Bibliographic citations
Torres, A., (2019). Metodología para identificar factores de las satisfacción del cliente y elaborar propuesta de mejora empresa de telecomunicaciones área Supply Chain Management [Trabajo de suficiencia profesional, Universidad Nacional Agraria La Molina]. https://hdl.handle.net/20.500.12996/4066
Torres, A., Metodología para identificar factores de las satisfacción del cliente y elaborar propuesta de mejora empresa de telecomunicaciones área Supply Chain Management [Trabajo de suficiencia profesional]. : Universidad Nacional Agraria La Molina; 2019. https://hdl.handle.net/20.500.12996/4066
@misc{renati/1116503,
title = "Metodología para identificar factores de las satisfacción del cliente y elaborar propuesta de mejora empresa de telecomunicaciones área Supply Chain Management",
author = "Torres Alvarado, Aaron Christian",
publisher = "Universidad Nacional Agraria La Molina",
year = "2019"
}
The measurement of customer satisfaction is important for every company, but its measurement is based on corporal aspects, perceptions, possibly sales and factors that are not quantified. Given this, the present work is based on a real experience about how to measure customer satisfaction and the search for factors to improve it, all within supply chain. The present investigation addresses the analysis of customer satisfaction with the supply chain for the years 2016 to 2017. It should be noted that this chain covers three main subjects: delivery time, logistics service and cost reduction. It also proposes the development of an improvement plan to be implemented in the coming years, taking into account the challenge that in previous years the satisfaction gap with competitors decreased. The research was carried out based on the explanatory method, obtaining information from the source such as interviews and literature review. The target audience was defined to analysts, managers, managers and directors in the areas of Networks and Purchases. It was possible to obtain information from 132 respondents to whom they were asked to rate the service of the supply chain. The company in which the study was made is called Telecom Enterprise and its main clients are Telefónica, Claro and Entel. The importance of having a happy customer is not only for the telecommunications sector, it is for all areas, the particular thing in this research is the comparison with the main competitors. According to the conclusions, the company will make the decisions to increase the perception of satisfaction. A quantitative analysis was used, however, it is also considered that the solution lies in the interaction between people, planning, empathy and the creation of value to the serv
This item is licensed under a Creative Commons License