Manual de procesos de área de compra-venta en la empresa Hvac Ingeniería S.A. en la ciudad de Guayaquil
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Fecha
2018
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Universidada de Guayaquil Facutad de Ciencias Administrativas
Resumen
El propósito de este trabajo consiste en la elaboración de un Manual de Procedimientos que
permitirá establecer los lineamientos para el adecuado desempeño de los colaboradores del
Departamento de Compra y Venta de la empresa HVAC INGENIERÍA S.A. determinando las
labores a efectuarse y los responsables de las mismas. Se evidencia malestar por parte de los
clientes por la recurrente falta de atención, desabastecimiento de productos e insumos, de igual
forma hay una falencia en la captación de posibles nuevos clientes por la falta de un manual de
procedimientos que regulen las negociaciones. Este trabajo tiene incidencia en los clientes y en la
compañía ya que este manual aportará a que se logre un servicio predecible, consistente y
confiable, mejore la percepción que tiene el cliente sobre el servicio que recibe, ya que actualmente
se evidencia lentitud en el proceso de compra venta lo que provoca descontento en ambas partes.
Para realizar el trabajo se emplearon técnicas de investigación, entre las cual se realizó una
investigación cuantitativa hacia los clientes que busca cuantificar los datos y aplica una forma de
análisis estadístico. Además, se realizó una observación directa de las actividades que se realizan
en el Departamento de Compra y Venta. Ayudará al fortalecimiento de la estructura organizacional
que define la esencia de las actividades y directrices básicas para el funcionamiento de éste
departamento. Adicionalmente, la elaboración de un manual permitirá mantener un registro
actualizado de los procedimientos que ejecuta esta área.
The purpose of this work is to prepare a Manual of Procedures that will establish the guidelines for the proper performance of the employees of the Purchase and Sale Department of the HVAC company, determining the tasks to be carried out and those responsible for them. There is discomfort on the part of the clients due to the recurrent lack of attention, shortages of products and supplies, in the same way there is a failure to attract new customers due to the lack of a manual of procedures that regulate the negotiations. This work has an impact on the clients and the company, since this manual will contribute to the achievement of a predictable, consistent and reliable service, improving the client's perception of the service they receive, since there is currently evidence of slowness in the process of purchase sale which causes discontent in both parties. In order to carry out the work, research techniques were used, among which a quantitative research was conducted towards the clients that seeks to quantify the data and applies a form of statistical analysis. In addition, direct observation was made of the activities carried out in the Purchase and Sale Department. It will help to strengthen the organizational structure that defines the essence of the activities and basic guidelines for the operation of this department. Additionally, the preparation of a manual will allow maintaining an updated record of the procedures executed in this area. This work contains the following
The purpose of this work is to prepare a Manual of Procedures that will establish the guidelines for the proper performance of the employees of the Purchase and Sale Department of the HVAC company, determining the tasks to be carried out and those responsible for them. There is discomfort on the part of the clients due to the recurrent lack of attention, shortages of products and supplies, in the same way there is a failure to attract new customers due to the lack of a manual of procedures that regulate the negotiations. This work has an impact on the clients and the company, since this manual will contribute to the achievement of a predictable, consistent and reliable service, improving the client's perception of the service they receive, since there is currently evidence of slowness in the process of purchase sale which causes discontent in both parties. In order to carry out the work, research techniques were used, among which a quantitative research was conducted towards the clients that seeks to quantify the data and applies a form of statistical analysis. In addition, direct observation was made of the activities carried out in the Purchase and Sale Department. It will help to strengthen the organizational structure that defines the essence of the activities and basic guidelines for the operation of this department. Additionally, the preparation of a manual will allow maintaining an updated record of the procedures executed in this area. This work contains the following
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MANUAL, LOGÍSTICA, PROCEDIMIENTOS, OPERACIONES