Mejorar la satisfacción de los clientes en el Comisariato de la FAE base de Taura basado en la norma ISO 9001:2000.
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Fecha
2006-03-10
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Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Ingeniería Industrial.
Resumen
El Objetivo de esta tesis es mejorar la satisfacción de los clientes del Comisariato FAE-Taura aplicando criterios de Mejoramiento Continuo con base en la Norma ISO 9001:2000.
Los Procesos de Calidad aseguran la mejor presentación de los productos para que sean mas atractivos al cliente. Estos procesos se observan en el empaquetado de cárnicos que requiere consideraciones especiales y depende de la cantidad. El puntaje general alcanzado en la Evaluación de Calidad es de 854/2300 méritos (37.13% de cumplimiento) encontrándose en rango porcentual de “Se aplica a medias la Norma”. Los problemas identificados son: Cuello de Botella en Bodega Principal, Quejas del Servicio, Devoluciones por Defectos, Pérdida de Crédito de Proveedores, el costo de calidad es de USD $448.59 mensuales.
Las Soluciones Propuestas incluyen el diseño de Mejoramiento del Sistema de Filas de Espera, Estrategias de Mejoramiento del Servicio y un Sistema de Evaluación de Proveedores. La inversión propuesta de la solución es de USD $16,664.00 y las razones económicas (TIR 20.59%, TMAR 20.51%, VPN $63.53 y B/C 12.02) indican que es conveniente invertir en la propuesta. El tiempo de implementar la propuesta es de 20 semanas. La propuesta se enfoca en la mejora de la atención a Proveedores disminuyendo el tiempo que se dedica a atenderles y dedicando mas tiempo a los clientes para asegurar la calidad de sus productos. La institución debe considerar el desarrollo de Estrategias de Marketing como la colaboración con otros Comisariatos para definir que los productos y servicios no se duplican en otros negocios. Complementaria a la Estrategia de Calidad, se requiere que los administradores establezcan precios que sean razonables a los ojos del consumidor. Y también se recomienda diseñar Servicios Adicionales como Cajero Automático Islas de Cambio de Pañales, Servicio de Revelado de Fotos, Tienda de Alquiler y Venta de Videos y Música.
The objective of this thesis is to improve customer satisfaction Commissariat FAE-Taura Continuous Improvement using criteria based on the ISO 9001: 2000. Quality Processes ensure the best presentation of the products to make them more attractive to the customer. Such processes are seen in the meat packaging that requires special considerations and depends on the amount. The overall score achieved on Quality Assessment is 854/2300 merits (37.13% compliance) meeting in percentage rank of "Rule applies to socks." The problems identified are: Bottleneck in Principal Industrial, Service Complaints, Returns Defects, Loss of Credit Provider, the quality cost is USD $ 448.59 monthly. The Proposed Solutions include designing System Improvement Rows Wait, Service Improvement Strategies and Supplier Evaluation System. The solution proposed investment is $ 16,664.00 and economic reasons (IRR 20.59%, 20.51% MARR, VPN $ 63.53 and B / C 12.02) indicate that it is wise to invest in the proposal. Time of implementing the proposal is 20 weeks. The proposal focuses on improving care to try reducing the time dedicated to serve you and spending more time with customers to ensure the quality of their products. The institution should consider the development of marketing strategies and collaboration with other commissaries to define which products and services are not duplicated in other businesses. Complementary to the Quality Strategy is required administrators to set prices that are reasonable in the eyes of the consumer. And it is also recommended to design Additional Services like ATM Islands Diapering Service Revealed Photo Shop, Rental and Sales Videos and Music.
The objective of this thesis is to improve customer satisfaction Commissariat FAE-Taura Continuous Improvement using criteria based on the ISO 9001: 2000. Quality Processes ensure the best presentation of the products to make them more attractive to the customer. Such processes are seen in the meat packaging that requires special considerations and depends on the amount. The overall score achieved on Quality Assessment is 854/2300 merits (37.13% compliance) meeting in percentage rank of "Rule applies to socks." The problems identified are: Bottleneck in Principal Industrial, Service Complaints, Returns Defects, Loss of Credit Provider, the quality cost is USD $ 448.59 monthly. The Proposed Solutions include designing System Improvement Rows Wait, Service Improvement Strategies and Supplier Evaluation System. The solution proposed investment is $ 16,664.00 and economic reasons (IRR 20.59%, 20.51% MARR, VPN $ 63.53 and B / C 12.02) indicate that it is wise to invest in the proposal. Time of implementing the proposal is 20 weeks. The proposal focuses on improving care to try reducing the time dedicated to serve you and spending more time with customers to ensure the quality of their products. The institution should consider the development of marketing strategies and collaboration with other commissaries to define which products and services are not duplicated in other businesses. Complementary to the Quality Strategy is required administrators to set prices that are reasonable in the eyes of the consumer. And it is also recommended to design Additional Services like ATM Islands Diapering Service Revealed Photo Shop, Rental and Sales Videos and Music.
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Palabras clave
ASEGURAMIENTO DE LA CALIDAD, ARTÍCULOS DE PRIMERA NECESIDAD, SUPERMERCADO, ISO 9001:2000