Bibliographic citations
Contreras, R., Yllesca, L. (2025). Mejora del proceso de capacitación e inducción de funciones al personal operativo de la estación de servicio SERTRACON [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/683842
Contreras, R., Yllesca, L. Mejora del proceso de capacitación e inducción de funciones al personal operativo de la estación de servicio SERTRACON [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2025. http://hdl.handle.net/10757/683842
@misc{renati/1300867,
title = "Mejora del proceso de capacitación e inducción de funciones al personal operativo de la estación de servicio SERTRACON",
author = "Yllesca Bailon, Luis Santos",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2025"
}
The main objective of this professional sufficiency work is to improve the training and induction process of the operational staff of the SERTRACON service station. A study was carried out to evaluate the level of relevance and effectiveness of the current training process and how it generates problems at the operational level: cash mismatches, incorrect use of pumps, inadequate management of payment methods and high staff turnover, through internal information from the company and interviews with staff. Three alternative solutions were identified, with the implementation of the Kirkpatrick model being the most appropriate, since it allows evaluating the effectiveness of training at four levels: reaction, learning, behavior and results to establish improvement mechanisms. The proposal is aligned with SERTRACON's vision of optimizing service quality and reducing operating costs associated with staff turnover. It is expected that the implementation of the selected model will increase customer satisfaction and improve efficiency in the sales process.
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