Assessing the impact of key business risks on the operational efficiency of car service organizations

   Aim. The work is aimed to propose a theoretical and methodological instrument for assessing the influence of key business risks on the operational efficiency of car service organizations, and to formulate recommendations for its practical application.

   Objectives. The work seeks to provide a quantitative analytical assessment of the operational efficiency coefficient of car service organizations and to identify the factors determining this indicator of business efficiency; to develop a method for assessing the influence of external and internal risk factors on the operational efficiency of car service organizations; to propose an algorithm for managing the operational efficiency of car service organizations aimed at reducing the risks of its unacceptable decline; to propose recommendations for balancing key factors of profit from sales of car service organizations to ensure its sustainable growth.

   Methods. Based on the systems approach, the methods of logical, factor and comparative analysis were used, aimed at achieving the goal and solving the study problems, as well as a management methodology aimed at using feedback between management influences and the outcome of management. The study results are based on scientific provisions presented in the works of Russian and international scientists, revealing the problems of managing the operational efficiency of organizations under modern conditions.

  Results. A comparative analysis of the activities of two car service organizations in 2020–2024 was performed, and the main factors determining their profitability and revenue were identified, namely the markup on spare parts, the number of clients and the ratio of the cost of spare parts to the cost of works. It was revealed that the number of clients has the most significant
impact on financial indicators, and the markup on spare parts is a compensating factor with a moderate decrease in the customer base. Optimal values of the ratio of the cost of spare parts to labor for different car service business models were determined. The work presents the relationship between an increase in markup and a decrease in the customer base. It also provides recommendations for balancing the key factors of profit from sales of car service organizations to ensure its sustainable growth.

   Conclusions. The article presents an analytical assessment of the operational efficiency of car service organizations, taking into account their specificity, while factors for its reduction are identified, and an algorithm for managing operational efficiency is proposed, based on the use of changes in the markup on spare parts purchased by customers in the car service as a control action. Based on a study of the experience of car service organizations, the work revealed that the strategy for developing a car service should take into account the balance between the markup on spare parts and the number of customers. Attention is drawn to the fact that a moderate increase in the markup enables to retain the customer base while maintaining an optimal ratio of spare parts to works. In the process of analyzing the experience of the studied organizations, the thesis is confirmed that this approach ensures a more stable growth of financial indicators in the long term, and abrupt changes in any of the indicators can induce negative consequences for the business.

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