Análisis para estructurar una nueva área de ventas de servicios de climatización de la Compañía Induaire S.A.
Fecha
2015-11-13
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Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Ingeniería Industrial.
Resumen
INDUAIRE S.A., se dedica a la venta de servicios de climatización y refrigeración a nivel industrial. El objetivo principal de este trabajo de investigación es crear una nueva área de ventas de servicios de climatización para lo cual se hizo necesario el uso de técnicas de Ingeniería Industrial y Gestión Empresarial para llevar a cabo el análisis y así identificar los problemas de la misma: Mala programación de las ordenes de trabajo por mal manejo de los datos, Mala aplicación del sistema de Marketing y por último la falta de capacitación del personal de ventas que provoca la disminución de las ventas ya que no poseen la capacidad necesaria para captar al cliente. Para realizar el estudio se tomó como referencia las pérdidas de ventas anuales de la compañía de casi 10% desde el año 2005, se sometió la misma a análisis como Matriz FODA, Cadena de Valor, Diagrama Causa Efecto, Diagrama de Pareto y se identificó que el problema principal de INDUAIRE S.A. se encontraba en la falta de Pro-actividad del personal al momento de tomar las llamadas de los clientes que requieren el servicio el cual representa el 64.52% de los problemas en la compañía, por lo cual se planteó que el área de ventas funcione como un departamento nuevo, un plan de Mercadeo y un Plan de capacitación al personal de ventas con una inversión propuesta de $ 9.960.00, para demostrar la factibilidad se hizo un análisis financiero lo cual sustenta la rentabilidad de la misma teniendo un Costo/Beneficio de $ 1,24, un TIR de 13,70% con un VAN de $ 14,817.20 que hará que la proyección de ventas que en el año 2009 fue de $ 146,180.22 aumente en un 30% para el 2010 $ 190,034.29. De esta forma la compañía incrementará sus ventas
INDUAIRE is on charge of the sale of air conditioning and refrigeration services at industrial level. The main objective of the research is to create a new sales area of weatherization services for which the use of techniques of Industrial Engineering and Management became necessary to carry out the analysis and identify its problems: Poor scheduling of work orders for mishandling data, misapplication Marketing system and finally the lack of training of sales personal caused by the decrease in sales because they do not have the capacity to capture the costumers. For this study was taken as a reference the losses of the annual sales of the company of almost 10% since 2005, it was subjected to an analysis like the SWOT Matrix, the Value Chain, Diagram Cause and Effect, Pareto Diagram and with this was identified the main problem of INDUAIRE SA, it was the lack of Pro-activity of the staff when receiving callas from costumers requiring the service which represents 64.52% of the problems in the company, which this was raised to the sales function as a new department, a marketing plan and a plan for training the sales staff with a proposed investment of $ 9.960.00, to demonstrate the feasibility with a financial analysis which underpins the profitability of the same by getting a cost/benefit of $ 1.24 an IRR of 13.70% with an NPV of $ 14.817.20 that will make that the sales forecast in the year 2009 were $ 146.180.22 increases by 30% by 2010 $ 190.034.29. Thus the company will increase its sales.
INDUAIRE is on charge of the sale of air conditioning and refrigeration services at industrial level. The main objective of the research is to create a new sales area of weatherization services for which the use of techniques of Industrial Engineering and Management became necessary to carry out the analysis and identify its problems: Poor scheduling of work orders for mishandling data, misapplication Marketing system and finally the lack of training of sales personal caused by the decrease in sales because they do not have the capacity to capture the costumers. For this study was taken as a reference the losses of the annual sales of the company of almost 10% since 2005, it was subjected to an analysis like the SWOT Matrix, the Value Chain, Diagram Cause and Effect, Pareto Diagram and with this was identified the main problem of INDUAIRE SA, it was the lack of Pro-activity of the staff when receiving callas from costumers requiring the service which represents 64.52% of the problems in the company, which this was raised to the sales function as a new department, a marketing plan and a plan for training the sales staff with a proposed investment of $ 9.960.00, to demonstrate the feasibility with a financial analysis which underpins the profitability of the same by getting a cost/benefit of $ 1.24 an IRR of 13.70% with an NPV of $ 14.817.20 that will make that the sales forecast in the year 2009 were $ 146.180.22 increases by 30% by 2010 $ 190.034.29. Thus the company will increase its sales.
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Palabras clave
SISTEMAS ORGANIZACIONALES, SERVICIO DE CLIMATIZACIÓN, REFRIGERACIÓN, SERVICIO DE CALIDAD