V sisteme pokazateley khozyaystvennoy deyatel'nosti predpriyatiya torgovli, opredelyayushchikh uroven' ego konkurentosposobnosti na rynke, vazhneyshim pokazatelem yavlyaetsya skorost' torgovogo obsluzhivaniya. Dannyy pokazatel', kharakterizuyushchiy kachestvo funktsionirovaniya sistemy obsluzhivaniya v torgovle (SOT), imeet sushchestvennoe sotsial'noe znachenie, okazyvaya vozdeystvie, kak na potrebiteley, tak i na personal predpriyatiya, a takzhe neposredstvenno vliyaet na drugie pokazateli kachestva torgovogo obsluzhivaniya. V knige predstavleny modeli i metody sistemnogo analiza kachestva funktsionirovaniya i optimizatsii SOT, a takzhe informatsionnaya tekhnologiya upravleniya, obespechivayushchaya podderzhku prinyatiya resheniy po voprosam upravleniya SOT predpriyatiya torgovli. SOT yavlyayutsya sotsial'no-tekhnicheskimi sistemami, poetomu v rabote podrobno rassmatrivayutsya kak matematicheskie i informatsionnye, tak i organizatsionno-ekonomicheskie, sotsial'nye i psikhologicheskie aspekty upravleniya SOT. Kniga prednaznachena dlya rukovoditeley, upravlentsev i spetsialistov predpriyatiy torgovli, a takzhe dlya nauchnykh rabotnikov, aspirantov i studentov ekonomicheskikh spetsial'nostey, izuchayushchikh voprosy upravleniya sistemami obsluzhivaniya v ekonomike i torgovle.