Bibliographic citations
Torres, G., (2021). Diseño de un Modelo Post – Venta basado en las metodologías de KAIZEN y Gestión por Procesos aplicado a una Pyme de rastreo vehicular en Lima Metropolitana con problemas de Pérdida de clientes [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/657909
Torres, G., Diseño de un Modelo Post – Venta basado en las metodologías de KAIZEN y Gestión por Procesos aplicado a una Pyme de rastreo vehicular en Lima Metropolitana con problemas de Pérdida de clientes [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2021. http://hdl.handle.net/10757/657909
@misc{renati/397640,
title = "Diseño de un Modelo Post – Venta basado en las metodologías de KAIZEN y Gestión por Procesos aplicado a una Pyme de rastreo vehicular en Lima Metropolitana con problemas de Pérdida de clientes",
author = "Torres Morales, Gianella Katherine",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2021"
}
In recent years, the Telecommunications sector has become more competitive due to the expansion of information technologies such as Global Positioning Systems (GPS), which is currently used in many companies throughout the world. In this context, leading companies are directing their efforts to improve the quality of their key processes in order to generate competitive advantages and to build loyalty among their customers. Nevertheless, recent investigations have found evidence that small and medium-sized enterprises (SMEs) still face challenges in managing a quality service focused on satisfying costumer´s needs, caused by being unaware of the importance of creating a competitive advantage. For this reason, this investigation elaborates a model focused on the improvement of key after-sales processes of an enterprise and on the increase of customer satisfaction by the integration of two methodologies: Process management and KAIZEN. This document has the following phases: the first phase defines an initial situation and the client’s requirements, elaborates new workflow processes, formulates relational marketing strategies and proposes a system of Key Performance Indicators (KPIs); the second phase focuses on the execution of personnel training, processes and formulated strategies; the third phase evaluates results and the fourth phase standardizes improvements. The model was validated with a pilot plan applied on a SME that has GPS vehicle tracking as its core business, and that was previously facing problems due to loss of its main clients. The results obtained were an increase of 5.21% in customer satisfaction, 26% increase in process quality, 25% increase in the level of efficiency, 40.88% increase in meeting the dates of technical service and 40% increase in contract renewal.
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