Citas bibligráficas
Garcia, P., (2020). La mejora continua en el nivel de servicio en el área de distribución de una empresa comercializadora de útiles de escritorio y de oficina en la ciudad de Lima, años 2018-2019 [Trabajo de investigación, Universidad Privada del Norte]. https://hdl.handle.net/11537/24546
Garcia, P., La mejora continua en el nivel de servicio en el área de distribución de una empresa comercializadora de útiles de escritorio y de oficina en la ciudad de Lima, años 2018-2019 [Trabajo de investigación]. PE: Universidad Privada del Norte; 2020. https://hdl.handle.net/11537/24546
@mastersthesis{renati/512336,
title = "La mejora continua en el nivel de servicio en el área de distribución de una empresa comercializadora de útiles de escritorio y de oficina en la ciudad de Lima, años 2018-2019",
author = "Garcia Rivera, Pedro Manuel",
publisher = "Universidad Privada del Norte",
year = "2020"
}
The aim of the research was to demonstrate how the implementation of a continuous improvement program influences the level of service in the company’s distribution area With regard to methodological design, the study had a quantitative approach, an explanatory level and an experimental design. The population was formed by orders services received in the distribution area measured during 30 days. The research technique was direct observation and the instruments were working records. Student’s t student and Wilcoxon tests were used to test the research hypotheses. The findings show that, with respect to the general hypothesis of the research, as a result of the continuous improvement program, the service level in the distribution area was optimized from 86,37 % to 90,6 %. In relation to the specific hypothesis, the level of customer service responsiveness increased from 88.30% to 92,13%. The reliability of the level of customer service improved from 84,50% to 88,87% and with respect to the support of the management of the company, this was not relevant to implement the continuous improvement program and improve customer service satisfaction as the increase was marginal and varied only from 88,93% to 90,13%. The research concluded that the application of continuous improvement in the distribution area significantly influences in the increase in the level of service of the stationery company.
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