Rediseño de los Procesos clave en la Sucursal Cimex Villa Clara
Fecha
2012-07-22
Autores
González Pérez, Yasel
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
El siguiente trabajo de diploma aborda la necesidad de implementar un rediseño de los procesos clave de la Sucursal Cimex Villa Clara, dado que los mismos no contribuyen a mejorar el desempeño de la organización. A tal efecto, se persigue como objetivo principal rediseñar los procesos clave de gestión comercial y ventas definidos en el Sistema de Gestión de la Calidad (SGC) en la Sucursal Cimex Villa Clara con un enfoque dirigido a la mejora del desempeño de la organización.
El trabajo de diploma incluye un estudio bibliográfico con el objetivo de elaborar el marco teórico sobre los conceptos, procedimientos para la gestión por procesos, así como la necesidad de rediseño de procesos.
Para dar cumplimiento al objetivo trazado, se rediseñan los procesos clave definiendo a la
Comercialización como único proceso clave detallándose su implementación a través de una ficha de proceso y se definen además como subprocesos la compra y la venta los cuales se describen a través del flujo grama de procesos. Lo cual da solución al problema existente en la Sucursal donde los procesos clave de gestión comercial y ventas definidos en el Sistema de Gestión de la Calidad no contribuyen a mejorar el desempeño de la organización.
Se valida el rediseño mediante el criterio de especialistas y la aplicación parcial. Entre las principales herramientas de búsqueda y tratamiento de información se encuentran: cuestionarios, observación, trabajo con grupo de especialistas y revisión documental.
The following diploma work is about the necessity to introduce a redraw of the key processes of Cimex VC branch, since the same ones don't contribute to improve the redeeming of the organization. To such an effect, it is persued as a main objective to redraw the key processes of commercial gestion and sales defined in the system of administration of the quality in Cimex VC Branch with a focus directed to the improvement of the redeeming of the organization. The diploma work includes a bibliographical study with the objective of elaborating the theoretical mark on the concepts, procedures for the administration for processes, as well as, the necessity to redraw the processes. To give execution to the objective layout, the key processes are redrawn defining to the commercialization like only process nails being detailed its implementation through a process record and it is also defined to other as subprocesses the purchase and the sale which are described through the flow grama of processes, that which gives solution to the existent problem in the Branch where the key processes of commercial administration and sales defined in the system of administration of the quality don't contribute to improve the acting of the organization. This project is validated by means of specialists' criterion, and the partial application. Between the main search tools and treatment of information are finding: Questionnaires, observation, work with specialists' group and documental revision.
The following diploma work is about the necessity to introduce a redraw of the key processes of Cimex VC branch, since the same ones don't contribute to improve the redeeming of the organization. To such an effect, it is persued as a main objective to redraw the key processes of commercial gestion and sales defined in the system of administration of the quality in Cimex VC Branch with a focus directed to the improvement of the redeeming of the organization. The diploma work includes a bibliographical study with the objective of elaborating the theoretical mark on the concepts, procedures for the administration for processes, as well as, the necessity to redraw the processes. To give execution to the objective layout, the key processes are redrawn defining to the commercialization like only process nails being detailed its implementation through a process record and it is also defined to other as subprocesses the purchase and the sale which are described through the flow grama of processes, that which gives solution to the existent problem in the Branch where the key processes of commercial administration and sales defined in the system of administration of the quality don't contribute to improve the acting of the organization. This project is validated by means of specialists' criterion, and the partial application. Between the main search tools and treatment of information are finding: Questionnaires, observation, work with specialists' group and documental revision.
Descripción
Palabras clave
Mejorar la Organización, Gestión Comercial, Gestión de Ventas, Comercialización, Sistema de Gestión de la Calidad, Sucursal Cimex, Villa Clara