Bibliographic citations
Ramos, A., Slocovich, A. (2018). Impacto de la gestión por procesos del área de almacén en la percepción del cliente de una empresa distribuidora [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/13787
Ramos, A., Slocovich, A. Impacto de la gestión por procesos del área de almacén en la percepción del cliente de una empresa distribuidora [Tesis]. PE: Universidad Privada del Norte; 2018. https://hdl.handle.net/11537/13787
@misc{renati/515573,
title = "Impacto de la gestión por procesos del área de almacén en la percepción del cliente de una empresa distribuidora",
author = "Slocovich Prado, Alexandra Danitza",
publisher = "Universidad Privada del Norte",
year = "2018"
}
The main objective of the research is to determine the impact of warehouse process management on the perception of the customer of the distribution company Maranatha de Trujillo, 2018. It was distributed in four phases such as, initial, strategic, operative and continuous improvement , where the situational diagnosis of the company was made through an analysis through support matrices and techniques, which served for the strategic phase in which the deficiency in warehouse management was identified, and with it the necessary strategies to improve its management. In the operative phase, process management was implemented taking as support the 5s methodology that allowed to organize the warehouse area, standardize processes, reduce times and improve the order delivery service, which improved the client's perception regarding the service. Finally, the phase of continuous improvement of management was considered. Taking the economic evaluation with a NPV of S / 66,889, a TIR of 49.23% and a PRI of 1,84. Arriving at the conclusion that process management has a positive impact on customer perception, since 75% of customers are satisfied with the company's service.
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