Diseño de manual de procesos de ventas para la empresa CM representaciones ubicada en la Ciudad de Guayaquil
Fecha
2019
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
Un proceso es un conjunto de lineamientos y pasos a seguir para lograr un objetivo. Los
manuales de procesos comprenden una guía que contiene un proceso el cual debe ser
actualizado constantemente. Los manuales de procesos son muy importantes dentro de una
empresa, en los respectivos departamentos. Su importancia radica en que añade un valor
adicional al servicio o actividad que realice la empresa logrando la satisfacción del cliente.
Los manuales de procesos pueden ser aplicados a cualquier área de la empresa, esta
investigación se basa en la creación de un manual para el departamento de ventas, ya que se
considera que es uno de los departamentos más importantes de una empresa debido a que es
el responsable de generar ingresos a la compañía, además de ser un departamento en
constante actualización y variación en las actividades.
Mediante una investigación cuantitativa, utilizando como herramientas la entrevista a los
principales miembros del departamento, se levantó la información sobre los principales
problemas que presenta el departamento y se determinó que la solución es la creación de un
manual de procesos de ventas que permita conocer las funciones de cada miembro del
departamento, y los procesos a seguir la empresa CM REPRESENTACIONES, ubicada en la
ciudad de Guayaquil, la misma que se dedica a la venta de Dispositivos médicos de uso
general a nivel nacional por medio del Servicio Nacional de Contratación Pública (SERCOP).
El manual contiene información de mucha relevancia sobre las funciones y procedimientos
que deben seguir los miembros del departamento de ventas para permitir que la empresa
aumente sus ingresos y abarque todos los campos de contratación pública en medicina
especializada y general.
A process is a set of guidelines and steps to follow to achieve an objective. The process manuals include a guide that contains a process which must be constantly updated. Process manuals are very important within a company, in the respective departments. Its importance is that it adds an additional value to the service or activity carried out by the company, achieving customer satisfaction. The process manuals can be applied to any area of the company, this research is based on the creation of a manual for the sales department, since it is considered to be one of the most important departments of a company because it is the responsible for generating income for the company, besides being a department in constant updating and variation in activities. Through a quantitative investigation, using as tools the interview to the main members of the department, the information on the main problems that the department presents was determined and it was determined that the solution is the creation of a manual of sales processes that allows to know the functions each member of the department, and processes to follow the company CM REPRESENTATIONS, located in the city of Guayaquil, the same that is dedicated to the sale of medical devices commonly used at the national level through the national Public Procurement Service (SERCOP ). The manual contains very relevant information about the functions and procedures that members of the sales department must follow to allow the company to increase its income and cover all public procurement fields in specialized and general medicine. Keywords
A process is a set of guidelines and steps to follow to achieve an objective. The process manuals include a guide that contains a process which must be constantly updated. Process manuals are very important within a company, in the respective departments. Its importance is that it adds an additional value to the service or activity carried out by the company, achieving customer satisfaction. The process manuals can be applied to any area of the company, this research is based on the creation of a manual for the sales department, since it is considered to be one of the most important departments of a company because it is the responsible for generating income for the company, besides being a department in constant updating and variation in activities. Through a quantitative investigation, using as tools the interview to the main members of the department, the information on the main problems that the department presents was determined and it was determined that the solution is the creation of a manual of sales processes that allows to know the functions each member of the department, and processes to follow the company CM REPRESENTATIONS, located in the city of Guayaquil, the same that is dedicated to the sale of medical devices commonly used at the national level through the national Public Procurement Service (SERCOP ). The manual contains very relevant information about the functions and procedures that members of the sales department must follow to allow the company to increase its income and cover all public procurement fields in specialized and general medicine. Keywords
Descripción
Palabras clave
EMPRESA, DEPARTAMENTO, MANUAL, PROCESOS