Bibliographic citations
Pereda, A., (2017). Implementación de un plan de mejora en el proceso de evaluación de pedidos de libros escolares del área de créditos de la empresa Lexicom S.A.C [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/12426
Pereda, A., Implementación de un plan de mejora en el proceso de evaluación de pedidos de libros escolares del área de créditos de la empresa Lexicom S.A.C [Tesis]. PE: Universidad Privada del Norte; 2017. https://hdl.handle.net/11537/12426
@misc{renati/1690423,
title = "Implementación de un plan de mejora en el proceso de evaluación de pedidos de libros escolares del área de créditos de la empresa Lexicom S.A.C",
author = "Pereda Perez, Alonzo Rolan",
publisher = "Universidad Privada del Norte",
year = "2017"
}
ABSTRACT LEXICOM SAC is a Peruvian publishing and commercial company with experience, beginning in 2011, currently covers 28% of the national school market, dedicating itself to the commercialization of school texts of initial, primary and secondary levels, meeting the standards of quality and According to the National Curriculum Design of the Peruvian Ministry of Education, the present investigation is focused on the area of credits which has among its main internal customer to the sales area who has four phases; Sales (December to March), Post-Sale (April to July), Preparation of Campaign for the following period (August and September) and Pre-Sale (October to December). LEXICOM SAC's target market is private and Parish of Lima and provinces (through bookstores). The area of credits plays an important role within the company editions LEXICOM SAC, which has a direct relationship with the sales area, both areas complement processes for the achievement of results in the commercial area of LEXICOM SAC., Area whose function is To evaluate all types of customers in the credit, this is obtained with the requirements that the client gives the company (DNI of the manager of the institution to request credit, operating license, RUC number, among other relevant documents), Thus triangulating information to Sunat, Infocorp and other entities that allows you to have qualitative information and make the right decision, whether or not it is suitable for the requested credit. The seller is the one who enters the customer's data into the virtual system (made by the company), with which the evaluation process starts, whether or not the customer's credit is approved, the credit area when evaluating enters the virtual system if it is Approved or disapproved the client, if approved passes the order to the warehouse area where it comes to his office, that in many cases a large quantity is reached to the warehouse for dispatches by not doing the right processes and with appropriate times, otherwise this process Does not contemplate a re-evaluation and is detected a lack of coordination with the sales area (the communication policies between the areas are not defined). In consequence of this deficiency of the area of credits; By not having a defined and efficient process of evaluating the orders that enter the company through the virtual system; It generates problems and hurts in relation to the other areas to have to perform their most uncomfortable work by the amount of activities that were not carried out in time, harming the customers, sellers, warehouse and the company in general. To this end, we will establish the objectives that will respond to all the problems that arise in this area of credit and are: Improve the process of analysis and evaluation of the requests of the area of credits, evaluate the development of the staff in their functions, Sellers and collectors the incorrect evaluation of customers when the orders are rejected by the area of credits, Reduce the economic losses of the company and finally Improve the evaluation and communication process so that it benefits the sellers in their established goals. With these specific objectives we will have as a result the general objective of Improving the efficiency of the process of evaluation of school book orders in the area of loans of the company LEXICOM SAC for an optimal result. With the methodology of surveys and interviews, we performed the analysis of the information obtained and gave us as results part of the solution set out in the objectives. It is very important to understand who the customer is, the majority of employees associate that person who buys and consumes the products of a company, if they are important, but we must be clear that it is not the only interest group as we see it Two ways the internal customer and the external customer or think identifying customer-seller that exists in a company. (Krajewski, Ritzman, & Malhotra, 2013, p. 100) Developing and improving these objectives will result in an efficient process of evaluating customers and orders of school books in the area of credits which will bring economic benefits to the company. Especially the interest of the organization in obtaining results that favors the company LEXICOM SAC in improvements in the processes that is necessary. By applying indicators, charts, graphs, evaluating processes continuously and above all managing a better communication with the sales area, this will lead us to be at the forefront of large companies, while at the same time making all employees aware and aware of how Affects the company when there are flaws that can cause a deficiency in its processes. But we ask ourselves: are the processes that are established the most efficient and effective in the organization? "By normalizing the execution of the company's processes, it brings efficiency (we do everything that needs to be done and only that) and effectiveness (to a great extent we predict its outcome)" (Pérez 2015, p.42) The present research achieves the improvement in the process of evaluation of orders of the area of credits, and gives positive result; By minimizing customer complaints, the credit area is efficient and efficient, the salespeople will reach the proposed goals and that the collection staff will be motivated, which is reflected in their income. In short, the organization is strengthened by integrating the processes for the common objectives resulting in a successful commercial system.
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