Citas bibligráficas
Gamarra, A., Villena, V. (2018). Propuesta de mejora del servicio al cliente en la empresa de calzado Grupo Romina SAC en base a la filosofía Just in time, en la ciudad de Trujillo del año 2018 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/13503
Gamarra, A., Villena, V. Propuesta de mejora del servicio al cliente en la empresa de calzado Grupo Romina SAC en base a la filosofía Just in time, en la ciudad de Trujillo del año 2018 [Tesis]. PE: Universidad Privada del Norte; 2018. https://hdl.handle.net/11537/13503
@misc{renati/518340,
title = "Propuesta de mejora del servicio al cliente en la empresa de calzado Grupo Romina SAC en base a la filosofía Just in time, en la ciudad de Trujillo del año 2018",
author = "Villena Lázaro, Valentina",
publisher = "Universidad Privada del Norte",
year = "2018"
}
ABSTRACT The present descriptive investigation seeks to make a proposal to improve customer service in the shoe company Grupo Romina S.A.C. based on the Just in Time philosophy, which contains two populations and two census samples: the first population and sample includes all the logistic processes of the footwear company Grupo Romina S.A.C. in the city of Trujillo in 2017, and the second population and sample includes the 30 active clients of the shoe company Grupo Romina S.A.C., in the city of Trujillo in the year 2017. To collect information from clients and give value to the variable customer service, a questionnaire was used, (SERVQUAL model), adapted to the reality of the study population. Thanks to the application and analysis of the aforementioned instrument, the levels of each of the dimensions of the customer service variable were determined; obtaining positive values in the dimensions of security and empathy; and a negative qualification in the dimensions of tangible elements, responsibility and reliability ; on the other hand, the logistic processes of the company were diagnosed, finding various opportunities for improvement that served as the basis for proposing the proposed subject of the present investigation; this proposal aims to align the company's supply logistics activities with the customer's orders in order to ensure the timely supply of the materials in the production plant, avoiding production stops that prevent compliance with the programming and consequently, ensuring the timely delivery of orders and the delivery of orders to customers within the agreed times, thus improving the reliability and responsibility dimensions of the company and therefore improving customer service. KEYWORDS: just in time, ABC classification, critical articles, customer service, demand forecasts, processes, procurement, policies.
IMPORTANTE
La información contenida en este registro es de entera responsabilidad de la universidad, institución o escuela de educación superior que administra el repositorio académico digital donde se encuentra el trabajo de investigación y/o proyecto, los cuales son conducentes a optar títulos profesionales y grados académicos. SUNEDU no se hace responsable por los contenidos accesibles a través del Registro Nacional de Trabajos de Investigación – RENATI.