Diseño de un plan estratégico para el mejoramiento de la calidad del servicio de la empresa Labomni S.A. en la Ciudad de Guayaquil
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Fecha
2017
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
El presente proyecto muestra una propuesta de mejora que se basa en la implementación de estrategias en el cual se permita mejorar la calidad del servicio del LABORATORIO CLINICO OMNI S. A., donde el objetivo consistió en analizar los principales malestares de los clientes para poder implementar mejoras que ayuden a superar las ventas de años anteriores y a su vez incrementar las utilidades, ya que en su último año declaró pérdida.
Dentro de los objetivos de la presente investigación se busca detallar los resultados del análisis a los clientes y a los colaboradores y así dar a conocer cuál es la situación o que causa la pérdida de clientes, de tal manera esto influya de manera positiva en los ingresos del laboratorio.
El marco metodológico está basado mediante la aplicación de una investigación científica, donde se determinan las problemáticas y los objetivos para su ejecución. Se realizó un estudio bibliográfico con la ayuda de textos, libros, revistas y sitios web para la sustentación del trabajo.
En la propuesta incluye las características del plan estratégico y los procesos para demostrar los resultados que se pueden obtener con la aplicación del plan estratégico para mejorar la calidad del servicio.
The present project shows a proposal of improvement that is based on the implementation of strategies in which it is possible to improve the quality of the LABORATORIO CLINICO OMNI S.A., where the objective was to analyze the main discomforts of the clients to be able to implement improvements that help to surpass the sales of previous years and in turn to increase the profits, since in its last year declared loss. Within the objectives of the present investigation it is sought to detail the results of the analysis to the clients and the collaborators, in order to make known the situation or that causes the loss of clients, in a way that influences in a positive way in the income of the laboratory. The methodological framework is based on the application of scientific research, which determines the problems and the objectives for its execution. A bibliographic study was carried out with the help of texts, books, magazines and websites to support the work. The proposal includes the characteristics of the strategic plan and the processes to demonstrate the results that can be obtained with the implementation of the strategic plan to improve the quality of the service.
The present project shows a proposal of improvement that is based on the implementation of strategies in which it is possible to improve the quality of the LABORATORIO CLINICO OMNI S.A., where the objective was to analyze the main discomforts of the clients to be able to implement improvements that help to surpass the sales of previous years and in turn to increase the profits, since in its last year declared loss. Within the objectives of the present investigation it is sought to detail the results of the analysis to the clients and the collaborators, in order to make known the situation or that causes the loss of clients, in a way that influences in a positive way in the income of the laboratory. The methodological framework is based on the application of scientific research, which determines the problems and the objectives for its execution. A bibliographic study was carried out with the help of texts, books, magazines and websites to support the work. The proposal includes the characteristics of the strategic plan and the processes to demonstrate the results that can be obtained with the implementation of the strategic plan to improve the quality of the service.
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GESTIÓN ADMINISTRATIVA, ESTRATEGIAS ORGANIZACIONALES, SERVICIO AL CLIENTE