a) informal models, i.e. systems of ideas about the original object that have developed in the human brain;
b) partially formalized:
verbal– description of the properties and characteristics of the original in some natural language (text materials of design documentation, verbal description of the results of a technical experiment);
graphic iconic– features, properties and characteristics of the original that are actually or at least theoretically accessible directly to visual perception (art graphics, technological maps);
graphical symbols– data from observations and experimental studies in the form of graphs, diagrams, diagrams;
c) completely formalized (mathematical) models.
The main difference between this type of model and the others is variability - in the coding of a huge number of specific options for the behavior of the system with one symbolic description. Thus, linear differential equations with constant coefficients describe the movement of a mass on a spring, the change in current in an oscillatory circuit, the measuring circuit of an automatic control system, and a number of other processes. However, what is even more important is that in each of these descriptions the same equations in literal (and generally speaking, in numerical) form correspond to an infinite number of combinations of specific parameter values. Let's say, for the process of mechanical vibrations, these are any values of the mass and spring stiffness.
In sign models, deductive inference of properties is possible; the number of consequences in them is usually more significant than in models of other types. They are distinguished by compact recording, ease of use, and the ability to study in a form abstracted from specific content. All this allows us to consider iconic models highest level and recommend striving for this form of modeling.
Note that the division of models into verbal, natural and symbolic is to a certain extent arbitrary. Thus, there are mixed types of models, say, using both verbal and symbolic constructions.
Let us introduce a “pragmatic” definition of a mathematical model, convenient for practical applications. To do this, we use the well-known representation of an object in the form of a “black box” from cybernetics.
The first step to the conscious construction of a model in all cases is the understanding and clear formulation of the study or other problem for the sake of which the modeling is carried out. This step is based on a meaningful analysis of the original problem and involves the collection and comprehension of all existing data related to the problem. The next step, from which the modeling procedure itself begins, is to determine the boundaries of the object that is subject to model description and study in order to solve the problem. A very wide range of different situations is possible here (depending on the nature of the task, the degree of complexity and knowledge). We will assume that, in accordance with the available information, we have accepted some hypothesis about the boundaries of the object subject to model research. Based on the principle of universal interconnection and interdependence, it can be argued that in general case the identified object, on the one hand, is exposed to influences from the environment, on the other hand, it itself influences this environment, changing its state. We will call the environment-object connections, as is customary, input influences or inputs X (often introducing a division of input influences into controls (U) and disturbances (V)), and object-environment (Y) influences as output ones.
It is obvious that a fairly complete (from the point of view of the problem being solved) account of the input and output connections of an object with the wider system (environment) of which it is a component is necessary condition the legitimacy of isolating an object from the environment. Each significant connection missed by the research creates a threat that the state and properties of the identified object will no longer correspond to those that took place in the original real system and a model based on such a representation will be obviously inadequate. On the other hand, for practical reasons, it is desirable to take into account as few factors as possible in the model, since its complexity and cumbersomeness are no less serious drawbacks than incompleteness. The resolution of this contradiction, i.e. The selection of significant input and output influences to be taken into account in the model and abstraction from others, presumably insignificant, is a very crucial moment in the construction of any model, because decisively influences its quality and efficiency. This requires a deep understanding of the essence of the problem being solved, a thorough study of the original real system reproduced in the model, experience and heuristic abilities are required. If the modeled object is a really existing material system, its connections are obviously also very real material factors: forces of various natures, spatial movements with their derivatives, flows of matter, flows of energy, and in some cases flows of information. All of them must be researched and described qualitatively and quantitatively, assessed through “numbers and measures”, after which they are transformed into information constructs and acquire the status of model variables.
The use of a mathematical model in the modern sense of the word is not associated with the material reproduction of the properties and characteristics of the object to be studied and does not imply experimental procedures. An object described in the language of mathematics is represented by a certain mathematical structure (differential or finite-difference equations, transfer function, graph, etc.) with certain parameters, and the research process (the so-called solution of a mathematical model) consists of applying a set to this structure mathematical transformations and operations in accordance with some algorithm. The result of the computational process is new information about the object, of course, in that part of its properties that are reflected in the original mathematical description. The capabilities of modern computers and software make it possible to study these properties for all possible variations of the parameters included in the original model, to determine its inherent probabilistic and statistical characteristics, to find the values of parameters that are optimal according to one or another criterion, and to solve many other very diverse problems.
The words “model description” or “model” mean a mathematically formalized description of a certain phenomenon or object in terms of a certain group of its characteristics. A mathematical model of complex controlled processes contains a lot of quantities of different nature. All these quantities can naturally be divided into three groups:
The first group includes quantities that are usually called endogenous (internal), or phase; they are the required quantities, that is, they are subject to determination and calculation due to the connections of the model;
The second group includes the so-called exogenous (external) quantities; they are assumed to be known within the framework of this model;
The third group includes controls - quantities at the disposal of control bodies, with the help of which you can influence the course of the process.
The word “model” itself means a set of connections between all these quantities. If this set of connections makes it possible to determine all endogenous quantities in a given period of time, provided that controls, exogenous quantities, as well as the initial values of phase variables for this period (and, possibly, boundary - in the spatial sense) values of phase variables are specified on it, then the model is called closed.
The division into external and internal quantities can be performed in more than one way; it is to a certain extent conditional and is associated with the method of using the model and the purposes of the modeling.
The ambiguity of the term “model”, the huge number of types of modeling and their fast development currently make it difficult to construct a logically complete classification of models that satisfies everyone. Any such classification is conditional due to the fact that it reflects, on the one hand, the subjective point of view of the authors, and on the other hand, the limitations of their knowledge in finite number areas of scientific knowledge.
This classification should be considered as an attempt to build some tool or model for studying the properties and characteristics of the modeling process itself. Modeling refers to general scientific methods knowledge. Using Simulation on Empirical and theoretical levels research leads to a conditional division of models into material and ideal.
Material modeling is a modeling in which the study of an object is carried out using its material analogue, reproducing the basic physical, geometric, dynamic and functional characteristics of this object. The main types of material modeling are full-scale and analog. Moreover, both types of modeling are based on the properties of geometric or physical similarity.
Ideal modeling differs from material modeling in that it is based not on a materialized analogy of an object and a model, but on an ideal, conceivable analogy and always bears theoretical nature. Ideal modeling is primary in relation to the material. First, an ideal model is formed in the human mind, and then a material model is built on its basis.
Material Modeling
The main types of material modeling are full-scale and analog. Moreover, both types of modeling are based on the properties of geometric or physical similarity. Two geometric figures are similar if the ratio of all corresponding lengths and angles are the same. If the similarity coefficient (scale) is known, then simple multiplication the size of one figure is determined by the size of the scale of another, similar to it geometric figure. Two phenomena are physically similar if, from the given characteristics of one, it is possible to obtain the characteristics of the other by simple conversion, which is similar to the transition from one system of units of measurement to another. The theory of similarity studies the conditions for the similarity of phenomena.
Full-scale modeling is a modeling in which a real object is matched with its enlarged or reduced material analogue, which allows research (usually in laboratory conditions) by subsequently transferring the properties of the processes and phenomena being studied from the model to the object based on the theory of similarity.
Analog modeling is modeling based on the analogy of processes and phenomena that have different physical nature, but equally described formally (by the same mathematical relations, logical and structural diagrams). Analog modeling is based on coincidence mathematical descriptions various objects.
Models of physical and analog types are a material reflection real object and are closely related to it with their geometric, physical and other characteristics. In fact, the process of researching models of this type comes down to conducting a series of full-scale experiments, where instead of a real object, its physical or analog model is used.
Perfect Modeling
Ideal modeling is divided into two main types: intuitive and scientific.
Intuitive modeling is modeling based on an intuitive (not justified from the standpoint of formal logic) idea of the object of study, which cannot be formalized or does not need it. As the most a shining example The life experience of any person can be considered an intuitive model of the surrounding world. Any empirical knowledge without an explanation of the causes and mechanisms of the observed phenomenon should also be considered intuitive.
Scientific modeling is always a logically based modeling that uses a minimum number of assumptions accepted as hypotheses based on observations of the modeled object.
The main difference between scientific modeling and intuitive modeling is not only the ability to perform the necessary operations and actions for the modeling itself, but also the knowledge of the “internal” mechanisms that are used in this process. We can say that scientific modeling knows not only how to model, but also why it needs to be done. It is extremely important to emphasize important role intuition, intuitive models in science; more than one piece of new knowledge cannot do without them. The latter is unattainable only by methods of formal logic.
Intuitive and scientific (theoretical) modeling cannot in any way be opposed to one another. They complement each other well, sharing their areas of application.
Iconic modeling is a modeling that uses symbolic images of any kind as models: diagrams, graphs, drawings, symbol sets, which also includes a set of laws and rules by which you can operate with selected iconic formations and elements. Examples of such models include any language, for example: oral and written human communication, algorithmic, etc. The iconic form is used to convey both scientific and intuitive knowledge. Modeling using mathematical relationships is also an example of sign modeling.
Intuitive knowledge is a generator of new knowledge. However, not all guesses and ideas can withstand subsequent testing by experiment and methods of formal logic inherent in the scientific approach, which acts as a kind of filter for highlighting the most valuable knowledge.
Based on the growth progressing in comparison with the properties of the product, general and marginal cost fundamental physical laws lie. Improving quality is streamlining the structure of matter, transferring it from an inert state to a highly organized, unlikely state. Statistical physics and thermodynamics determine it by a progressive increase in energy costs. It can be expressed analytically in accordance with the specific content of the technological process. Let's consider this issue using the example of hydrotreating gasoline or diesel fuel. In terms of the hydrodynamic regime, the main apparatus (reactor) in this process is close to the ideal mixing model, since its purpose is to ensure maximum contact of hydrogen with sulfur uniformly distributed in the fuel. The equation this mode looks like
I have the great honor to present to you my market indicators - the fruit of many years of market research. In developing market strategies, I used the American and European securities markets both as a test and as a testing ground. But I am confident that the trading techniques that were originally designed for Western markets and have allowed traders to achieve impressive success will prove equally fruitful in the East. Moreover, I would not be surprised if in a new, developing financial market, which is the Russian market, the results will be even more impressive. This has happened in history. Although the structure of securities traded on Russian market may have its own specific features, all traders in the world are united by a single psychology and identical emotions, no matter what market they work on. Human nature, the fear of losing and the desire to win knows no linguistic or cultural boundaries. My market models perfectly take these factors into account and accurately identify areas of maximum and minimum risk.
It becomes possible to form an ideal model of a middle manager. This complex and time-consuming work receives objective parameters. For example, it would be possible to say that the model of an ideal middle manager has jV points.
P. Samuelson once said Franco Modigliani had many achievements, but the jewel in his crown was his hypothesis about the life cycle of savings. We will all sooner or later leave working age, our incomes will decrease and we will be forced to use savings to maintain our previous standard of living. Therefore, we should accumulate assets during our active life for the period when we retire. In the ideal savings life cycle model, assets are depleted at the same time as their owner's life ends. This very simple statement is largely based on modern theory savings. Modigliani used it to explain the relationship between the savings rate, the rate of economic growth, and the rate of population growth.
Based on this law, it is customary to conclude that a player operating within the ideal coin model can be sure of one thing: sooner or later his winnings will become positive.
For z binomial trials under the ideal coin model (p = q = 0.5) standard deviation
For the ideal coin model, as the number of trials r increases, the absolute deviation of the number of successes increases, and the deviation of the probability of success from its mathematical expectation decreases.
Model (6.5.1) determines the efficiency Ej r) of those securities that are bought and sold on an ideal market. Real securities may deviate from the straight line (Fig. 6.11), corresponding to the model of an ideal competitive market. The discrepancies a/ between the actual values of Ej r) and model estimates corresponding to these deviations are caused by errors in the description of the real market situation by the optimal portfolio and are called contribution alpha (a)
In any state of disequilibrium, i.e. in any situation where supply is not equal to demand, as follows from the above model, the economy shows signs of monopoly and monopsony. These signs are more pronounced the greater the disequilibrium. From this point of view, we can understand the businessman's belief that, contrary to economic theory, sales are in no way limited at the existing market price. The demand for advertising and other forms of non-price competition therefore always have higher value than in the ideal competition model.
Any iteration involves combining two models - the ideal and the model accepted terms. To maintain the unity of conclusions, the ideal model does not change, and the conditions at each stage reflect different level implementation of ideal requirements. Consequently, the iterative process not only clearly describes the development of the object, but also formulates specific factors and conditions for achieving the goals.
In this regard big job held in automotive industry, which is in many ways ahead of other industries in organizing the selection, placement and training of management personnel. The training of business executives at the Ministry of Instrumentation, Automation and Control Systems has been thoughtfully organized, taking into account the prospects for the development of the industry. The Institute of Management Methods and Techniques has been created here, where training is conducted with a separation from production of up to four months, and the entire educational process based on the use of the latest methods and technical means. As a result, learning opportunities are expanded in such a way as to minimize deviations of the characteristics of specific students from the model. ideal leader. At the same time, a chn-formation can be obtained, which allows one to correct and supplement the structure of the model itself.
Activity means that business is a social phenomenon, closely related to social systems and people's activities. Every entrepreneur should freely and on a legal basis choose his own business, without causing damage to other people, without preventing them from taking initiative and developing their business. The reasonable activity of business people usually translates into the wealth of individuals and society, affecting the size of the country's gross national product, the standard of living of citizens, the economic power of the state, the attractiveness of a particular country for living in it, etc. Of course, this is what we are talking about now we say, it can rather be attributed to the ideal business model. In fact, business has not only roses, but also thorns. The official, legal business is opposed to the shadow business. Shadow business is, for example, drug and weapons trafficking. Shadow business is being fought in all developed countries.
The ideal preference model, which is used in the case when the importance of a feature does not necessarily increase with its growth quantitative value. Then the degree of dissatisfaction by the reseller (/) for the manufacturer (/) will be represented as
Model ideal points vision
When developing promising development strategies, it is advisable to use a comparison with a model of an ideal organization to assess the quality of the proposed strategic concepts. The absolute quality indicator of an ideal model is found by calculating the integral assessment according to maximum values quality characteristics achieved by any organization included in the group.
Example 8. Let us consider the thermodynamic potentials of an ideal compressible gas. The model of an ideal compressible non-heat-conducting gas is specified by the internal energy density U(p, S). We will assume that the Cauchy problem for the system of equations of an ideal compressible gas is correct. To fulfill this requirement, it is sufficient that the system of equations be hyperbolic. It is easy to verify that the hyperbolicity condition reduces to the condition that the pressure p = pr dU(p, S)/dp increases with increasing density. Thus, the internal energy density must satisfy the constraint
For centuries, the model of a man attractive to women has been constructed. Of course, in this model there were historical and national characteristics. However, the universal is high specific gravity social qualities place in the social hierarchy, the ability to create conditions for an acceptable life for one’s family, etc. In the model ideal woman the unconditional dominant among all peoples was its sex appeal. Hence the peculiarities of male consumption; it is aimed at constructing not so much sex appeal, but social respectability in the eyes of not only women, but also their parents and the entire environment. Thus, male consumption is not as sexually oriented as female consumption.
The material environment, especially architecture, is directly related to politics. For example. Plato's model of an ideal "polis" (city-state) - the legendary Atlantis - for a number of centuries served the purpose of social and aesthetic vision of a perfect way of life.
Once the situation has been interpreted and resources have been assessed, a business strategy must be developed. Business strategy is the culmination of the concept of control. It determines a more or less stable and meaningful line of behavior of a company or business, which is aimed at realizing their relatively long-term interests and draws a bundle of development vectors. Strategy does not necessarily imply a model perfect condition, which a company or business needs to achieve in the future. She represents the trajectory initial movement and the principles that should guide their activities. In the process of developing a business strategy, the necessary information is collected, marketing research is conducted, business negotiations are organized, and business plans are developed. It is the presence of such a strategy that turns economic agents into actual actors. Without it, talking about the existence of actors in the proper sense of the word, in our opinion, is not entirely legitimate.
Managers and specialists who improve their qualifications certainly have a certain understanding of the factors that determine the success of management activities. However, it is also certain that everyone has their own ideas. But the degree of criticality of the employee’s assessment of his managerial potential, as well as the potential of those promoted to the reserve and elected to leadership positions, depends on their correctness. Therefore, the construction of a model of the “ideal leader” by the students themselves and its collective discussion are of fundamental importance.
Then all players participate in the development of a collective assessment of the factors of managerial potential, i.e., the model of the “ideal leader”. A table is drawn on the board, and the marks given by separate groups, and on their basis a collective, generalized assessment is developed. In this case, column 6 is filled in.
Thus, the quality of compiling financial ratings of credit institutions could be significantly improved by creating a rating that represents the bank’s positioning on a certain segment, as lower limit which would use the values of the system of indicators obtained from the analysis of the financial statements of credit institutions that are insolvent (statistics of bank failures), and the top one would be the model of an ideal bank.
Two types are used internal models ideal or real. Ideal model is a model that does not take into account how a company should implement itself in practice. This model does not take into account, for example, that the company is geographically distributed across several branches. The actual model takes all these factors into account. It takes into account that the company does not currently have personnel with the level of competence assumed by the ideal model. In many cases, it is enough to build an ideal model and let the company itself decide how it should work to get closer to the real model (see Chapter 7).
Ideal and real object models. In cases where the decision is made to build both object models, a sequence of versions of the business model is created. In the first version, the ideal model is considered as a starting point, which is transformed into real model. The ideal model is considered as desired goal, showing the direction in which the business should be promoted. If the goals change in the future, then the ideal model is used as a basis for making necessary changes before their inclusion in the real model. To justify having more than one business model, the added value must exceed the cost of creating the second model.
Specification P-model Ideal
Based on the use of an ideal business model, the essence of which is that the established theoretical optimum of an enterprise’s economic activity serves it as a measure of actual results (see Chapter 23). Thus, General Motors, which was on the verge of collapse in 1921 when A.P. Sloan joined it, followed this path and became the largest automobile company. He began by thinking about what the company should look like in the American market, then he drew up a blueprint for future work, and within five years the company was able to rise to a leading position in the market.
One thing to note here psychological feature thought processes person, influencing in this case on the criteria for their choice of other people. Although real employees have not yet been selected, they already exist in the manager’s imagination in the form of certain standards for assessing future candidates for a particular position in the organizational structure of the team. After all, we cannot imagine any position in the abstract, outside human activity. Therefore, a model of an ideal, from our point of view, worker involuntarily arises in our minds. Thus, the problem of choice comes down to the problem of matching a mental model with real candidate. Managers are usually pretty clear about good worker and very vaguely - bad, so any deviation from the ideal mental model unwittingly harms the real candidate.
The variational equation for viscous fluidity becomes holon if the dissipative term or inertial term is neglected. In the first case we arrive at the model ideal liquid. The second case of Stokes flow of a viscous fluid will be considered in this section.
The feasibility of creating ideal models when modeling as should be determined by a number of aspects. Model ideal process serves as the initial solution for implementing processes as they should be and subsequently forms the basis for continuous process management. Thus, despite short-term restrictions, innovative concepts for organizing economic activities, which are, as a rule, longer-lived than technical or organizational restrictions, are not excluded from consideration. As,
S.P.Aukutsionekom1. It is obvious that explanations based on subjective mistakes of politicians or on the specificity of the pre-reform Russian economy (groups 1 and 2 according to Aukucionek’s classification) may be relevant to differences in the depth and duration of the recession between Russia and some countries Central Europe and the Baltic states. However, they are clearly not general enough to apply the apparatus of modern economic theory. There remain theories associated with the diverse but widespread difficulties of adapting the economy to the new rules of the game (3rd group according to Aukucionek) and, finally, theories of ideal transition (4th group), which assume instantaneous and cost-free adaptation, and as the only explanatory factor is used to change the target function of business units from achieving target levels of gross indicators (primarily production and employment) to maximizing profits Business reengineering - Reengineering of organizations and information Technology (1997) -- [
When a logical construct is called an ideal model, this means that it has been introduced into cognition new object, which mentally reproduces certain properties original. All ideal models of real objects are built on the basis of initial knowledge about really existing objects. They are taken from the results of experiments on real objects. Ideal models are built in relation to those aspects of real objects that are unobservable. Unobservable are those aspects of real objects that cannot be perceived either with the help of the senses or with the help of existing instruments. The purpose of constructing ideal models is to explain what is observable in real objects. Ideal models are considered reliable if they do not contradict established laws nature, do not lead to formally logical contradictions and not only explain what is observable in an object, but also predict new properties of the object. Moreover, these properties must be confirmed experimentally. Any ideal model cannot answer all questions related to a real object, since it reproduces only certain properties of the original.
Let us illustrate these features of ideal modeling using the example of the evolution of model concepts of the atom. Atom is the smallest component a substance in which the individuality of a chemical element is preserved. IN modern science The dominant view is that, under normal terrestrial conditions, any solid, liquid and gaseous substances made up of atoms (or molecules) of one or more chemical elements. Therefore, it can be argued that atoms act as the building “bricks” of matter. This means that they must be responsible for its mechanical, chemical, electrical, magnetic and other properties.
It is well known that the idea atomic structure substance originated in Ancient Greece. However scientific basis this idea received only in the 19th century, as a result of research into chemical transformations, the phenomenon of electrolysis, and the development kinetic theory matter.
Until the 20th century, the atom was considered as an indivisible, structureless particle of matter. In 1897, J. J. Thomson discovered the electron while researching cathode rays. However, back in the 1880s. Based on the laws of electrolysis, G. Helmholtz and J. Stoney independently predicted the existence of an “atom of electricity,” that is, an indivisible amount of electric charge.
By the beginning of the 20th century, the question was raised about internal structure atom. At that time, there were no technical devices that would allow one to look inside the atom. At the same time, it was necessary to explain the amazing periodicity chemical properties elements discovered by D.I. Mendeleev, and the laws of optical spectra. There is only one way left: to mentally construct the structure of the atom, in other words, to create its ideal model.
One of the first models of atomic structure was proposed in 1904 by J. J. Thompson. According to Thompson, Z electrons, each of which has a charge –e, are in certain equilibrium positions inside a positive electric charge +Ze continuously distributed throughout the volume of the atom, forming an electrically neutral system. Electrons can oscillate around their equilibrium positions and emit and absorb electromagnetic radiation. IN complex atom electrons are distributed in rings of a certain radius, which determines the periodicity of the properties of the atom.
"Direct" experimental study the structure of the atom was carried out in 1911 by E. Rutherford. He studied the passage of alpha particles, which are positively charged, through thin foil. These particles were deflected at small angles (1 0 - 2 0), which indicated that the positive charge of the atom is concentrated in a very small area, about 10 -13 cm. Based on this conclusion, E. Rutherford creates a planetary model of the atom: the atom consists of a heavy, positively charged small nucleus and negatively charged electrons rotating around it.
The nucleus of a hydrogen atom is called a proton. Electric charge proton is positive and equal in magnitude to the charge of the electron. Protons are part of all nuclei. It was not until 1932 that the neutron was discovered and it was established that atomic nucleus consists of protons and neutrons. The mass of a proton is 1836 times, and the mass of a neutron is 1839 times more mass electron. This means that almost the entire mass of an atom is concentrated in its nucleus. The dimensions of an atom are determined by the dimensions of its electron shell. They are about 10 -8 cm.
This model of the atom explained (in fact, allowed for a deep understanding) of the chemical and most of the physical properties (optical, electrical, magnetic) of matter. However, according to the laws classical electrodynamics An electron rotating around a nucleus must continuously emit electromagnetic waves and as a result lose your energy. The radius of its orbit must continuously decrease. The electron must fall onto the nucleus after a short time. This contradicts the observed stability of the atom. In addition, the spectrum of an atom is not continuous, but consists of narrow spectral lines. This means that an atom emits and absorbs electromagnetic waves of only selected, specific frequencies characteristic of a given chemical element.
Science demanded improvements to Rutherford's model of the atom. It was produced by N. Bor. N. Bohr based his ideal model of the atom on two postulates:
1. There are stationary (not changing with time) states of the atom, characterized by a discrete set of “allowed” energy values: E 1, E 2, E 3 ... In these states, the atom does not radiate. A change in the energy of an atom is possible only during a quantum (jump) transition from one steady state to another.
2. An atom emits and absorbs electromagnetic radiation of a certain frequency in the form of a light quantum (photon) with energy hn ik (where h is Planck's constant), moving from one stationary state with energy e i to another with energy e k, while
hn ik = e i - e k (e i > e k).
When a photon is emitted, the atom goes into a state with lower energy, and when absorbed, it goes into a state with higher energy. Set of possible discrete frequencies
n ik = (e i - e k) / h quantum transitions and determines the line spectrum of an atom.
N. Bohr's theory encountered fundamental difficulties when trying to describe complex (containing more than one electron) atoms. For example, she could not explain the combination of atoms into molecules. Final decision all questions and contradictions that emerged during the research atomic phenomena, was achieved as a result of the creation of quantum mechanics.
This, in brief, is the evolution of ideal models of the atom.
From all that has been said, the following conclusions can be drawn.
1. The creation of ideal models in physics is the path of transition of physics to the understanding of physical phenomena.
2. Ideal models are built in physics only in relation to the unobservable aspects of the objects being studied. They must not only explain what is observed in the object being studied, but also predict its new properties, and these predictions must be confirmed experimentally.
3. No matter how perfect the ideal model of the object being studied is, there is always a class of problems that cannot be solved using this model. This is a consequence of the fact that any ideal model of a real object mentally reproduces not all, but only some of its properties.
What kind of staff should the receptionist or call center of your clinic have?
How should we behave?
Here are the most common answers we have heard during our work: from clinic managers, registry managers or chief doctors:
We also asked them why, in their opinion, their employees still do not meet all their requirements.
We don’t argue - this happens. But the share of such employees is no more than 10% of the entire team. And if ALL the reception staff do not meet the desired parameters, then most likely The problem is not only with them.
One of the most common reasons why an employee does not do what his manager wants him to do is because the employee does not understand what EXACTLY is required of him, means by your wishes something else, “your own”.
Example #1: You never know, people like you... come to the clinic
Here is an example from our experience:
Once at the clinic we were diagnosing the work of the reception. We analyzed the dialogue that arose between the administrator and the patient:
Administrator: Introduce youreself.
Patient: Sidorov is my last name.
Administrator: Please give me your first and middle name. Few of you Sidorovs come...
When we discussed this situation with the administrator, we asked what the manager wanted from her. She answered: so that she is attentive to patients and behaves in a client-oriented manner. And the administrator is sure that she did just that!
In her opinion, the words spoken to the patient are not offensive. She simply stated the fact that quite a lot of people with that last name come to the clinic. She was not given clear requirements on how exactly she should ask such questions to patients...
Example #2: Read what is written!
Here's another example on this topic:
One day child Center hosted a master class by a famous specialist. We were contacted by management to organize calls with secret patients to find out how administrators answered questions about an upcoming event.
When a secret patient approached the children's center, introducing himself as a parent, the following dialogue took place with the administrator:
Secret patient: Hello, can you please tell me more about the master class that you will have this weekend?
Administrator: The master class will take place on Saturday at 14.00.
Secret patient:Oh, tell us in more detail: what is the topic, who is conducting it?
Administrator: The master class will be free.
Secret patient: What will happen in this master class? Tell me, please?
Administrator: How did you hear about our master class?
Secret patient:From a booklet that was handed out to us in kindergarten.
Administrator: Great, then open this booklet and read it, everything is written there.
(If the secret patient were real, then most likely he would have already made obvious conclusions about this center for himself, and that would be the end of the conversation. But the task of our secret patient is to understand why the employee makes this mistake, so he continued the conversation).
Secret patient: I guess I won’t come to your center... thank you for such comprehensive information.(said the secret patient, intonation emphasizing his offense)
Administrator(sighs heavily): You know, I'm really sorry, I didn't mean to sound rude. I myself am very uncomfortable, but my supervisor forbade me from consulting and told me not to tell anything unnecessary, but to only say that everything is written in the booklets.
Who is guilty?
It becomes obvious that the employee is not to blame in this situation. The administrator simply interpreted her manager’s demand differently: “You need to answer what is written in the booklet.” The manager meant that you can only tell what is stated in the booklet and not give other information. And the administrator realized that she needed to say: “You can read everything about the event in the booklet.”
There are statistics that say that 10% of employees will perform poorly and 10% of employees will always perform well, regardless of the actions of the manager. 80% of employees work the way they are led.
It is very important that the wishes and requirements that the manager makes for the employee’s work, were as specific and clear as possible.
Any requirement that can be read in two ways by an employee will be perceived by him in such a way that fulfillment requires minimal effort.
There is nothing reprehensible in this - it is simply a feature of our psychology.
The managers of the call center and reception pay attention to great attention and a lot of time to carefully explain organizational things to employees: where and what documentation should be located, how to fill it out, how work should be organized during lunch, how to work with software And so on.
At the same time, one of the key processes - the process of communication with the patient - remains at the level of vague wishes: to be active, attentive and nice. And these wishes, naturally, can be read by employees in a way that suits them.
What to do?
To avoid this and organize work as efficiently as possible, you need to use one of the key management tools available to the head of a commercial clinic. This tool is an ideal model of employee communicative work.
The ideal model is part of the standards (you can find out more about them in the article “Standards for and against”).
Tool Ideal Model
The ideal model is the standard, the most detailed image, which is optimal for your clinic employee.
The ideal model for a call center operator or receptionist consists of:
- Specific speech modules, scripts that the employee pronounces to the patient
- Algorithms of action in different situations
- Emotional modeling of these speech modules
Now let's look at each component of the ideal model in a little more detail.
Speech modules
It is important to give the employee a clear idea of exactly how he should speak to the patient, how to formulate his offer to make an appointment, how to ask the patient to see a doctor, and how to correctly formulate a refusal to make an appointment, for example.
It is also important to consider emotional modeling: what emotions he should put into his words, how this should be reflected in his facial expressions, the posture in which he talks to the patient.
Action algorithms
An employee must understand, for example, exactly how to deal with a patient who really asks to make an appointment for today or tomorrow, but there is no room in the schedule.
Moreover, the operator’s behavior in such a situation should be considered taking into account several features of this case:
- if the patient has already come to the clinic;
- if the patient called the clinic;
- if he called, but he saw the doctor he wants to make an appointment with yesterday;
- if he came from afar specifically to get an appointment with a specific doctor.
That is, there is a whole series of criteria that are very important to take into account, and in this case the recording algorithm may change. For any such algorithm, the number of options for the development of events is limited.
It is an illusion that the situation can turn out any way. In fact, there are always typical 2-3 options for the development of events, and the employee must clearly understand in which case and how he should behave.
The ideal model should be formed in the head of the clinic director BEFORE than he begins to demand anything from his employees.
This model will become the basis for any corporate training, because any training should consist of the most specific techniques possible, specific phrases, specific algorithms. Otherwise, employees will not understand what exactly needs to be done.
In addition, the ideal model is a tool without which it is difficult to build quality system motivate the employee and build his KPI, because without it it is not clear what exactly should be included in the bonus system or control checklist. That is, even control is ultimately built on the basis of an ideal model.
If you leave this up to employees, then most likely they will do it not in the interests of the business, but in their own personal interests. For example, so that you work less and stress less, at a time when, for example, the business's interest may lie in more active recording or in creating a certain impression. Therefore, the development task The ideal model almost always falls on the shoulders of the leader.
Be sure to pay attention to this issue and see what the ideal model of work for a receptionist or call center employee in your clinic is, how it is written, how well employees are familiar with it, and how the Ideal Model is controlled.
This is important because it is collateral successful, systematic and least costly management, and successful work your clinic and high level records.