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Hoempler, C., Ocampo, K. (2023). Mejoras en la competitividad de la Clínica Veterinaria puntovet. [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/670568
Hoempler, C., Ocampo, K. Mejoras en la competitividad de la Clínica Veterinaria puntovet. [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/670568
@misc{renati/410476,
title = "Mejoras en la competitividad de la Clínica Veterinaria puntovet.",
author = "Ocampo Fuentes Rivera, Karina Cristabel",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
Title: Mejoras en la competitividad de la Clínica Veterinaria puntovet.
Other Titles: Improvements in the competitiveness of Veterinary Hospital puntovet
Advisor(s): Villavicencio Aranibar, Jorge Arturo
Keywords: Ventajas competitivas; Clínica veterinaria; Orientación al cliente; Diferenciación; Cadena de valor; Competitive advantage; Veterinary clinic; Customer orientation; Differentiation; Value chain
OCDE field: https://purl.org/pe-repo/ocde/ford#5.02.04; https://purl.org/pe-repo/ocde/ford#5.00.00
Issue Date: 14-Nov-2023
Institution: Universidad Peruana de Ciencias Aplicadas (UPC)
Abstract: En este trabajo de suficiencia profesional, se encuentra el reto crítico que enfrenta una clínica veterinaria por su carencia de ventajas competitivas en un mercado saturado y cada vez más competitivo. Para resolver este problema, se ha realizado un análisis íntegro que se basa en una sólida base teórica. El marco teórico se apoya en varias teorías clave, incluida la orientación al cliente, que resalta la importancia de comprender y satisfacer las necesidades y expectativas de los clientes. También, se utiliza la teoría de la cadena de valor, que permite identificar áreas en las que la clínica puede agregar valor de manera efectiva en su cadena de operaciones. Además, se explora la teoría de la innovación disruptiva, que sugiere que las empresas pueden ganar ventaja competitiva mediante la introducción de soluciones novedosas y accesibles. Por último, se examinan los recursos y capacidades de la clínica para evaluar su capacidad para implementar cambios y mejoras. Como resultado de este análisis, se ha llegado a la conclusión de que la mejora en la atención al cliente es la solución más viable y efectiva para superar la falta de ventajas competitivas. Se reconoce que una atención excepcional al cliente puede ser un diferenciador significativo en el mercado, ayudando a atraer y retener a los mismos. Se propone un plan estratégico que se centra en la capacitación del personal, la optimización de los procesos y la implementación de sistemas de retroalimentación para medir y mejorar continuamente la calidad del servicio al cliente. Este enfoque estratégico busca reforzar la posición de la clínica en el mercado y crear una base sólida para un crecimiento sostenible y una ventaja competitiva en el futuro.
In this work of professional sufficiency, the critical challenge faced by a veterinary clinic due to its lack of competitive advantages in a saturated and increasingly competitive market is found. In order to solve this problem, a comprehensive analysis has been carried out based on a solid theoretical foundation. The theoretical framework is supported by several key theories, including customer orientation, which emphasizes the importance of understanding and meeting customer needs and expectations. Also, value chain theory is used to identify areas where the clinic can effectively add value in it’s chain of operations. In addition, the theory of disruptive innovation is explored, which suggests that companies can gain competitive advantage by introducing innovative and accessible solutions. Finally, the clinic's resources and capacities are examined to assess its capability to implement changes and improvements. As a result of this analysis, it is concluded that improved customer service is the most viable and effective solution to overcome the lack of competitive advantage. It is recognized that exceptional customer service can be a significant differentiator in the marketplace, helping to attract and retain customers. A strategic plan is proposed that focuses on staff training, process optimization and the implementation of feedback systems to continuously measure and improve the quality of customer service. This strategic approach seeks to strengthen the clinic's position in the market and create a solid foundation for sustainable growth and competitive advantage in the future.
In this work of professional sufficiency, the critical challenge faced by a veterinary clinic due to its lack of competitive advantages in a saturated and increasingly competitive market is found. In order to solve this problem, a comprehensive analysis has been carried out based on a solid theoretical foundation. The theoretical framework is supported by several key theories, including customer orientation, which emphasizes the importance of understanding and meeting customer needs and expectations. Also, value chain theory is used to identify areas where the clinic can effectively add value in it’s chain of operations. In addition, the theory of disruptive innovation is explored, which suggests that companies can gain competitive advantage by introducing innovative and accessible solutions. Finally, the clinic's resources and capacities are examined to assess its capability to implement changes and improvements. As a result of this analysis, it is concluded that improved customer service is the most viable and effective solution to overcome the lack of competitive advantage. It is recognized that exceptional customer service can be a significant differentiator in the marketplace, helping to attract and retain customers. A strategic plan is proposed that focuses on staff training, process optimization and the implementation of feedback systems to continuously measure and improve the quality of customer service. This strategic approach seeks to strengthen the clinic's position in the market and create a solid foundation for sustainable growth and competitive advantage in the future.
Link to repository: http://hdl.handle.net/10757/670568
Discipline: Administración y Marketing
Grade or title grantor: Universidad Peruana de Ciencias Aplicadas (UPC). Facultad de Negocios
Grade or title: Licenciado en Marketing
Juror: Sánchez Gómez, Corina Mercedes; Delgado Saavedra, Iván Gustavo
Register date: 4-Jan-2024
This item is licensed under a Creative Commons License