Bibliographic citations
Ceron, B., Yucra, B. (2019). Modelo de referencia para la mejora de procesos identificados a partir del análisis de la experiencia del cliente con herramientas de Design Thinking en MYPES [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/648673
Ceron, B., Yucra, B. Modelo de referencia para la mejora de procesos identificados a partir del análisis de la experiencia del cliente con herramientas de Design Thinking en MYPES [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2019. http://hdl.handle.net/10757/648673
@misc{renati/386404,
title = "Modelo de referencia para la mejora de procesos identificados a partir del análisis de la experiencia del cliente con herramientas de Design Thinking en MYPES",
author = "Yucra Gutierrez, Brenda Belen",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2019"
}
Nowadays, micro, small and medium enterprises from OECD (Organization for Economic Cooperation and Development) member countries and Latin America provide between 60% and 70% of jobs, with microenterprises being the main suppliers in Latin America, reaching 90% of job creation in countries such as Colombia, Ecuador and Mexico, thus demonstrating their importance. However, this sector presents a series of problems that impede its growth, such as the lack of knowledge in information technologies and deficient organizational rigidity. In Peru, according to the Association of Entrepreneurs, SME’s contribute around 40% of the Gross Domestic Product and employ around 60% of the Economically Active Population. However, according to the Global Entrepreneurship Monitor (GEM), the rate of new businesses over 3.5 years old stands at 6.6%. One of the causes is that Peruvian SMEs are not interested in acquiring knowledge of resource management, due to the fact that only 19% attend training on business management, while, according to studies conducted with various companies, 84% of customers feel ignored, thus becoming another threat to their useful life. As a proposal of solution, there are tools of Design Thinking, focused on identifying all the interactions that the clients have with the organizations in order to make improvements in their processes. The objective of this study is to define a practical guide that uses these tools to set the step by step that a SME must follow to know how the consumer interacts with the organization and the redesign of the service that supports it.
This item is licensed under a Creative Commons License