Bibliographic citations
Vera, M., Vera, M. (2017). Mejora del proceso de atención de pedidos aplicando método SIX SIGMA y su efecto en el nivel de fidelización de los clientes de una empresa agroexportadora, Trujillo 2016 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/10974
Vera, M., Vera, M. Mejora del proceso de atención de pedidos aplicando método SIX SIGMA y su efecto en el nivel de fidelización de los clientes de una empresa agroexportadora, Trujillo 2016 [Tesis]. PE: Universidad Privada del Norte; 2017. https://hdl.handle.net/11537/10974
@mastersthesis{renati/514902,
title = "Mejora del proceso de atención de pedidos aplicando método SIX SIGMA y su efecto en el nivel de fidelización de los clientes de una empresa agroexportadora, Trujillo 2016",
author = "Vera Correa, María Elena",
publisher = "Universidad Privada del Norte",
year = "2017"
}
ABSTRACT The present investigation aims to determine the effect of the implementation of the improvement of the order fulfillment process applying Six Sigma method in the increase of the loyalty level of the clients of an agro export company located in Trujillo, seeking to optimize and increase the level of Quality of said process, in order to obtain value for the customer as well as achieve sustainable efficiency in commercial operations. The study was carried out in an agro exporting company, which for reasons of confidentiality requested by the management, the name in the document will not be referenced, the type of research corresponds to a pre - test design of pre - test test with a single group ; The results were measured through a paired Student T the same one that consisted of crossing the results of the pretest with the post test, after the implementation of the plan to improve the order fulfillment process. The improvement plan is based on a previous diagnosis, in which an initial performance of the order fulfillment process of 44.6% is determined at a sigma value level (σ) of 1.36, this value representing a need for improvement in the process Due to its low performance; Which led to the elaboration of a series of concrete and specific actions that allowed changes to be generated after its implementation. Finally, the results of the implementation of the improvement were evaluated, reaching a sigma value (σ) of 3.03, an improvement of the process. The pre-test and post-test were made up of 09 items, which allowed evaluating the perception of customers regarding the quality of care they receive in the order fulfillment process as well as the level of loyalty, results that help the company to Evidence the level of customer loyalty. The items were classified into two dimensions service satisfaction and customer loyalty. After the pre-test, an average of 0.538888 was obtained, which corresponds to the value scale defined for the study, as unfavorable for the company, and after implementing the improvement of the order fulfillment process, a positive change was observed in the results of the study. Post test yielding an average of 0.994444, which according to the scale represents a regular scenario; Evidencing that the improvement of the process applying Six Sigma method, significantly influences in the level of satisfaction of the clients of the agro export company of the city of Trujillo. From the analysis of economic benefit realized, it was determined that the proposal is feasible, since economically it offers a NPV of S /. 345,687.98 and IRR of 110%, so that the investment will produce profits above the required return. KEYWORDS: Process improvement, Six Sigma method, customer loyalty.
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