Bibliographic citations
Dávila, C., Quispe, L. (2023). Incremento del nivel del servicio del canal e-commerce para la línea de repuestos de motores industriales a través de BPM y JIT en Perú [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/671926
Dávila, C., Quispe, L. Incremento del nivel del servicio del canal e-commerce para la línea de repuestos de motores industriales a través de BPM y JIT en Perú [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/671926
@misc{sunedu/3596911,
title = "Incremento del nivel del servicio del canal e-commerce para la línea de repuestos de motores industriales a través de BPM y JIT en Perú",
author = "Quispe Palomino, Luis Alberto",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
The scope of this thesis is the proposal for improvement in the main service processes of the ecommerce channel of the company La Automotriz, dedicated to the marketing of industrial engine spare parts; with the purpose of reducing waste in service processes and increasing the number of commercial leads concluded for sale. The main objective is to improve the level of customer service. After reviewing the literature and root causes, it was determined that the unproductive times in the processes, the delays, the lack of training and the lack of agile action in the processes, result in a conclusion of less than 3% of sales of the total visits to the e-commerce “Laautomotriz.pe”. At a general level, the result of the project in the first quarter has decreased by 30%, the waiting queues for specialized advice are reduced, which translates into an increase in billing in percent through this channel through the execution of agile tools that allow the establishment of activities not considered in the initial design of key processes, adding functions that generate value and eliminating those that do not.
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