Diseño del servicio al cliente para la cadena de suministro de aseo e higiene en la Empresa Comercializadora y de Servicios de Productos Universales de Villa Clara
Fecha
2017
Autores
Hernández Cesar, Yanet
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Editor
Universidad Central "Marta Abreu" de Las Villas. Facultad de Ingeniería Mecánica e Industrial. Departamento de Ingeniería Industrial
Resumen
La presente investigación se realizó en la Empresa Comercializadora y de Servicios de Productos Universales de Villa Clara, con el objetivo de seleccionar y aplicar un procedimiento que permita evaluar el nivel de servicio, a través de una adecuada estrategia orientada al cliente, que posibilite satisfacer las exigencias de los mismos y se integre al SIG de la empresa. La realización de la misma estuvo motivada por la insuficiente capacidad de respuesta de la empresa para cumplir con los plazos pactados en los contratos establecidos, debido a que tienen diversos proveedores que se localizan a lo largo del territorio nacional, se encarece la adquisición de los suministros, poca capacidad de almacenamiento, falla a veces la transportación debido al déficit de equipos automotores para el traslado y trasiego de las mercancías. Además, en la empresa no se han realizado estudios sobre el servicio al cliente. Para el logro del mencionado objetivo se emplearon técnicas y métodos de la ingeniería industrial, entre los que se destacan: entrevistas, encuestas, el método de los expertos, el coeficiente de concordancia de Kendall, consulta de documentos, la observación directa, entre otras, los cuales facilitan el desarrollo de los objetivos para llevar a cabo esta investigación. La aplicación del procedimiento seleccionado permitió detectar los principales problemas que afectan el nivel de servicio al cliente en la entidad y tomar las medidas necesarias para su erradicación. Con esta investigación la empresa podrá contar, además, con un procedimiento detallado para estudiar el servicio al cliente de manera sistemática y bajo el enfoque de mejora continua.
The present investigation was carried out in the company of industrial and service products Universal of Villa Clara, with the objective of selecting and applying a procedure that allows to evaluate the level of service, through an adequate strategy oriented to the client, that makes it possible to satisfy the requirements of the same and be integrated into the GIS of the company. The accomplishment of the same one was motivated by the insufficient capacity of answer of the company to fulfill the terms agreed in the established contracts, due to that they have diverse suppliers that are located throughout the national territory, it is expensive the acquisition of the supplies, Little storage capacity, sometimes fails to transport due to the deficit of automotive equipment for the transportation and transfer of goods. In addition, the company has not conducted studies on customer service. In order to achieve this objective, techniques and methods of industrial engineering were used, among which the following stand out: interviews, surveys, expert method, Kendall's concordance coefficient, document consultation, direct observation, among others, which facilitate the development of the objectives to carry out this research. The application of the selected procedure allowed to detect the main problems that affect the level of customer service in the entity and to take the necessary measures for its eradication. With this research the company can also count on a detailed procedure to study the customer service in a systematic way and under the continuous improvement approach.
The present investigation was carried out in the company of industrial and service products Universal of Villa Clara, with the objective of selecting and applying a procedure that allows to evaluate the level of service, through an adequate strategy oriented to the client, that makes it possible to satisfy the requirements of the same and be integrated into the GIS of the company. The accomplishment of the same one was motivated by the insufficient capacity of answer of the company to fulfill the terms agreed in the established contracts, due to that they have diverse suppliers that are located throughout the national territory, it is expensive the acquisition of the supplies, Little storage capacity, sometimes fails to transport due to the deficit of automotive equipment for the transportation and transfer of goods. In addition, the company has not conducted studies on customer service. In order to achieve this objective, techniques and methods of industrial engineering were used, among which the following stand out: interviews, surveys, expert method, Kendall's concordance coefficient, document consultation, direct observation, among others, which facilitate the development of the objectives to carry out this research. The application of the selected procedure allowed to detect the main problems that affect the level of customer service in the entity and to take the necessary measures for its eradication. With this research the company can also count on a detailed procedure to study the customer service in a systematic way and under the continuous improvement approach.
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Palabras clave
Empresa Comercializadora y de Servicios de Productos Universales, Villa Clara, Logística, Servicio al Cliente