Bibliographic citations
Carranza, C., (2018). Propuesta de mejora para incrementar la calidad de servicio al cliente en el área logística de la empresa Alfrimac Perú S.A.C., SMP- 2018 [Trabajo de suficiencia profesional, Universidad Privada del Norte]. https://hdl.handle.net/11537/14382
Carranza, C., Propuesta de mejora para incrementar la calidad de servicio al cliente en el área logística de la empresa Alfrimac Perú S.A.C., SMP- 2018 [Trabajo de suficiencia profesional]. PE: Universidad Privada del Norte; 2018. https://hdl.handle.net/11537/14382
@misc{sunedu/4108842,
title = "Propuesta de mejora para incrementar la calidad de servicio al cliente en el área logística de la empresa Alfrimac Perú S.A.C., SMP- 2018",
author = "Carranza Ponce, Cinthya Catherine",
publisher = "Universidad Privada del Norte",
year = "2018"
}
ABSTRACT The purpose of this research is to make a proposal to increase the quality of customer service of the company Alfrimac Peru sac-Smp-2018, it is considered within the market with respect to the logistics sector the growing demand and the progressive development of new competitors. This research was used a tool that allows to know the expectations of the client and take structured actions that guide the staff to provide an outstanding service that responds in a pleasant way to the needs of the client. The investigation deepens in an analysis of variables that affect the quality of service to the client, as well as the use of the survey that showed the expectations of the clients, and the improvement in the standardization of the processes of customer service carried out in the logistics area. . The results obtained allowed us to know the need to propose and develop an improvement proposal, which is broken down into activities that increase the quality of customer service, in such a way, to cover in general the customer satisfaction. In conclusion, staff should be trained in issues of quality of service, as well as in the various activities performed by employees in order to have tools to improve the performance of their work and with it the increase in sales as strategic point. It is recommended that the implementation of the training must be continuous to strengthen the quality of service provided, in such a way, to guarantee customer satisfaction in its entirety. KEYWORDS: Quality of service, Customer Service, Continuous Improvement, Improvement Plan, Customer Satisfaction
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