Functional model of conflict-management based on information management tools

The work appeals the problems of the emergence and development of a conflict management system in small and medium-sized business organizations. The author emphasizes that it is necessary to unite the interests of different "actors" of the business process, whose participation is necessary for the implementation of the decisions made. In modern conditions, in addition to the well-known control subsystems, information support is especially distinguished, which is responsible for timely provision of relevant and complete information to all the elements of the control apparatus. Business information infrastructure has a systemically organized set of information technologies, communications, service personnel and information management, providing collection, storage, usage, exchange and transfer of information for the needs of the enterprise. The proposed methodology for building a process model based on the use of information technologies involves solving the following main tasks: recognition of all the business processes during the activity; diagnostics of operational functions that will allow the presented business processes to be executed; presentation of performance of the certain functions by specific executors; creation of the enterprise database for the required workflow; evaluation of the enterprise business processes effectiveness and developing recommendations for their improvement. The study identified problems with the use of the information tools in the conflict management. The paper shows that information technologies reduce the length of the management cycle significantly and qualitatively improve information support for management decision-making. The introduction of information management as an element of the control pyramid, as well as the addition of an information support subsystem, allows us to offer a modern integrated approach to the construction of the control process. Based on the data obtained, the current state of the organizational structure and the further potential vector of development of the organization are concluded.