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The article examines the specifics of the application of the process approach to management in companies in the field of trade and services. Based on the analysis of scientific works by Russian scientists (Krasyuk, Khukhlaev, Barbaruk (2025), Koroleva (2025)) and international practices of implementing process management in retail trade, the specifics of business processes in trade, their classification, analysis methods and optimization tools are considered. Special attention is paid to industry-specific features: high-intensity customer interaction, a large number of transactions, the need for inventory and supply chain management, as well as the combination of physical and online sales channels. Based on empirical data, two tables are presented that characterize the classification of business processes in trade and typical problem areas identified during process diagnostics. It is concluded that the effectiveness of process management in trade and the service sector is achieved only if it is result-oriented, creates end-to-end process chains and regularly monitors key performance indicators.
process management, trade, service sector, business processes, optimization, customer experience
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