Modelo de gestión de talento humano para optimizar el desempeño en servicio al cliente en farmacias Keyla S.A. en la zona sur de Guayaquil.
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Fecha
2016
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
En la actualidad, las organizaciones están conformadas por individuos con diferentes axiomas y características que la constituyen, siendo el capital humano la parte esencial para el desarrollo de una actividad como la farmacéutica, en donde se detalla la atención para con el servicio al cliente, siendo Keyla una aperadora de mercadería farmacéutica que se origina con el propósito de ofrecer servicios garantizados a la comunidad en donde la custodia del inventario se manifiesta en acciones encaminadas al buen desenvolvimiento de la distribuidora y el desplazamiento de la mercadería. Los farmacéuticos tendrán una inversión que se realiza en base a mejoras en el servicio representada por cinco mil dólares que se implementará sistemas de evaluación y capacitación con técnicas reconocidas en el mercado nacional e internacional, entre las principales tenemos la relacionada con DISNEY en el tratamiento del personal. Siendo garantizadas las negociaciones y detallando indicadores relacionado al dirigirse al cliente y reconocer las debilidades del servicio con las debidas sugerencias. La metodología empleada para la evaluación del servicio al cliente es de tipo descriptiva en donde se viabiliza la necesidad de una cultura organizacional más amplia y una metodología de tipo explorativa por el hecho de que cada distribuidora farmacéutica Keyla en sus diferentes ubicaciones debe tener el mismo contexto derivado en la atención a todos sus clientes potenciales. Se realiza además un cuestionario en mención consta de 3 partes: en donde se reúne la información, luego se hace énfasis en la apreciación actual de los consumidores y por último un indicador de lo que esperan los clientes basándose en la aplicación directa de la técnica del modelo Disney.
Today, organizations are made up of individuals with different axioms and characteristics that constitute it, being the human capital essential part for the development of an activity such as pharmaceuticals, where attention towards customer service detailed, being Keyla one operator of pharmaceutical goods originating with the purpose of offering guaranteed to the community where the custody of the inventory is manifested in actions aimed at the good development of the distribution and movement of goods services. Pharmacists have an investment made based on service improvements represented by five thousand dollars evaluation systems and training will be implemented with well-known techniques in the national and international market, the main we related DISNEY in the treatment of personal. It is guaranteed negotiations and detailing indicators related to customer contact and recognize the weaknesses of the service with appropriate suggestion. The methodology used for the evaluation of customer service is descriptive where the need for a broader organizational culture and methodology of explorative type is viable by the fact that each pharmaceutical distributor Keyla in different locations must have the same context derivative attention to all potential customers. It also carries out a questionnaire in question consists of 3 parts: where the information is collected, then focus on the current appreciation of consumers and finally an indicator of what customers expect based on the direct application of the technique is Disney model
Today, organizations are made up of individuals with different axioms and characteristics that constitute it, being the human capital essential part for the development of an activity such as pharmaceuticals, where attention towards customer service detailed, being Keyla one operator of pharmaceutical goods originating with the purpose of offering guaranteed to the community where the custody of the inventory is manifested in actions aimed at the good development of the distribution and movement of goods services. Pharmacists have an investment made based on service improvements represented by five thousand dollars evaluation systems and training will be implemented with well-known techniques in the national and international market, the main we related DISNEY in the treatment of personal. It is guaranteed negotiations and detailing indicators related to customer contact and recognize the weaknesses of the service with appropriate suggestion. The methodology used for the evaluation of customer service is descriptive where the need for a broader organizational culture and methodology of explorative type is viable by the fact that each pharmaceutical distributor Keyla in different locations must have the same context derivative attention to all potential customers. It also carries out a questionnaire in question consists of 3 parts: where the information is collected, then focus on the current appreciation of consumers and finally an indicator of what customers expect based on the direct application of the technique is Disney model
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MODELO DE GESTIÓN PARA OPTÍMIZAR EN SERVICÍO AL CLIENTE