Diseño de un plan de mejora para el área de servicios de la “Imprenta Ml”
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Fecha
2020
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Universidad de Guayaquil, Facultad de Ciencias Administrativas
Resumen
La imprenta M.L. es un negocio familiar, presta servicios de impresión tales como; blocks de
factura, volantes y/o flyers, tarjetas de presentación, impresión de etiquetas, y troquelado,
satisfaciendo las necesidades de todos sus clientes, Sin embargo al ser un negocio familiar presenta
algunas deficiencias, como la falta de conocimiento para la correcta administración del negocio,
deficiencia en el área de servicios (no posee políticas de cobros a clientes; personal poco capacitado en
brindar los servicios); por ejemplo en situaciones en las que el personal al momento de realizar un trabajo
de impresión en papel comete errores por no revisar correctamente la información antes de plasmarla, esto
incurre en gastos innecesarios que bajan la rentabilidad de la imprenta. Además de la situación de post-
pandemia que provocó un apalancamiento operativo (alto) durante meses, debido a el pago de alquiler,
servicios básicos, entre otros. Todos estos problemas conllevan a la poca demanda de servicios y a bajos
ingresos. De tal manera que nuestro trabajo de titulación este guiado en diseñar un plan de mejora en el
área de servicios, nuestro objetivo es que sirva de guía para mejorar el desarrollo de las actividades
diarias.
The printing house M.L. It is a family business, provides printing services such as; Invoice blocks, flyers and / or flyers, business cards, label printing, and die-cutting, satisfying the needs of all its customers.However, being a family business it presents some deficiencies, such as the lack of knowledge for the correct administration of the business, deficiency in the service area (it does not have customer billing policies; personnel poorly trained in providing services); For example, in situations in which the staff at the time of carrying out a printing job on paper make mistakes by not correctly reviewing the information before recording it, this incurs unnecessary expenses that lower the profitability of the printing press. In addition to the post-pandemic situation that caused (high) operating leverage for months, due to the payment of rent, basic services, among others. All these problems lead to low demand for services and low income. In such a way that our degree work is guided in designing an improvement plan in the service area, our objective is to serve as a guide to improve the development of daily activities.
The printing house M.L. It is a family business, provides printing services such as; Invoice blocks, flyers and / or flyers, business cards, label printing, and die-cutting, satisfying the needs of all its customers.However, being a family business it presents some deficiencies, such as the lack of knowledge for the correct administration of the business, deficiency in the service area (it does not have customer billing policies; personnel poorly trained in providing services); For example, in situations in which the staff at the time of carrying out a printing job on paper make mistakes by not correctly reviewing the information before recording it, this incurs unnecessary expenses that lower the profitability of the printing press. In addition to the post-pandemic situation that caused (high) operating leverage for months, due to the payment of rent, basic services, among others. All these problems lead to low demand for services and low income. In such a way that our degree work is guided in designing an improvement plan in the service area, our objective is to serve as a guide to improve the development of daily activities.
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Palabras clave
SERVICIOS, CLIENTES, SATISFACCIÓN, INGRESOS