Mejora del Servicio al Cliente Mediante la Aplicación de una Estrategia en la Empresa Camiones Centro Villa Clara.
Fecha
2008-07-25
Autores
Díaz Gómez, Edey René
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
En el presente trabajo se efectúa el diseño de un procedimiento para elevar el nivel de servicio al cliente y como consecuencia de ello los niveles de venta en Empresa Camiones Centro Villa Clara, siendo seleccionada dicha actividad por la gran importancia que en estos momentos adquiere dentro de la empresa; pues de su labor depende en gran medida los éxitos y avances del resto de las tareas que aquí se llevan a cabo.
Unido a esto, se elabora un procedimiento para elevar el nivel de servicio al cliente, describiendo cada una de las etapas que conforman el mismo. La aplicación de dicho procedimiento presupone un diagnóstico de la situación actual, auxiliándose de técnicas de trabajo en grupo (Método de expertos, encuestas, entrevistas, elaboración de una matriz DAFO con el objetivo de conocer en que dirección hay que mover los recursos y la fuerza de trabajo) para validar y obtener los problemas que mayor influencia tienen en este renglón productivo. Destacándose como problema fundamental el bajo nivel de servicio al cliente que presenta la empresa.
Para prever los niveles de ventas a partir de la cual se traza la estrategia que permita la satisfacción de las necesidades de los clientes principales y para la obtención del nivel de servicio deseado, logrando un crecimiento de los ingresos en ambas monedas.
Presently work is made the design of a procedure to elevate the level of service to the client and I eat consequence of it the sale levels in Company Trucks I Center Villa Clara, being selected this activity by the great importance that he/she acquires inside the company in these moments; because of its work it depends in great measure the successes and advances of the rest of the tasks that here are taken to end. Together to this, a procedure is elaborated to elevate the level of service to the client, describing each one of the stages that conform the same one. The application of this procedure presupposes a diagnosis of the current situation, being aided of technical working in group (experts' Method, surveys, interviews, elaboration of a main DAFO with the objective of to know in that address is to move the resources and the working furze) to validate and to obtain the problems that bigger influence has in this productive line. Standing out as fundamental problem the low-level of service to the client that presents the company. To foresee the levels of sales starting from which strategies are traced which you/they allow the satisfaction of the necessities of the main clients and for the obtaining of the level of wanted service, achieving a growth of the revenues in both currencies.
Presently work is made the design of a procedure to elevate the level of service to the client and I eat consequence of it the sale levels in Company Trucks I Center Villa Clara, being selected this activity by the great importance that he/she acquires inside the company in these moments; because of its work it depends in great measure the successes and advances of the rest of the tasks that here are taken to end. Together to this, a procedure is elaborated to elevate the level of service to the client, describing each one of the stages that conform the same one. The application of this procedure presupposes a diagnosis of the current situation, being aided of technical working in group (experts' Method, surveys, interviews, elaboration of a main DAFO with the objective of to know in that address is to move the resources and the working furze) to validate and to obtain the problems that bigger influence has in this productive line. Standing out as fundamental problem the low-level of service to the client that presents the company. To foresee the levels of sales starting from which strategies are traced which you/they allow the satisfaction of the necessities of the main clients and for the obtaining of the level of wanted service, achieving a growth of the revenues in both currencies.
Descripción
Palabras clave
Matriz DAFO, Servicio al Cliente, Empresa Camiones Centro, Villa Clara