La gestión del conocimiento en la Sucursal ARTex de Villa Clara
Archivos
Fecha
2012-06-24
Autores
Corrales Beltrán, Mercedes
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Editor
Universidad Central "Marta Abreu" de la Villas
Resumen
La presente investigación fue realizada en la Sucursal ARTex de Villa Clara, empresa
perteneciente al comercio minorista de bienes. Tiene como objetivo la
implementación de un procedimiento para la gestión del conocimiento cuyo fin es el
de incrementar la eficiencia de dicha entidad. Para el logro de dicho objetivo se
realizó una exhaustiva revisión bibliográfica enfocada en la gestión del conocimiento
y los conceptos derivados de esta; se aplicaron encuestas a una cantidad
significativa de expertos, clientes especializados y trabajadores de la entidad, y se
utilizaron técnicas como la entrevista y la observación. La investigación es de gran
utilidad para la Sucursal ARTex de Villa Clara ya que esta se enfoca en los procesos
claves de la entidad: gestión de la oferta, diseño del punto de venta y satisfacción del
cliente, brindando una herramienta muy valiosa con la cual podrán solucionar
muchos de los problemas relacionados con la satisfacción del cliente y la eficiencia.
This thesis is the result of a research carried out in the Subsidiary ARTex of Villa Clara, an enterprise belonging to the retail market of goods. The objective of the work is the implementation of a proceeding to the knowledge management intended to increase the efficiency of this entity. The thesis accounts with an exhaustive bibliographic revision of different concepts of knowledge management. Additionally several surveys were applied to a significative amount of experts, specialized customers and workers of ARTex. Also there were used techniques like interview and observation. The research is focused in key process of the entity such as: offer management, design of the store and customer satisfaction. The results of the work provide a way to solve several problems of ARTex in Villa Clara like those related to customer satisfaction and efficiency.
This thesis is the result of a research carried out in the Subsidiary ARTex of Villa Clara, an enterprise belonging to the retail market of goods. The objective of the work is the implementation of a proceeding to the knowledge management intended to increase the efficiency of this entity. The thesis accounts with an exhaustive bibliographic revision of different concepts of knowledge management. Additionally several surveys were applied to a significative amount of experts, specialized customers and workers of ARTex. Also there were used techniques like interview and observation. The research is focused in key process of the entity such as: offer management, design of the store and customer satisfaction. The results of the work provide a way to solve several problems of ARTex in Villa Clara like those related to customer satisfaction and efficiency.
Descripción
Palabras clave
Gestión del Conocimiento, Comercios Minoristas, ARTex, Villa Clara, Knowledge Management