Diseño de un sistema de indicadores de gestión logística para la empresa Comercializadora Mayorista ITH de Villa Clara
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Autores
González Pérez, Yassiel
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Universidad Central ¨"Marta Abreu" de Las Villas. Facultad de Ingeniería Mecánica e Industrial. Departamento de Ingeniería Industrial
Resumen
El correcto funcionamiento de los principales elementos dentro de una empresa puede brindar una garantía competitiva dentro del ambiente comercial que se vive en estos momentos en las organizaciones cubanas, es por esto que se hace de vital importancia el contar con un sistema que permita evaluar, controlar y tomar acciones de mejora sobre estos elementos. Un punto de vital importancia, en este aspecto dentro de las empresas comercializadoras en general y particularmente en la Comercializadora Mayorista ITH de Villa Clara, es el control de la gestión logística la cual es el pilar fundamental para lograr brindar un servicio al cliente a la altura de las mejores empresas del país. En el marco de estos acontecimientos la presente investigación se propone confeccionar un sistema de indicadores de gestión logística con el fin de evaluar el servicio al cliente en la empresa. Para esto se confecciona un marco teórico referencial del estudio, se realiza una caracterización de la entidad objeto de estudio donde se realiza una evaluación de los indicadores que esta posee, para luego realizar una propuesta de indicadores, los cuales serán sometidos a un juicio de expertos con el fin de evaluar cuáles son los que más peso tienen en la empresa y con estos crear un sistema de indicadores logísticos para evaluar el servicio al cliente.
The proper functioning of the main elements within a company can provide a competitive warranty in the business environment that exists at the moment in Cuban organizations, it is why is vitally important to have a system that allows us to evaluate, monitor and take action to improve on these elements. A point of vital importance in this respect within the trading companies in general and particularly in the ITH Wholesaler Distributor de Villa Clara is the control of logistics management which is the key to achieving provide customer service at the height of the pillar best companies in the country. As part of these events the following research aims to make a system of indicators of logistics management in order to evaluate customer service in the business. This requires a theoretical framework of the study is constructed, a characterization of the entity under study where an assessment of the indicators that this has is performed, and then make a proposal of indicators which will undergo a trial of experts is performed to assess which ones have more weight in the company and these create a system of indicators to assess logistics customer service.
The proper functioning of the main elements within a company can provide a competitive warranty in the business environment that exists at the moment in Cuban organizations, it is why is vitally important to have a system that allows us to evaluate, monitor and take action to improve on these elements. A point of vital importance in this respect within the trading companies in general and particularly in the ITH Wholesaler Distributor de Villa Clara is the control of logistics management which is the key to achieving provide customer service at the height of the pillar best companies in the country. As part of these events the following research aims to make a system of indicators of logistics management in order to evaluate customer service in the business. This requires a theoretical framework of the study is constructed, a characterization of the entity under study where an assessment of the indicators that this has is performed, and then make a proposal of indicators which will undergo a trial of experts is performed to assess which ones have more weight in the company and these create a system of indicators to assess logistics customer service.