Análisis del procedimiento administrativo y su influencia en la atención del cliente de la cooperativa de taxis Sur Ltda., en Guayaquil.
Fecha
2013
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
La presente tesis se basa en el Análisis del procedimiento administrativo y su influencia en la atención del cliente de la cooperativa de taxis Sur Ltda., en Guayaquil, especializada en el servicio de transportación puerta a puerta y envío de encomienda, también cuenta con parqueaderos en dos Centros Comerciales de la ciudad de Guayaquil como San Marino Shopping y Plaza Quil, otra en la Central que es el primer parqueadero donde todas las unidades llegan, logrando aumentar su cartera de cliente, a su vez cuenta con alianza estratégica ya sea empresas, hoteles, restaurantes y peluquerías.
La metodología de investigación de esta tesis, se centra en utilizar fuentes primarias y fuentes secundarias, proporcionadas por el presidente y gerente de la Cooperativa, mediante la entrevista realizada.
Además se realiza la encuesta a los socios y copilotos, que tienen contactos con los clientes, para medir las relaciones humanas y laborales, también a las monitoras e inspectoras con el fin de conocer si existe compañerismo, y si están motivadas en diferentes aspectos.
Con los clientes, medir el servicio que ofrece la Cooperativa y lo que se debe incorporar para mejorarlo.
El objetivo de la Tesis se centra en la reingeniería de los procesos administrativos que los ayudará a mejorar la atención al cliente y aumentar la participación de mercado, mediante la propuesta que se presenta al final de la tesis.
Palabras claves: Análisis del proceso administrativo, Atención al cliente, Alianzas estratégicas, Metodología de la Investigación, Relaciones Humanas, Relaciones Laborales, Reingeniería, Participación de Mercado.
This thesis is based on the analysis of the administrative procedure and its influence on the customer's attention to the taxi cooperative Sur Ltda, in Guayaquil, specialized transportation service door to door delivery of parcel, also has parking in two shopping centers in the city of Guayaquil and San Marino and Plaza Shopping Quil, another in Central which is the first parking lot where all units arrive, managing to increase its customer base, in turn has either strategic alliance companies, hotels , restaurants and hairdressers. The research methodology of this thesis focuses on using primary and secondary sources, provided by the president and CEO of the Cooperative, by interview. Besides the survey is conducted and co-partners, who have contact with customers, to measure human relations and labor, also to the monitors and inspectors to know if there is companionship, and if you are motivated in different ways. With customers, measure the service provided by the Cooperative and what should be incorporated to improve it. The objective of this thesis is focused on the reengineering of administrative processes that will help improve customer service and increase market share through the proposal presented at the end of the thesis. Keywords: Analysis of the administrative process, Customer Service, Strategic Alliances, Research Methodology, Human Relations, Industrial Relations, Reengineering, Market Share.
This thesis is based on the analysis of the administrative procedure and its influence on the customer's attention to the taxi cooperative Sur Ltda, in Guayaquil, specialized transportation service door to door delivery of parcel, also has parking in two shopping centers in the city of Guayaquil and San Marino and Plaza Shopping Quil, another in Central which is the first parking lot where all units arrive, managing to increase its customer base, in turn has either strategic alliance companies, hotels , restaurants and hairdressers. The research methodology of this thesis focuses on using primary and secondary sources, provided by the president and CEO of the Cooperative, by interview. Besides the survey is conducted and co-partners, who have contact with customers, to measure human relations and labor, also to the monitors and inspectors to know if there is companionship, and if you are motivated in different ways. With customers, measure the service provided by the Cooperative and what should be incorporated to improve it. The objective of this thesis is focused on the reengineering of administrative processes that will help improve customer service and increase market share through the proposal presented at the end of the thesis. Keywords: Analysis of the administrative process, Customer Service, Strategic Alliances, Research Methodology, Human Relations, Industrial Relations, Reengineering, Market Share.
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Palabras clave
ANÁLISIS DE PROCESO, ADMINISTRATIVO, ATENCIÓN AL CLIENTE, ALIANZAS ESTRÁTEGICAS, METODOLOGÍA