Bibliographic citations
Medina, R., (2021). Diseño de procesos operativos en la empresa Business Corporate National S. A. C. y su impacto en la calidad de servicio, Trujillo 2021 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/30802
Medina, R., Diseño de procesos operativos en la empresa Business Corporate National S. A. C. y su impacto en la calidad de servicio, Trujillo 2021 [Tesis]. PE: Universidad Privada del Norte; 2021. https://hdl.handle.net/11537/30802
@misc{renati/509830,
title = "Diseño de procesos operativos en la empresa Business Corporate National S. A. C. y su impacto en la calidad de servicio, Trujillo 2021",
author = "Medina Narro, Roxana Stephanne",
publisher = "Universidad Privada del Norte",
year = "2021"
}
The objective of this research was to determine how the design of operational processes impacts on the quality of the service of the company Business Corporate National SAC, Trujillo 2019. The study was of a Pre-experimental nature, as a technique it was used for documentary analysis, which allowed recording the measurements and obtain quantitative results before and after incorporating the design of processes to carry out the respective measurements, and as an instrument the data collection sheet; On the other hand, to validate the hypotheses, the T-Student test was used, which showed a value of p = 0.001 <0.05 for the satisfaction indicator and a value of P = 0.004 <0.05 for the new customers indicator (both results being statistically significant ). The satisfaction indicator with respect to the pre and post service was calculated, obtaining an increase equivalent to 140%, in the new customers indicator there was an increase equivalent to 29.07%. In conclusion, the design of operational processes impacts on the evaluated service quality indicators, being economically viable, the economic evaluation turns out to be viable, since a NPV of S /. 5,407.63, an IRR of 25.05% and a B / C of 2.07, Likewise, the social impact occurs by allowing to improve the efficiency of employees in relation to their functions and activities, as well as improving their response capacity and, finally, the environmental impact occurs in the implementation of digitization processes, Therefore, 37% in costs were saved due to the non-use of paper, contributing to the environmental improvement and the economy of the company.
This item is licensed under a Creative Commons License