Bibliographic citations
Llique, G., (2019). Implementación de los procesos de negocio en la satisfacción del cliente de la empresa comercializadora de maquinaria de la ciudad de Cajamarca [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/21576
Llique, G., Implementación de los procesos de negocio en la satisfacción del cliente de la empresa comercializadora de maquinaria de la ciudad de Cajamarca [Tesis]. PE: Universidad Privada del Norte; 2019. https://hdl.handle.net/11537/21576
@mastersthesis{renati/1683221,
title = "Implementación de los procesos de negocio en la satisfacción del cliente de la empresa comercializadora de maquinaria de la ciudad de Cajamarca",
author = "Llique Gallardo, Gilmer Rafael",
publisher = "Universidad Privada del Norte",
year = "2019"
}
The objective of this paper is to determine if the Implementation of Business Processes affects the customer satisfaction of the machinery trading company of the city of Cajamarca, the Design and Implementation of Business Processes - BPM (Business Process Management ) in the company with support of the BPMN technique (graphic and standardized notation) for the process diagramming, likewise, the Business Processes Implementation Plan, FODA analysis, ISHIKAWA analysis complemented with 6M's, was presented and made, and the customer satisfaction survey, the satisfaction of the clients in the company was measured in 2016 and in the year 2017, then the customer satisfaction was compared, resulting in the customer's satisfaction improving, demonstrating that through the development and implementation of the Business Processes, it was improved in all the activities of the company, Thus, a greater degree of customer satisfaction, Management by Business Processes - BPM is an integral way to model, optimize, control and perform the continuous improvement of the company's processes to add value to customers and comply with the strategy of business, it allows to know all the doing of the organization, without bias (systems, quality, etc.) so a visible and comparable asset is obtained.
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