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Alvites, H., Flores, J. (2023). Gestión por procesos para la mejora de la eficiencia en la empresa Sedalib S.A. [Tesis, Universidad Privada Antenor Orrego]. https://hdl.handle.net/20.500.12759/11951
Alvites, H., Flores, J. Gestión por procesos para la mejora de la eficiencia en la empresa Sedalib S.A. [Tesis]. PE: Universidad Privada Antenor Orrego; 2023. https://hdl.handle.net/20.500.12759/11951
@misc{renati/373766,
title = "Gestión por procesos para la mejora de la eficiencia en la empresa Sedalib S.A.",
author = "Flores Narro Edwin, Joel Alexander",
publisher = "Universidad Privada Antenor Orrego",
year = "2023"
}
Title: Gestión por procesos para la mejora de la eficiencia en la empresa Sedalib S.A.
Advisor(s): Urcia Cruz, Manuel
OCDE field: http://purl.org/pe-repo/ocde/ford#2.11.04
Issue Date: 2023
Institution: Universidad Privada Antenor Orrego
Abstract: La investigación tiene como objetivo principal elaborar una propuesta de gestión
por procesos para mejorar la eficiencia en la empresa SEDALIB S.A., 2022. Se
aplicó un diseño no experimental transversal, aplicando las técnicas de entrevista,
observación y análisis documental, como instrumentos del cuestionario y hoja de
registro de datos. La población y muestra estuvo constituida por todos los procesos
de gestión que tiene el área de atención al cliente de la empresa Sedalib S.A.;
teniendo como resultado que los cinco indicadores tomados en cuenta tuvieron un
resultado satisfactorio como, servicios en comunicación 78.02%, aumentó en 97%,
en atención se redujo de 7:00 minutos a 5:00, en ocurrencias se redujo de 2.17% a
0.46%, quejas y reclamos disminuyó de 1.83% a 0.40%, en gestión de
abastecimiento aumentó de 48% a 93% y en observaciones en el mes disminuyó
de 6% a 1%; también mediante el cuestionario se obtuvo un efecto muy positivo del
50%, evidenciado el resultado con la prueba estadística en la tabla de baremos con
un rango de 26%-50%, por lo que se acepta la hipótesis.
The main objective of the research is to develop a process management proposal to improve efficiency in the company SEDALIB S.A., 2022. A cross-sectional nonexperimental design was applied, applying the interview, observation and documentary analysis techniques, as instruments of the questionnaire and data recording sheet. The population and sample consisted of all the management processes of the customer service area of the company Sedalib S.A, taking as a result that the five indicators taken into account had a satisfactory result such as communication services 78.02%, increased by 97%, in attention it was reduced from 7:00 minutes to 5:00, in occurrences it was reduced from 2.17% to 0.46 %, complaints and claims decreased from 1.83% to 0.40%, in supply management it increased from 48% to 93% and in observations in the month it decreased from 6% to 1%, also through the questionnaire a very positive effect of 50% was obtained, showing the result with the statistical test in the table of scales with a range of 26%- 50%, so the hypothesis is accepted.
The main objective of the research is to develop a process management proposal to improve efficiency in the company SEDALIB S.A., 2022. A cross-sectional nonexperimental design was applied, applying the interview, observation and documentary analysis techniques, as instruments of the questionnaire and data recording sheet. The population and sample consisted of all the management processes of the customer service area of the company Sedalib S.A, taking as a result that the five indicators taken into account had a satisfactory result such as communication services 78.02%, increased by 97%, in attention it was reduced from 7:00 minutes to 5:00, in occurrences it was reduced from 2.17% to 0.46 %, complaints and claims decreased from 1.83% to 0.40%, in supply management it increased from 48% to 93% and in observations in the month it decreased from 6% to 1%, also through the questionnaire a very positive effect of 50% was obtained, showing the result with the statistical test in the table of scales with a range of 26%- 50%, so the hypothesis is accepted.
Link to repository: https://hdl.handle.net/20.500.12759/11951
Discipline: Ingeniería Industrial
Grade or title grantor: Universidad Privada Antenor Orrego. Facultad de Ingeniería
Grade or title: Ingeniero Industrial
Juror: Muller Solón, José Antonio; Sánchez Salcedo, María Mercedes; De la Rosa Anhuamán, Filiberto
Register date: 23-Nov-2023
This item is licensed under a Creative Commons License