJ1e.
KaK BJ1,n;HO J13 rrpJ1Be,n;eHHoro rrepeQHH YCJIyr, TpaHcrropTHO-
3Kcrre,n;J1IJ;J10HHble cpJ1pMbI, rro cyrn;eCTBY, J1HTerpJ1pYIOT 60JIbIIIOe
KOJIJ1QeCTBO 3JIeMeHTapHbIX JIOrJ1CTJ1QeCKJ1X ,n;et1cTBJ1t1 B KOMrrJIeK-
CHble J1 KJIIOQeBble, XOTH OpMaJIbHO 3TJ1 onepa J1J1 J1 YHK J1J1
He Ha3bIBaIOTCH JIOrJ1CTJ1QeCKJ1MJ1. B HallleM 3aKOHo,n;a TeJIbCTBe
,n;o CJ1X rrop, K COmaJIeHJ1IO, OTCYTCTByeT HOpMaTJ1BHO-npaBOBaH
6a3a rro JIOrJ1CTJ1Ke, B TOM QJ1CJIe TpaHcrropTHot1.
B paMKax JIOrJ1CTJ1QeCKOrO CepBJ1Ca rpynna TpaHcrropTHO-
3Kcrre,n;J1 J10HHbIX YCJIyr HBJIHeTCH HaJ160JIee pacrrpOCTpaHeHHot1
J1 ,n;J1HaMJ1QHot1. B 06rn;eM 06DeMe JIOrJ1CTJ1QeCKJ1X YCJIyr, rrpe,n;oc-
TaBJIHeMbIX nocpe,n;HJ1QeCKJ1MJ1 J1 CepBJ1CHbIMJ1 OpraHJ13a J1HMJ1
rroTpe6J1TeJIHM, YCJIyrJ1 rrepeB03QJ1KOB COCTaBJIHIOT 60-800/0.
Cyrn;HocTb TpaHcrropTHO-3Kcrre,n;J1IJ;J10HHOrO o6CJIymJ1BaHJ1H
3aKJIIOQaeTCH B TOM, QTO TpaHcrropTHble rrpe,n;npJ1HTJ1H rrOMora-
IOT rpY300TrrpaBJ1TeJIHM J1 rpY30nOJIYQa TeJIHM BblrrOJIHHTb pH,n;
pa60T J1 orrepaIJ;J1t1, CBH3aHHbIX C rrepeB03KaMYI.
JIo xapa'Kmepy pa60m U onepa1tUU TpaHcrropTHO-3Kcrre,n;J1-
IJ;J10HHble YCJIyrJ1 rro,n;pa3,n;eJIHIOTCH Ha TPYI rpyrrrrbI:
233
1. Herrocpe,n;cTBeHHo TpaHcrropTHble YCJIyrJ1 - 3TO OpraHJ1-
3a J1R J1 rrepeBo3Ka rpY30B OT rrOCTaBm;J1Ka K rrOJI aTeJIIO.
2. IIorpY30'l{HO-pa3rpY30QHble pa6oTbI.
3. 3KCrre J1 J10HHble YCJIyrJ1.
rpyrrrra TpaHcrropTHbIX YCJIyr, B CBOIO Oqepe,n;b, ,n;eJIJ1TCR Ha
TpJ1 rro,n;rpyrrrrbI:
. Pa3pa6oTKa cxeM no MapII1pYTJ13a J1J1 rrepeBo30K.
. TpaHCrrOpTJ1pOBKa (,n;ocTaBKa) rpY30B OT J1CTOQHJ1Ka reHe-
pa J1M MaTepJ1aJIbHbIX rrOTOKOB ,n;o MeCTa Ha3HaQeHJ1H.
. rrOJI eHJ1e J1 rrepe)J;aqa rpY30B rro oBepeHHOCTJ1 rrpe -
npJ1HTJ1M C eJIblO ,n;OCTaBKJ1 J1X rrOJIyqaTeJIHM.
3TJ1 pa60TbI VI orrepa J1J1 o6pa3YIOT mpancnopmnO-3'KCneaU-
'4-uonny1O o e.fl,me.rrbnOCm'b. ,[(JIH ee BbIrrOJIHeHJ1H Tpe6YIOTcH Tex-
HJ1QeCKJ1e J1 TeXHOJIOrJ1QeCKJ1e cpe CTBa, 3Kcrre,n;J1TOpbI, Bo,n;J1Te-
JIJ1, TpaHcnopTHO-CKJIa,n;cKJ1e pa6oQJ1e, J1MeIOI.IJ;J1e orrbIT BblnOJI-
HeHJ1H rro,n;o6HbIX pa60T J1 T. ,n;.
IIorrYJIHpHoCTb TpaHcrropTHo-3Kcrre,n;J1 J10HHbIX YCJIyr BbI3BaHa
TeM, qTO Kam,n;oMY rrpe,n;rrpJ1HTJ1IO J1JIJ1 <pMpMe J1MeTb lllTa T 3TOM
KaTerOpJ1J1 pa60THJ1KOB, co,n;epmaTb cooTBeTcTBYIOIII;J1ti rrapK
TpaHcnopTHbIX Cpe,n;CTB, cooTBeTcTBYIOIII;J1X rrOMem;eHJ1M J1 peMoH-
THO-TeXHJ1QeCKJ1M rrepCOHaJI 3KOHOMJ1QeCKJ1 HeBwro,n;Ho J1 Hepa-
J10HaJIbHo.
rrpeuMy ecm8a rrOJIb30BaHJ1H YCJIyraMJ1 TpaHcrropTHo-3KC-
rre,n;J1 J10HHbIX OpraHJ13a J1M 3aKJIIOQaIOTCH B CJIe,n;YIOIII;eM:
. Pa J10HaJIJ13J1pYIOTCH J1 OrrTJ1MJ13J1PYIOTCH rpY30rrOTOKJ1 Ha
Bcex ypOBHHX.
. J1MeeTcH 60JIblllOti ,n;J1ana30H B03MomHbIX pa3MepoB J1 TJ1-
rrOB TpaHcrropTHbIX cpe,n;cTB. MomHo BbI6paTb HaJ160JIee npJ1crro-
C06JIeHHOe ,n;JIH ,n;aHHoro rpY3a TpaHcrropTHoe cpe,n;cTBo.
. J1cKJIIOQaeTCR rrp06JIeMa rrpocToH, rrOpOmHJ1X rrpo6eroB J1
He,n;orpY3KJ1 TpaHcnopTHbIX cpe,n;cTB B rrepJ1o,n;bI crra,n;a ,n;eJIOBOM
aKTJ1BHOCTJ1 J1 np06JIeMa He,n;ocTaTKa TpaHcrropTHbIX cpe,n;cTB B
rrepJ1o,n;bI ee nOBbIllleHJ1H.
· Ram,n;aH oTrrpaBKa MomeT 6bITb oCYIII;eCTBJIeHa C HaJ1MeHb-
IIIJ1MJ1 3aTpaTaMJ1 3a CQeT c60pa rpY30B C HeCKOJIbKJ1X rroTpe6J1-
TeJIeM.
234
· TpaHCrrOpTHO-3KCrre,n;Ji1IJ;J10HHble YCJIyrJi1 rr03BOJI.HIOT 3aKa3-
qJ1KaM COKpa TJ1Tb rroTpe6HOCTb B TpaHCrrOpTHbIX Cpe,n;CTBaX J1 06-
CJIymJ1BaIOI..IJ;eM rrepCOHaJIe ,n;o MJ1HJ1MYMa.
3Kcrre,n:J1 J10HHble YCJIyrJ1 OKa3bIBaeT 31\,CneaUmop, KOTOpblt1
rrpe,n;CTaBJI.HeT c060t1 <pJi13J1qeCKOe J1JIJ1 IOpJ1,n;J1QeCKOe JIJi1IJ;O, .HB-
JI.HIOIII;eec.R, KaK rrpaBJ1JIO, areHTOM rrepeB03QJ1Ka (TpaHcrropTHot1
OpraHJi13aIJ;Ji1Ji1).
3Kcrre,n:J1TOpbI ,n;et1cTBYIOT Ha OCHOBe ,n;orOBopa -rropYQeHJ1.H.
OHJi1 OpraHJ13YIOT TpaHcrropTHO-3Kcne,n;J1IJ;J10HHOe 06CJIymJ1BaHJi1e,
HO CaMJ1 MorYT He rrpJ1HJ1MaTb Herrocpe,n;CTBeHHoro YQaCTJ1.H B
rrpo ecce rrepeB03KJ1.
BamHYIO pOJIb 3Rcrre,n;J1TOpbI Ji1rpaIOT B o<popMJIeHJi1J1 MeJIKJ1X
OTnpaBOK, He COOTBeTCTBYIOIII;J1X TpaH3Ji1THbIM HopMaM Ji1 Ji1X KOH-
COJIJ1,n;a J1J1.
B 3a8UCUMocmu om Cep8UC1iOU ae.fl,meJl,'b1iOCmU TpaHcrropT-
HO-3Kcrre,n;J1IJ;Ji10HHOrO 06CJIymJ1BaHJ1.H pa3JIJ1QaIOT ,n;Be Ka TerOpJ1Ji1
3Kcrre,n;J1 J10HHbIX pa60T:
1. KOMrrJIeKCHble.
2. JIoKaJIbHble (MecTHble).
KOMn.rte'KC1i'bLe 3Kcrre,n;Ji1IJ;J10HHble YCJIyrJi1 BKJIIOQaIOT 06cJIY-
jKJ1BaHJ1e C MOMeHTa rrpJ1eMa rpY30B ,n;o J1X c,n;aQJ1.
K 3TJi1M YCJIyraM OTHOC.HTC.H:
. rro,n;rOTOBKa rpY3a K TpaHCrrOpTJ1pOBKe;
. rrpJ1eM rpY3a K rrepeB03Ke Ha CKJIa,n;e OTrrpaBJ1TeJI.H J4 ocpop-
MJIeHJ1e rrepeB030QHbIX ,n:oKYlVleHToB;
. OpraHJ13aIJ;J1.H rrorpY3KJ1 IIpO,n;YK J1J1 (ToBa pa) Ha IIo,n;BJ1m-
HOM COCTaB;
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243
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CYIO eM J1H<popMaIJ;Ji1J1 3aCTaBJIHeT rrp0J13Bo)J;Ji1Tb CJ1CTeMaTVIQeC-
KI1M KOHTpOJIb 3a 06HOBJIeHJi1eM 6a3 ,n;aHHblx rracrropToB 060py,n;o-
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269
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rreqa Tb Ji1HTepeCYIOIII;Ji1M "Cpe3" Ji1HcpOpMa Ji1Ji1.
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6nMmaMIIIMe 10 neT, COAepmMT cneAYIO YIO HH<popMaQHIO:
- CTOMMOCTb 060PYAOBaHMH;
- AorronHMTenbHaR CTOMMOCTb B py6nHx (CTOHMOCTb OCHOB-
HbIX <POHAOB, MHHYC aKTMBHaH qaCTb OCHOBHbIX <POHAOB MHHYC
CTOMMOCTb KarrMTanbHbIX M apeHAOBaHHbIX 3AaHMM);
- MO HOCTb QerrOqKM B 3aKa3ax B CMeHY;
- rroTpe6HOCTb (CKonbKO TaKMX Tpe6yeTcH QerrOqeK AnH
YAOBneTBopeHHH crrpoca HaceneHMH Ha ycnyrM);
- CMeHHOCTb pa60TbI;
- qHCnO pa60TaIO MX;
- qMCnO pa60qHX MeCT.
RpOMe Toro, rracrropT Ha QerrOqKY COAepmMT:
. B 1 cTpoKe - KO,n; M HaMMeHOBaHMe OTpaCJIeBOM rpyrrrrbI
ycnyr;
. B 2 CTpOKe - KOA M HaMMeHOBaHMe BMAa pa60T;
. B 3 cTpoKe - KO H HaMMeHOBaHMe rrpeArrpHHTMH;
· B 4 cTpoKe - KOA H MO HOCTb QerrOqKM B rOA.
IIpM He06xoAMMOCTM MomHO rrpH rrOMO H crreQHanbHoM rrpo-
rpaMMbI rronyqMTb nI060M MHTepecYIOIII;MM MH<popMa HoHHbIM
"cpe3".
J1MeeTcH B03MomHOCTb rrepeAaBa Tb HH<popMa HIO He Tonb-
KO B paCrreqaTaHHOM BMAe, HO M Ha MarHHTHbIX HOCHTenHX, me-
CTKOM AMCKe.
ORCM HBnHeTCH TeM rrYTeBOAHTeneM B MMpe pbIHKa HH-
<popMaQMM rro 060pYAOBaHHIO H TeXHonorMHM, KOTOpbIM rrOMO-
meT rronb30BaTenIO C MMHMManbHbIMM 3aTpaTaMM rronyqMTb ca-
MYIO cBemyIO M AOCTOBepHYIO MH<popMaQHIO, a TaKme KOHcynb-
271
TaQMM M COBeTW no nepcneKTMBHOMY pa3BMTMID CBoero npOM3-
Bo,n;CTBa.
Pa3BMBaIDIII;MeCH KopnopaQMM qaCTO BKJIIDqaIDT B ce6H ceTb
<PMPM, OKa3bIBaIDIII;MX ,n;eJIOBble YCJIyrM pa3Horo npocpMJIH.
BonpOCbl/{lIH caMOKOHTpOllH
1. Ka'Koea pOJ1/b U1-UpOpMa1tu01i1iotX cucmeM 8 ccfiepe cep8U-
ca?
2. Ka'Kue 3aaa1.tU 1ie06XOaUMO pemumo a./LJt coeepme1iCm80-
8a1iUJt u1icfiopMa11-uo1i1iotX meX1iO./L02UU 8 ccfiepe cep8uca?
3. Ka'Kue cOepeMe1i1iote u1icfiopMa'lfuo1i1iote cucmeMot, ucno./Lo-
3yeMote 8 cucmeMe cep8uca, 80t 31iaeme?
4. Ka'KaJt uucfiopMa1tuJt 06 060pyao8a1iUU cepeuc'liotx npea-
npuJtmuu xpa1iumcJt 8 OKCM?
8.2. HH opMa HOHHbIe TeXHOllOrHH
cepBHCHOH AeBTellbHOCTH B TypH3Me
Y cnelllHaH peaJIM3aQMH TypMCTMqeCKMX YCJIyr BO MHorOM
3aBMCMT OT MH<popMa MOHHoro o6eCneQeHMH npe,n;npMHTMti. B
POCCMM pa3pa6oTKa MH<popMaIJ;MOHHbIX TeXHOJIOrJ1t1 OrpaHMqMBa-
eTCH, KaK npaBMJIO, C03,n;aHMeM He60JIblllMX rpynn no ocpopMJIe-
HMID ,n;OKYMeHTOB B KOMnbIDTepHOM MCnOJIHeHMM, CMCTeMaTM3a-
QMeM ,n;OKYMeHTOB ceKpeTapMaTOB, C03,n;aHMeM JIOKaJIbHbIX 6a3
,n;aHHbIX ,n;JIH y,n;OBJIeTBOpeHMH Y3KMX npaKTMqeCKMX MJIM MCCJIe-
,n;OBaTeJIbCKMX 3a,n;aq. OCHOBHOti nepcneKTMBOM pa3BMTMH MHcpOp-
MaIJ;MOHHbIX CMCTeM HBJIHeTCH CKB03HaH MH<popMaQMOHHaH Tex-
HOJIOrMH, 06'"be,n;MHHIDIII;aH pa60TY Bcex no,n;pa3,n;eJIeHMti cepBMC-
HOti opraHM3a MM M n03BOJIHIOIII;aH <POpMMpOBaTb apXMBbI C 6bIC-
TpbIM M rM6KMM ,n;ocTynoM K MH<popMaQMOHHbIM pecypcaM. B Ha-
CTOHIII;ee BpeMH TaKMe MHcpopMaIJ;MOHHble TeXHOJIOrMM OCTaBJIe-
HbI Ha nepcneKTMBY C MOTMBMpOBKOt1, qTO onbIT pa3pa6oTKM CM-
CTeM TMna ACY He ,n;aeT pe3YJIbTaTOB, conOCTaBMMbIX C MHBec-
TMQMHMM. I10,n;06Hblti npMHIJ;Mn pa60TbI C MH<popMaQMeti xapaKTe-
272
peH ,n;JIH rrO,n;aBJIHIOIII;erO 60JIblllJi1HCTBa pOCCJi1J1CKJi1X OpraHJi13aQJi1J1,
KaK rocy,n;apCTBeHHbIX, TaK Ji1 KOMMepqeCKJi1X.
O,n;HaKO B rrOCJIe,n;HJi1e 5 JIeT POCCJi1R CTaJIa rrOJIHOrrpaBHbIM
yqaCTHJi1KOM MJi1pOBOrO pbIHKa Ji1H<popMaQJi10HHbIX TeXHOJIOrJi1M,
rro3ToMY B JII060M rrpoeKTe MomHO Ji1CrrOJIb30BaTb BeCb crreKTp
J1MeIOIII;Ji1XCR pa3pa6oToK B MJi1pe, OrpaHJi1QeHJi1eM RBJIReTCR JIJi1II1b
CTOJi1MOCTb TOM Ji1JIli1 li1HOM rrpo,n;YK Ji1Ji1.
PbIHOK TeXHli1QeCKli1X cpe,n;cTB Hacblm;eH, rro3ToMY li1MeeTCR
B03MomHOCTb BbI60pa o6opy,n;OBaHli1R C JII06bIMli1 rrapaMeTpaMli1,
KaK no <PYHK Ji10HaJIbHbIM B03MomHocTRM, TaK 11 rro KaqeCTBY,
QeHe, ,n;113aMHY Ji1 T. ,n;.
,n:JIR 60JIee KaqeCTBeHHoro <PYHKQI10Hl1pOBaHJi1R TypJi13Ma B
POCCI1I1, peaJIJi13a 1111 Bcex ero cOQJi1aJIbHbIX Ji1 3KOHOMJi1QeCKJi1X
<PYHK I1i1, rrpeBpaIII;eHI1R B rro,n;JII1HHYIO Ji1H,n;YCTpJi1IO Heo6xo,n;Ji1MO
cYIII;ecTBeHHoe rrOBbIllleHl1e s<p<PeKTJi1BHOCTJi1 ,n;eRTeJIbHOCTJi1 Ji1 B3a-
Ji1Mo,n;ei1cTBJi1R Bcex 3BeHbeB B Qerrl1 rrp0Ji13Bo,n;cTBa Ji1 ,n;oBe,n;eHJi1R
,n;o rroTpe611TeJIR TypJi1CTI1QeCKOrO rrpo,n;YKTa. 3Ta eJIb Tpe6yeT
pellleHJi1R CJIe,n;YIOIII;Ji1x 3a,n;a Q, rrepBOOQepe,n;HbIMJi1 113 KOTOpbIX
RBJIRIOTCR:
- COrJIaCOBaHHoe <POpMJi1pOBaHl1e rrpe,n;JIOmeHJi1R TYPJi1CTJi1-
QeCKJi1X YCJIyr rra pTHepaMI1 rro 6113Hecy ,n;JIR Ji1H,n;Ji1BJi1,n;yaJIbHbIX 11
rpyrrrroBbIX TypOB;
- aHaJIJi13 PbIHOQHOrO crrpoca Ji1 QeH Ha pa3JIJi1QHble BJi1,n;bI
TypJi1CTI1QeCKOrO rrpo,n;YKTa;
- cOKpaIII;eHJi1e BpeMeHI1 BblrrYCKa rrpo,n;YKTa J-Ia pbIHOK;
- rrpe,n;OCTaBJIeHJi1e I1H<popMaQJi10HHO-TeXHOJIOrI1QeCKI1X B03-
MomHOCTeJ1 ,n;JIR <POpMMpOBaHJi1R rrporpaMMHbIX TypOB (YQe6HO-
rr03HaBaTeJIbHbIX, KOHrpeCCHbIX, CrrOpTJi1BHbIX, OXOTHJi1QbJi1X Ji1
pbI60JIOBHbIX, ceMeMHbIX, 6Ji13HeC- Ji1 lllorr-TypOB, ,n;JIR I1HBaJII1,n;OB
11 JIIO,n;eJ1 C Bpom,n;eHHbIMJi1 rrOpOKaMJi1 pa3B11T11R Ji1 T. ,n;.);
- YJIYQllleHJi1e <pJi1HaHCOBO-3KOHOMJi1QeCKJi1X rrOKa3aTeJIei1;
- pa3pa6oTKa HOBbIX BI1,n;OB peKJIaMbI 11 I1H<popMaQI1I1 (Ha-
npl1Mep, Ha 6a3e MYJIbTJi1Me,n;Ji1a);
- o6eCrreQeH11e 3cp<peKTI1BHbIX cpe,n;CTB orrepaTI1BHOJ1 KOMrr-
JIeKTaQJi1Ji1 rpyrrrr ,n;JIR OTrrpaBKI1 3a py6em Ji1 rrYTellleCTBJi1J1 BHYT-
273
pJi1 CTpaHbI (B TOM qJi1CJIe BO B3aJi1MO,n;eticTBJi1Ji1 C ,n;pyrJi1MJi1 TYpJi1C-
TJi1QeCKJi1MJi1 <pJi1pMaMJi1);
---- aBTOMaTJi13a Ji1H pe3epBJi1pOBaHJi1H MeCT B rOCTJi1HJi1 aX,
6pOHJi1pOBaHJi1H 6Ji1JIeTOB Ha pa3JIJi1QHbIX BJi1,n;aX TpaHCrrOpTa Ji1 3aH-
BOK Ha rrpOKaT TpaHCrrOpTa Ji1 Crre Ji1aJIbHbIX Cpe,n;CTB;
---- 06eCrreqeHJi1e rJi16KOCTJi1 Ji1 orrepa TJi1BHOCTJi1 B3aJi1MO,n;eticTBJi1H
reHepaJIbHbIX TypareHTOB Ji1 areHTCKOJ1 CeTJi1;
---- YJIyqIlleHJ1e KaqeCTBa 06CJIymJi1BaHJi1H nOTpe6Ji1TeJIeti npJi1
peaJIJi13a Ji1Ji1 rrYTeBOK (rrpe,n;OCTaBJIeHJi1e Ji1H<pOpMa Ji1Ji1 0 Ma pm-
PYTax Ji1 Typax, eHax Ha YCJIyrJ1, TeKy eM HaJIJi1t.{Ji1Ji1 rrYTeBOK
rro pa3JIJi1QHbIM MapmpYTaM Ji1 CTpaHaM Ji1 T. ,n;.).
-- rro,n;rOTOBKa rpaMOTHbIX crre Ji1aJIJi1CTOB ,n;JIH CepBJi1CHOJ1
,n;eHTeJIbHOCTJi1 K rr03TarrHOMY rrepexo,n;y Ha HOBbIe Ji1H<popMaIJ;Ji10H-
Hble TeXHOJIOrJi1Ji1, COOTBeTCTBYIOIII;Ji1e 3arra,n;HOMY ypOBHIO Ji1 Ka-
QeCTBeHHOt1 KY JIbType 06CJIymJi1BaHJi1H rroTpe6Ji1TeJIeti.
O,n;HJi1M Ji13 cpe,n;CTB BblrrOJIHeHJi1H rrOCTaBJIeHHbIX eJIeti HBJIH-
eTCH Ji1H<popMa TJi13aIJ;Ji1H pbIHKa TypJi1CTJi1QeCKJi1X YCJIyr Ha 6a3e
JIOKaJIbHbIX Ji1H<popMa Ji10HHbIX ceTeti Ji1 TeJIeKOMMYHJi1Ka Ji10HHbIX
CJi1CTeM, aHaJIOrJi1QHbIX Ji1CrrOJIb3yeMbIM B 3arra,n;HbIX CTpaHax (CJi1-
CTeMbI AMA,n:EYC, AI10JIJIO Ji1 ,n;p.).
Heo6xo,n;J1MO OTMeTJi1Tb, QTO MHOrJi1e TypJi1CTJi1QeCKJi1e <pJi1p-
MbI OCHaIII;eHbI KOMrrbIOTepaMJi1 Ji1 JIOKaJIbHbIMJi1 CeTHMJi1, Ji1MeIOT
CBH3b Qepe3 J1HTepHeT C ,n;PyrJi1MJi1 <pJi1pMaMJ1, pacrrOJIOmeHHbIMJi1
BO MHOrJi1X perJi10Hax.
Heo6xo,n;Ji1MO OTMeTJi1Tb, QTO cero,n;HH ,n;ame OT,n;eJIbHble TY-
pJi1CTJi1QeCKJi1e areHTbI Ji1JIJi1 Typorrepa TOpbI B COCTOHHJi1Ji1 Ji1CrrOJIb30-
BaTb KOMrrbIOTepbI ,n;JIH aBTOMaTJi13a Ji1Ji1 KaK OCHOBHbIX, TaK Ji1 Bcrro-
MOraTeJIbHbIX <PYHK Ji1t1, TypJi1CTJi1QeCKJi1e areHTCTBa MorYT Ji1CrrOJIb-
30Ba Tb JIJi160 M30JIJi1pOBaHHblti pemJi1M pa6oTbI, JIJi160 CBH3bIBa Tb-
CH C CJi1CTeMaMJi1 pe3epBJi1pOBaHJi1H OCHOBHbIX TypJi1CTJi1QeCKJi1X
areHTCTB.
KO.Mno1Omep1ioLe cucme.M,'bL B TypJi1CTJi1QeCKJi1X areHTCTBax rro
<PYHKIJ;Ji10HaJIbHoMY rrpJi13HaKY rro,n;pa3,n;eJIHIOTCH Ha 3 KJIaCca.
. OCHoBHble CJi1CTeMbI, peaJIJi13YIOIII;Ji1e BblrrOJIHeHJi1e CepBJi1C-
HbIX YCJIyr rroTpe6Ji1TeJIHM, B KOTOpbIX onepaTOp ,n;eticTByeT 3a
274
CqeT ,n;OcTyna K rJIaBHbIM KOMlIbIOTepHbIM CJ1CTeMaM pe3epBJ1pO-
BaHJ1H (Computer Reservation System - CRS).
· BClIOMOraTeJIbHbIe CJi1CTeMbI, aBTOMaTJ13J1pYIOIII;J1e cJIyme6-
HbIe <PYHKIJ;J1J1 TypJ1CTJi1qeCKJ1X areHTCTB lIO <POpMJi1pOBaHJ1IO Ta-
KJ1X ,n;OKYMeHTOB, KaK CqeTa, 6J1JIeTbI J1 lIYTeBo,n;Ji1TeJIJ1, a TaKme
B3aJ1MOpaCqeTbI C rJIaBHbIMJi1 KOMllbIOTepHbIMJ1 Ji1 TpaHcnopTHbIMJ1
CJ1CTeMaMJ1.
· CJ1CTeMbI ynpaBJIeHJ1H, aKTyaJIJ13J1pYIOIII;J1e ,n;aHHbIe 0 ,n;e-
HTeJIbHOCTJ1 KOMlIaHJ1M J1 npe,n;OCTaBJIHIOIII;J1e PYKOBo,n;J1TeJIHM J1H-
<popMa J1IO ,n;JIH rrpJ1HRTJi1R pemeHJ1M.
HOBbIe KOMlIbIOTepHble CJ1CTeMbI J1HTerpJ1pYIOT Bce 3TJ1 <PYH-
KIJ;J10HaJIbHble B03MOmHOCTJi1 J1 CTaHOBHTCR ,n;ocTynHbIMJ1 ,n;ame )J;JIH
He3aBJ1CJ1MbIX areHTOB, nOCKOJIbKY IJ;eHa Ha J1X J1ClIOJIb30BaHJi1e
lIpaKTJ1QeCKJ1 He paCTeT.
B HaCTOHIII;ee BpeMH J13BeCTHO HeCKOJIbKO ,n;eMCTBYIOIII;J1X J1
lIpe,n;JIaraeMWX K YCTaHOBKe lIOJIb30BaTeJIHM (TypJ1CTJ1QeCKJ1M
cpJ1pMaM) rOTOBbIX np02paMM1i'bLX cucmeM, KOTopbIe MomHO C
J13BeCTHOM MepOt1 YCJIOBHOCTJ1 pa36J1Tb Ha TpJ1 KJIaCca.
. K lIepBOMY J13 HJi1X OTHOCHTCH CJ1CTeMbI, C03,n;aHHble B cpe-
,n;e JIOKaJIbHbIX BbIQJ1CJIJ1TeJIbHbIX ceTeM, KOTopbIe 06eClIeQJ1BaIOT
)J;eHTeJIbHOCTb TypJi1CTJ1QeCKVIX <PJi1pM, pacnOJIOmeHHbIX B O,n;HOM
3,n;aHJ1Ji1, 6e3 aBTOMa TJ13aIJ;J1Ji1 J1X BHelllHero B3aJ1Mo,n;eMCTBJ1H C
J1ClIOJIb30BaHJ1eM J1H<popMaIJ;J10HHbIX KaHaJIOB. CeTeBOt1 BapJ1aHT
lIOCTpOeHJ1H lIpe,n;lIOJIaraeT O)J;HOBpeMeHHoe o6paIII;eHJ1e K IJ;eHT-
paJIbHOM 6a3e HeCKOJIbKJ1X lIOJIb30BaTeJIeM, pa60TaIOIII;J1X C pa3-
HbIX aBTOMaTJi13J1pOBaHHbIX pa6oQJ1x MeCT. Ba3bI ,n;aIIHbIX paClIO-
JIaraIOTCH Ha eHTpaJIbHOJ1, ,n;OCTaTOQHO MOIII;HOM ceTeBOM MalllJ1-
He - cepBepe, ,n;OCTYlI lIOJIb30BaTeJIeM C J1X aBTOMaTJ13J1pOBaH-
HbIX pa6oQJ1x MeCT 06eCneQJi1BaeTCH ceTeBbIM o6opy,n;OBaHJ1eM J1
ceTeBOM MaTeMaTJ1KOM, Bxo,n;HIII;eM B CTaH,n;apTHbIM Ha60p ceTe-
Boro 06eCneQeHJ1H.
. CJi1CTeMbI BToporo KJIaCCa BKJIIOQaIOT B03MOmHOCTJ1 npo-
rpaMMHbIX KOMlIJIeKCOB, J1 B ,n;OlIOJIHeHJ1e K HJ1M peaJIJ13yeTcH
Mo,n;eMHaR CBH3b TypOlIepaTopa B naKeTHOM pemJi1Me no BbI,n;e-
JIeHHbIM KaHaJIaM C OT,n;eJIaMJ1 no peaJIJ13aIJ;J1J1, a B OT,n;eJIbHbIX
275
CJIyqaHX - VI C OTeJIHMJ1, paCrrOJIOmeHHbIMJ1 B ,n;PyrJ1X paMOHaX
O,n;HOrO ropo,n;a (06JIaCTVI).
. R TpeTbeMY KJIaccy OTHOCHTCH CJ1CTeMbI ,n;JIH TyporrepaTO-
pOB, 6a3J1pYIOIII;J1eCH Ha J1CrrOJIb30BaHVIJ1 ,n;eMCTBYIOIII;J1X J1JIJ1 BHOBb
C03,n;aBaeMbIX rJI06aJIbHbIX TeJIeKOMMYHVIKaIJ;VIOHHbIX CeTeM. B aTOM
CJIyqae OCHOBHble 6a3bI ,n;aHHbIX 0 TypVICTJ1QeCKOM rrpo,n;YKTe TOM
VIJIVI VIHOM <PVIpMbI pa3MeIII;aIOTcH B VIHcpopMa
VIOHHbIX u;eHTpax
(Y3JIax) rJI06aJIbHOM CeTJ1, J1 ,n;JIH Bcex rrOJIb30BaTeJIeM CeTJ1 pea-
JIVI3yeTcH y,n;aJIeHHbIM ,n:ocTyrr K HVIM B pemVIMe on-line.
I1pe,n;CTaBVITeJIeM rrporpaMMHblx KOMrrJIeKCOB, OTHOCHIII;J1XCH
K rrepBoMY KJIaccy, HBJIHeTCH aBTOMaTJ13VIpOBaHHaH CVICTeMa "J1H-
<POTYP". OHa pa3pa6oTaHa B cpe
e ceTeBOM BepcVIVI CYB,n: ct>OR-
CI1PO ,n;JIH Windows VI rrpe,n;Ha3HaqeHa ,n;JIH <POpMVIpOBaHJ1H J1
peaJIVI3aIJ;VIVI TypVICTVIqeCKOrO rrpo,n;YKTa TyporrepaTopOM.
,n:VIaJIOr rrporpaMMbI C rrOJIb30BaTeJIeM peaJIVI30BaH B BJ1,n;e
MHorOOKOHHoro VIHTep<peMca, orr
VIVI KOToporo VIHVIIJ;VIVIPYIOTCH
rrocpe,n;CTBOM KHorrOK-rrVIKTorpaMM. TaKJ1X KHorrOK B rJIaBHOM MeHIO
HaCqVITbIBaeTCH 12, B TOM qJ1CJIe, "MapmpYT", "OTeJIb", "Typ-
napTHep", "I1oTpe6VITeJIb", "3KCKYPCVIH", "BaJIIOTa", "TpaHC-
nopT", ",n:OKYMeHTbI", "J1H,n;J1BVI,n;yaJIbHbIM TYP", "ABJ1apeMC".
Ram,n;aH KHorrKa co,n:epmJ1T J1H<popMaIJ;J1IO, Ha60p J1 6a3Y ,n;aH-
HbIX cepBVICHOM ,n;eHTeJIbHOCTJ1, HarrpVIMep, KHOIIKa "OTeJIb" rrOJI-
HOCTbIO xapaKTepVI3yeT rrpe,n;rrpJ1HTVIe pa3MeIII;eHVIH, pacrrOJIOmeH-
Hoe B orrpe,n;eJIeHHOM perJ10He, ropo,n;e J1 paMOHe, KJIaCC TYpJ1C-
TVIqeCKOM rOCTVIHVIIJ;bI, BVI,n;bI arra pTaMeHTOB, CTOVIMOCTb B 3aBVI-
CVIMOCTVI OT ce30Ha ro,n;a. I1epeqJ1CJIeHHble rrOKa3aTeJIJ1 MorYT BbI-
cTyrrVITb B KaqeCTBe KpVITepVIeB rrpVI rrOVICKe OTeJIeM, y,n;OBJIeTBO-
pHIOr..u;VIX 3a,n;aBaeMbIM Tpe6oBaHVIHM.
Ha60p OCTaJIbHbIX rrOKa3a TeJIeM orrVICbIBaeT YCJIOBJ1H VI pa3-
Mep CKJ1,n;OK OT OCHOBHbIX paCIJ;eHOK, opraHVI3aIJ;Ji1IO J1 pa3HOBJ1,n;-
HOCTJi1 YCJIyr ITJi1TaHJi1H, a TaKme ,n;orrOJIHJi1TeJIbHOrO CepBJi1Ca (Ha-
JIVIqJi1e 6aHKeTHbIX 3aJIOB, KOH,n;Ji1IJ;J10HepOB, YCJIOBJi1M ,n;JIH rrpJ1eMa
VlHBaJIJi1,n;OB, rOCTeM C mJ1BOTHbIMJ1, HaJIJ1qJ1e J1 pa3HOBJi1,n;HOCTJi1
TeJIeBJi13J10HHbIX CJi1CTeM J1 T. ,n;.).
3HaqeHJ1H 3TJi1X rrOKa3aTeJIeM TaKme MomHO KOppeKTJ1pO-
BaTb, y
aJIHTb J1JIJ1 3arrOJIHHTb HOBbIMJ1 BeJIJ1qJ1HaMJ1.
276
IT "TIf rh "
,u.OCTOJ1HCTBOM CJ1CTeMbI YJ.H\fJOTYP HBJIHeTCH TaKme pe-
mJi1M CPOPMJi1pOBaHJ1H Ji1H,ZJ;I1BJ1,n;yaJIbHOrO (rro 3aKa3Y rroTpe6Ji1Te-
JIH) Typa. B rrOMoIII;b rrOJIb30BaTeJIIO ,n;aeTCH rrpaKTl1qeCKJ1 rrOJIHblti
Ha60p rrOKa3aTeJIeti (rrOJIeti 6a3 ,n;aHHbIX), COOTBeTCTBYIOIII;J1X rrpe-
,n;OCTaBJIHeMbIM YCJIyraM: HaJ1MeHOBaHJ1e perJ10Ha (CTpaHbI), ro-
po,n;a, OTeJIJI, ,n;a Ta Bble3,n;a, KOJIJi1qeCTBO ,n;Heti 11 HOqeti rrYTeme-
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raCT 27570.0-87 (M3K 335-1-76) "Be30naCHOCTb 6bITOBbIX V1 aHaJIO-
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A'Hyp08a H. 11epcOHaJI B peCTopaHe. KaK C03.n;aTb npocpeCCJ10HaJIbHYIO
KOMaH.n;y. M., 2001.
BapaUOBC'KUU B. 11oBap: YQe6HOe noco6V1e. POCTOB H/.n.: cIJeHV1Kc, 2000.
BozyweBa B. U. apraHJ13aQJ1R o6CJIymJ1BaHV1R nOCeTV1TeJIeH peCTopa-
HOB V1 6apOB. M: cIJeHV1Kc, 2002.
BO'Haapeu'Ko r. A., Ka6yw'Ku'H H. 11. MeHe.n;:iKMeHT rOCTV1HV1Q V1 pecTo-
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Bopoauua B. B. PecTopaHHo-rOCTV1HV1QHbIH 6V13Hec. M.: KHV1mHbIH MV1p,
2001.
Bpau.Mep P. A. aCHOBbI ynpaBJIeHV1R B V1H.n;YCTPV1V1 rocTenpV1V1McTBa I
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280
JIUU'H Ba'H ,lI.ep Bazeu. rOCTV1HV1qHbIM 6H3HeC. POCTOB H/.n.: cIJeHJ1KC,
200 l.
Bumepc ,lI.., BunnepMau K. KaK npo.n;aTb CBOH YCJIyrV1. CII6., 1994.
BO./l,'KOB 10. 4>. MHTepbep H o6opy oBaHHe rOCTHHHQ H pecTopaHoB I
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BO./l,'Koea U. B., MupOnO./l,'bCKUU H. H., MYMpU'KOBa r. M. PecTopaHHbH1
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roc T V1 H V1 q H bI H V1 T Y pH C T V1 q e C K V1 H 6 H3 He C I IT o.n; p e .n;. n p 0 cp .
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EzopoBa H. E., MyaYUOB A. C. ABTocepBV1c. Mo.n;eJIM V1 MeTo.n;bI nporHo-
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