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Collantes, M., (2018). Gestión de procesos para mejorar el servicio al cliente en la Empresa Team A Consulting S.A.C. [Trabajo de suficiencia profesional, Universidad Privada del Norte]. https://hdl.handle.net/11537/14425
Collantes, M., Gestión de procesos para mejorar el servicio al cliente en la Empresa Team A Consulting S.A.C. [Trabajo de suficiencia profesional]. PE: Universidad Privada del Norte; 2018. https://hdl.handle.net/11537/14425
title = "Gestión de procesos para mejorar el servicio al cliente en la Empresa Team A Consulting S.A.C.",
author = "Collantes Romaní, Marco Antonio",
publisher = "Universidad Privada del Norte",
year = "2018"
Global Globalization covers all the activities carried out by the human being and how they immediately affect the entire globe, where we observe that the events that occur in China or Australia, come to our knowledge through different means provided by communications to Through information technologies, this certainly occurs through the Internet and other means of communication such as cable or telephony. From that point of view, the consumption of hardware and software that allows us to stay informed and up-to-date, has become a necessity, from the animated videos that children from 01 year old see on a Tablet to the most renowned Scientist who needs a robust Computer with the latest Hardware technology and the most sophisticated software with the necessary applications that will allow you to develop your work. The present Thesis realizes the study of how the process management improves the service that we offer to the client; making use of the tools and methodologies offered by Industrial Engineering, the instrument used will be the SERVQUAL model, which evaluates the critical areas of the company, and with the help of other measurement tools, postulates a series of corrections and suggestions to apply to the interior of a company under study as a proposal for improvement, which modifies, re-empowers and improves internal organization in all areas. In the First Chapter explains the background of the evolution of computer technologies and how the development to discover improvements generates skills in the commercial part between the distributors of these products, in this way, the case of the Company Team "A "Consulting SAC, a company dedicated to the commercialization of these products and as sales growth, promotes organizational change and the incorporation of technical support professionals in order to meet the growing needs of customers. In the second Chapter, it shows the Theoretical Framework, defines concepts and methodologies used referred to both at the level of problems and solutions, that is, conceptualizes the problem and the process management tools that will be applied in the improvement proposal. In the Third Chapter, is referred to the development of the proposed objectives to achieve process improvement management, to achieve these objectives it will be necessary to evaluate and diagnose the situation of the company, then we will apply the measuring instrument that is the SERVQUAL Model, using the methodology that the authors recommend that quantitatively dimension qualitative values such as customer satisfaction. Likewise, in this chapter the improvement proposal will be made that will serve the management for an adequate evaluation of the critical areas of the company and the plan of activities to be carried out in order to carry out its implementation. The Fourth Chapter, shows the results of the calculations obtained in the development of our research, through the presentation, analysis and interpretation of the results, describing these in a scientific way in tables and graphs, which have allowed us to quantify our research and generate the bases to formulate the conclusions to the Company Team "A" Consulting SAC. We will also include the necessary recommendations so that the suggested improvements achieve their adaptability over time and provide the expected efficiency through the improvement of process management.
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