Citas bibligráficas
Alvarez, E., Valladares, J. (2020). Estandarización de procesos operativos en la calidad de servicio de una empresa distribuidora de lubricantes, Trujillo 2019 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/23688
Alvarez, E., Valladares, J. Estandarización de procesos operativos en la calidad de servicio de una empresa distribuidora de lubricantes, Trujillo 2019 [Tesis]. PE: Universidad Privada del Norte; 2020. https://hdl.handle.net/11537/23688
@misc{renati/512158,
title = "Estandarización de procesos operativos en la calidad de servicio de una empresa distribuidora de lubricantes, Trujillo 2019",
author = "Valladares Rugel, Julia Estefana",
publisher = "Universidad Privada del Norte",
year = "2020"
}
The purpose of this work was to determine the impact of the standardization of operational processes on the quality of service of a lubricant distribution company, Trujillo, 2019., in order to improve the existing situation. First, a diagnosis was made of the current situation of the company under study, the SERVQUAL questionnaire was applied, through a survey of the company's customers, according to this, the standardization of operational processes for the distribution company was designed of lubricants, considering the processes of supply, storage, dispatch of purchase orders and documentary control, determining the procedures for each of them. Subsequently, the implementation of the standardization of the operational processes was carried out and the quality of service after the standardization was evaluated, applying the SERVQUAL questionnaire, the significance of the standardization of processes in the quality of service of the lubricant distribution company was also determined. , obtaining that according to the significance of the test that the null hypothesis is rejected and it is accepted that the standardization of operational processes significantly impacts the quality of service of a lubricant distribution company, Trujillo 2019. Finally, the financial economic evaluation of the standardization of operational processes in the lubricant distribution company was carried out, obtaining a profit of S /. 2,714.90, an internal rate of return of 39.25% and a cost benefit of 2.3, that is, for every sun invested, 1.30 soles of profit are obtained, which determines that it is favorable for the company.
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