Plan de mejora continua en el área de ventas de vehículos livianos de Vallejo Araujo
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2017
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Universidad de Guayaquil, Facultad de Ciencias Administrativas, Dirección de Posgrado
Resumen
La presente tesis se orienta a la elaboración de un plan de mejora continua en el área de ventas de vehículos livianos a crédito, en una concesionaria de la ciudad de Guayaquil, con lo cual se ha procedido a la revisión de los procesos actuales de las áreas relacionadas directa e indirectamente en la venta de un vehículo, con la finalidad de identificar las causas y determinar los efectos, factores internos y externos, que afectan a las actividades diarias, la demanda de atención y servicio que está careciendo de satisfacción en el cliente que requiere un vehículo a crédito.
Para elaborar los diagnósticos, revisar los procesos actuales y los niveles de satisfacción de los clientes, se realizó la investigación, en base a un enfoque cuanti – cualitativo, con entrevista semiestructurada, observación no participativa, la narrativa y encuestas realizadas a los clientes, como resultado se evidenció en el diagnóstico, que el proceso de ventas, adolece de actividades repetitivas entre los procesos de las 5 áreas que son Ventas y Crédito, más las áreas de apoyo, Contabilidad, Accesorios y Logística de Matriculación y Entrega.
Con la propuesta del plan de mejora, se pretende optimizar las actividades a realizarse por parte del personal de las áreas mencionadas, para lo cual se establecerá una nueva área, denominada Back Office Ventas, para completar y descongestionar los procesos administrativos, buscando agilidad en la atención y servicio al cliente, incrementando su satisfacción.
The present thesis is oriented to the elaboration of a continuous improvement plan in the sales area of light vehicles to credit, in a concessionaire of the city of Guayaquil, with which has been reviewed the current processes in the areas directly and indirectly related to the sale of a vehicle, in order to identify the causes and determine the effects, internal and external factors that affect daily activities, the demand for care and service that is lacking in customer satisfaction that requires a vehicle by credit. In order to elaborate the diagnoses, to review the current processes and the levels of satisfaction of the clients, the research was carried out, based on a quantitative qualitative approach, with semi - structured interview, non participative observation, narrative and customer surveys, as Result was evidenced in the diagnosis, that the sales process, suffers from repetitive activities between the processes of the 5 areas that are Sales and Credit, plus the areas of support, Accounting, Accessories and Logistics Enrollment and Delivery. With the proposal of the improvement plan, it is intended to optimize the activities to be carried out by the personnel of the mentioned areas, for which a new area, called Back Office Ventas, will be established to complete and decongest administrative processes, seeking agility in Attention and customer service, increasing their satisfaction.
The present thesis is oriented to the elaboration of a continuous improvement plan in the sales area of light vehicles to credit, in a concessionaire of the city of Guayaquil, with which has been reviewed the current processes in the areas directly and indirectly related to the sale of a vehicle, in order to identify the causes and determine the effects, internal and external factors that affect daily activities, the demand for care and service that is lacking in customer satisfaction that requires a vehicle by credit. In order to elaborate the diagnoses, to review the current processes and the levels of satisfaction of the clients, the research was carried out, based on a quantitative qualitative approach, with semi - structured interview, non participative observation, narrative and customer surveys, as Result was evidenced in the diagnosis, that the sales process, suffers from repetitive activities between the processes of the 5 areas that are Sales and Credit, plus the areas of support, Accounting, Accessories and Logistics Enrollment and Delivery. With the proposal of the improvement plan, it is intended to optimize the activities to be carried out by the personnel of the mentioned areas, for which a new area, called Back Office Ventas, will be established to complete and decongest administrative processes, seeking agility in Attention and customer service, increasing their satisfaction.
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PLAN, MEJORA CONTINUA, PROCESOS, SATISFACCION AL CLIENTE