Análisis del proceso de entrega de servicios de transmisión de datos a clientes corporativos Claro
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2017
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Universidad de Guayaquil, Facultad de Ciencias Administrativas, Dirección de Posgrado
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El presente trabajo de titulación especial tiene como objeto de estudio la Logística y sus postulados teórico prácticos, y el campo de acción se sustenta en el análisis de la cadena de valor de la empresa Claro, que se ha visto afectada de manera negativa por una situación particular, que consiste en el atraso del arranque del servicio de transmisión de datos a nuevos clientes corporativos. El objetivo de la investigación consistió en determinar las causas por las cuales se presentó la referida demora en el segundo semestre del año 2016, para reducir el tiempo para iniciar el servicio con los referidos clientes. El estudio se realizó en las áreas de apoyo de la cadena de valor de Claro, conformada principalmente por los Departamentos: Comercial, Soporte, Bodega, Instalación, Producto de datos. Para este estudio se aplicó un enfoque cuantitativo y cualitativo, se diseñó la investigación de campo, descriptiva y explicativa, en virtud que el trabajo se realizó en el ambiente físico de la empresa. Las técnicas de información que se empelaron fueron las encuestas y entrevista, al personal de los procesos de apoyo, y a las gerencias de los departamentos. Permitiendo conocer de cerca la problemática presentada. El resultado de la investigación indica la ineficiente gestión administrativa, en el trámite debido al bajo nivel de importancia que el personal de las áreas de apoyo le dan al trámite de los nuevos clientes corporativos
The present work of special titling has as object of study Logistics and its practical theoretical postulates, and the field of action is based on the analysis of the value chain of the company Claro, which has been negatively affected by a situation Particular, the delay in starting the data transmission service to new corporate customers. The objective of the investigation was to determine the reasons for the delay in the second half of 2016, in order to reduce the time to start the service with these clients. The study was carried out in the support areas of the Claro value chain, mainly made up of Departments: Commercial, Support, Warehouse, Installation, Data Product. For this study a quantitative and qualitative approach was applied, field research was designed, descriptive and explanatory, since the work was done in the physical environment of the company. The information techniques that were used were the surveys and interview, the support process staff, and the departmental managers. Allowing to know closely the problem presented. The result of the investigation indicates the inefficient administrative management, in the process due to the low level of importance that the personnel of the areas of support give to the process of the new corporate clients
The present work of special titling has as object of study Logistics and its practical theoretical postulates, and the field of action is based on the analysis of the value chain of the company Claro, which has been negatively affected by a situation Particular, the delay in starting the data transmission service to new corporate customers. The objective of the investigation was to determine the reasons for the delay in the second half of 2016, in order to reduce the time to start the service with these clients. The study was carried out in the support areas of the Claro value chain, mainly made up of Departments: Commercial, Support, Warehouse, Installation, Data Product. For this study a quantitative and qualitative approach was applied, field research was designed, descriptive and explanatory, since the work was done in the physical environment of the company. The information techniques that were used were the surveys and interview, the support process staff, and the departmental managers. Allowing to know closely the problem presented. The result of the investigation indicates the inefficient administrative management, in the process due to the low level of importance that the personnel of the areas of support give to the process of the new corporate clients
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GESTION, LOGISTICA, CADENA DE VALOR