Estrategías administración que permitan el fortalecimiento de la atención al cliente en los k-centro que pertenecen a PICA plásticos Instriales C.A. de la Ciudad de Guayaquil
Fecha
2016
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
En base a experiencias propias, comentarios de familiares y amigos que han
visitado los K-Centro, surge la idea de desarrollar estrategias administrativas que
fortalezcan el proceso de atención al cliente de los K-Centro que pertenecen a
PICA Plásticos Industriales C. A. de la ciudad de Guayaquil, cuyos resultados se
verán reflejados en el cumplimiento de metas en cada uno de los locales.
A pesar de que el primer K-Centro fue adquirido y administrado por PICA hace
aproximadamente 10 años, no se ha establecido un proceso o manual de
atención al cliente que pueda ser implementado en los cuatro K-Centro. Se
considera que si se desarrollan estrategias administrativas se podrá fortalecer el
proceso de atención al cliente de los K-Centro de PICA.
Con la investigación exploratoria realizada a través de las entrevistas y encuestas
ejecutadas de manera individual en cada K-Centro, pudimos cuantificar y describir
la información recopilada en una matriz de FODA, logrando equiparar y unificar
las características de los K-Centro, y así poder elaborar las estrategias que
puedan ser aplicadas y adaptadas a todos los K-Centro actualmente
administrados por PICA, y los que en un futuro sean adquiridos o fundados por
PICA.
Es recomendable que la Administración General de los K-Centro realice una
investigación de las insuficiencias que existen en una empresa que no cuenta con
capacitación y formación de atención al cliente, para que de esta manera conozca
la importancia de optimizar esta área.
Based on own experiences, comments from family and friends who have visited the K-Center, the idea of developing management strategies that strengthen the process of customer of the K-Center belonging to PICA Industrial Plastics CA city emerges Guayaquil, whose results will be reflected in the achievement of goals in each of the premises. Although the first K-Center was acquired and managed by PICA about 10 years ago, it has not established a process or manual customer that can be implemented in the four K-Centers. It is considered that if develop management strategies may strengthen the process of customer K- Center PICA. With exploratory research conducted through interviews and surveys carried out individually in each K-Center, we could quantify and describe the information collected in a matrix of SWOT, achieving equalize and unify the characteristics of the K-Center, so you can develop strategies that can be applied and adapted to all K-Center currently managed by PICA, and in the future are acquired or founded by PICA. It is recommended that the General Administration of K-Centre to conduct an investigation of the shortcomings that exist in a company that does not have training and customer training, so that in this way know the importance of optimizing this area.
Based on own experiences, comments from family and friends who have visited the K-Center, the idea of developing management strategies that strengthen the process of customer of the K-Center belonging to PICA Industrial Plastics CA city emerges Guayaquil, whose results will be reflected in the achievement of goals in each of the premises. Although the first K-Center was acquired and managed by PICA about 10 years ago, it has not established a process or manual customer that can be implemented in the four K-Centers. It is considered that if develop management strategies may strengthen the process of customer K- Center PICA. With exploratory research conducted through interviews and surveys carried out individually in each K-Center, we could quantify and describe the information collected in a matrix of SWOT, achieving equalize and unify the characteristics of the K-Center, so you can develop strategies that can be applied and adapted to all K-Center currently managed by PICA, and in the future are acquired or founded by PICA. It is recommended that the General Administration of K-Centre to conduct an investigation of the shortcomings that exist in a company that does not have training and customer training, so that in this way know the importance of optimizing this area.
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RECURSO HUMANO, SERVICIO, TACTICAS, COMPRANDORES