FORMATION OF EFFECTIVE ORGANISATIONAL MANAGEMENT SYSTEMS

The success of modern enterprises is largely determined by the organisation of their management systems. In such systems, the elements have unique behavioural characteristics and form complex connections within the framework of the redistribution of powers. This research is aimed to identify such a structure of relations between the elements of the system that would most effectively ensure the fulfilment of the goals set for the organisation’s goals under conditions of interaction with a changing external environment. In this work, we examines the existing methods for assessing the effectiveness of organisational management systems, noting that a set of quantitative performance evaluations can be obtained using organisational modelling. For this, we propose that the processes involved in the systems of organisational management are considered in the context of queuing theory. At the same time, the assumption is formulated that the use of an agent-based approach will allow for obtaining the best results. Based on this, the main goal of the study presented in this article was to adapt the mechanism for assessing the effectiveness of the functioning of organisational management systems toward an agent-based approach, assess the adequacy of such models, and determine the boundaries of their capabilities. In this study, an organisational system constructed for processing citizens’ appeals was chosen as the modeling subject. The following developed models are presented: analytical, discrete-event in the GPSS World environment, and agent-based in the AnyLogic environment. The results of a computational experiment using these models allow us to conclude about the adequacy of using an agent-based approach within the framework of the author’s concept of assessing the effectiveness of the functioning of organisational management systems. At the same time, when using an agent-based approach, to a certain extent, it is possible to eliminate the limitations of other approaches related to both the complexity of modelling systems consisting of many organisational elements and performing a variety of tasks as well as the inability to display the individual characteristics of the system elements. The scientific novelty of the presented work lies in the development of an agent-based modelling of organisational management systems within the framework of the queuing theory to assess their efficiency.