Bibliographic citations
Franco, T., Rojo, I. (2021). Organización por procesos y su influencia en el servicio al cliente de la empresa Inversiones Pinto S. A. C. [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/28752
Franco, T., Rojo, I. Organización por procesos y su influencia en el servicio al cliente de la empresa Inversiones Pinto S. A. C. [Tesis]. PE: Universidad Privada del Norte; 2021. https://hdl.handle.net/11537/28752
@misc{renati/401368,
title = "Organización por procesos y su influencia en el servicio al cliente de la empresa Inversiones Pinto S. A. C.",
author = "Rojo Montoro, Isabel Francis",
publisher = "Universidad Privada del Norte",
year = "2021"
}
This project seeks to determine the influence of an organization by processes in the customer service of the company Inversiones Pinto S.A.C. The work methodology according to the purpose is applied and according to the pre-experimental design. To collect information, different instruments were used, such as: interview questionnaires for workers and managers, observation files, a check list in the sales area, and customer surveys. Regarding the development of the investigation, the starting point was to determine the situation in which the company was; where it was evidenced that its form of management affected the efficiency of its processes and the optimal use of available resources. Based on this, a new model of management and organization of the processes was proposed, to later carry out its implementation and, finally, evaluate the results to determine how it influenced the level of service of the company. As a result, it was obtained that the proposal had a positive influence on customer service, since before that the shopping experience reached a sum of 199; while once the implementation was made it rose to 251. Likewise, sales increased by 2.9% and the net result also increased by 1.79%. The same happened, on the environmental level, through the recycling plan it was possible to raise awareness and promote the reuse and separation of the different waste generated by the company. With this, it was possible to reduce the use of paper by 42% mainly. Demonstrating the viability of the proposal in both directions.
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