Bibliographic citations
Diaz, D., (2018). Mejora de procesos mediante la implementación de un motor de reserva y su influencia en la satisfacción del cliente en la empresa System Innovation S. A. C., 2017 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/13449
Diaz, D., Mejora de procesos mediante la implementación de un motor de reserva y su influencia en la satisfacción del cliente en la empresa System Innovation S. A. C., 2017 [Tesis]. PE: Universidad Privada del Norte; 2018. https://hdl.handle.net/11537/13449
@misc{renati/407260,
title = "Mejora de procesos mediante la implementación de un motor de reserva y su influencia en la satisfacción del cliente en la empresa System Innovation S. A. C., 2017",
author = "Diaz Montalvo, Daniel Ricardo",
publisher = "Universidad Privada del Norte",
year = "2018"
}
For the present study, an analysis of the main problems of a medium company of the music services sector has been carried out. From this moment, the company in question will be renamed "SYSTEM INNOVATION S.A.C.". The information was collected on the basis of interviews with a contact in the area of reservations of the company and based on the observation of the processes of the same. This study was carried out with the purpose of streamlining the processes provided by the company. In the first chapter, it establishes problematic reality, the general and specific problem, limitations, justification, general purpose and specific. In the second chapter, the background, theoretical bases, basic terms and hypotheses are described. In the third chapter, the methodology used, the methods applied, the unit of study, population, samples, techniques, instrument and procedures used for the development of this research are described. In the fourth chapter, we will detail the statistical results obtained in this research. Finally, in the fifth chapter, the discussions and conclusions obtained in this research are mentioned. As a problem it is suggested that, in the case of reservations for services, there is a waiting period between the reservation and the confirmation of the reservation. On the other hand, there is no way to verify the veracity of the reservation, generating possible crosses of schedules and customer dissatisfaction. Therefore, it is required to know the level of influence of process improvement through the implementation of a backup engine, in customer satisfaction in the recording studio of the company System Innovation S.A.C. in the year 2017. As a general objective, it is required to determine the influence level of process improvement by implementing a backup engine, in customer satisfaction in the recording studio of the company System Innovation S.A.C. in the year 2017. As justification, this research is projected to improve the relationship between the company and the client, improving the execution time of each service provided by the company and reducing internal costs of the company. In addition, we must consider that there is no system with such functionalities in the music industry in Lima, so this research gives us the use of systems engineering in a new industry, and this in turn opens the door to future research in this industry. Finally, as conclusions, it was demonstrated that the implementation of a reserve engine, if positively affects customer satisfaction. Obtaining results of approximately 50% of the improvement in customer satisfaction was thanks to the implementation of the booking engine, while 47% were due to factors external to this system.
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