Bibliographic citations
Zelada, C., (2017). Propuesta de mejora de los procesos de servicio postventa de una empresa comercializadora de bienes de capital [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/625605
Zelada, C., Propuesta de mejora de los procesos de servicio postventa de una empresa comercializadora de bienes de capital [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2017. http://hdl.handle.net/10757/625605
@mastersthesis{renati/368319,
title = "Propuesta de mejora de los procesos de servicio postventa de una empresa comercializadora de bienes de capital",
author = "Zelada Zavaleta, Carlos Segundo",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2017"
}
The main theme of this study is the improvement of the customer service process and the planning of the work order in a company that sells capital goods and services. This process was analyzed through a sequential quality tool, specifically the methodology of the 15 steps which is based on the fundamental steps of the PEVA. The work was structured in 4 chapters. The first presents the theoretical framework on which the study is based, the second is the diagnosis of the current process. In the third one, the improvement proposal is elaborated and its cost benefit is analyzed and finally, the conclusions and recommendations to the study were written. The conclusions of the diagnosis of the process were two; lack of standardization in the process of "customer service" and lack of standardization in the process "planning of the OT". These two problems were focused to solve them through an alternative or global improvement proposal, which includes its respective cost-benefit analysis. At the end of the work, it was determined that the suggested recommendations will have a long-term benefit compared to the cost of not making the suggested improvements.
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