Procedimiento para la mejora del Nivel de Servicio al Cliente en la empresa TRANSCAR GC
Archivos
Fecha
2008-07-25
Autores
Tieles Martín, Rainer
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
La Empresa de Transporte de Carga Camagüey, a todo efecto legal TRANSCAR GC, ha sido la entidad objeto de estudio en el desarrollo de esta investigación. Estudio motivado a partir la carencia en la entidad de una estrategia que le permita elevar el Nivel de Servicio al Cliente. El propósito de esta investigación radica en definir una ruta de acciones a seguir que permita solucionar problemas como el incumplimiento de cláusulas en los convenios, daños a la carga durante el servicio y demoras en las entregas. La organización presenta además problemas de integración, coordinación y efectividad de sus métodos en procesos como la firma de contratos y atención al cliente, por desconocimiento de técnicas de negociación y comunicación personal; deficiencias que impiden satisfacer a plenitud las exigencias de los clientes.
Los resultados de la aplicación del procedimiento propuesto permitieron entre otros aspectos apreciar hasta qué punto puede ser eficiente la prestación del servicio así como determinar cuáles son los factores clave de éxito con que cuenta la empresa.
Quedó demostrada la factibilidad de utilizar de forma sistemática el procedimiento como herramienta fundamental para mejorar el Nivel de Servicio en la empresa TRANSCAR GC y la posibilidad de extender su aplicación a las demás sucursales del país.
The Company of Freight Transportation of Camagüey, to all legal effects TRANSCAR GC; it has been the entity object of study in the development of this investigation. Study motivated for the lack of a strategy in the entity that allows it to elevate the Level of Service to the Client. The purpose of this investigation it is based on defining a route of actions to follow that allows fixing problems like the unfulfillment of clauses in the agreements, damages to the cargo during the service and delays in the deliveries. It also presents problems of integration, coordination and effectiveness of their methods on processes like the signature of settlements and the attention to the client, due to the ignorance of negotiation techniques and personal communication; deficiencies that prevent to fully satisfy the demands of the clients. The results from the application of the proposed procedure allowed among other aspects; to appreciate how efficient can be the offering of the service as well as determining which are the key factors of success on which the company counts. It was demonstrated the feasibility of using systematically the procedure as fundamental tool to improve the Level of Service in the TRANSCAR GC and the possibility of extending its application to the other branches of the country.
The Company of Freight Transportation of Camagüey, to all legal effects TRANSCAR GC; it has been the entity object of study in the development of this investigation. Study motivated for the lack of a strategy in the entity that allows it to elevate the Level of Service to the Client. The purpose of this investigation it is based on defining a route of actions to follow that allows fixing problems like the unfulfillment of clauses in the agreements, damages to the cargo during the service and delays in the deliveries. It also presents problems of integration, coordination and effectiveness of their methods on processes like the signature of settlements and the attention to the client, due to the ignorance of negotiation techniques and personal communication; deficiencies that prevent to fully satisfy the demands of the clients. The results from the application of the proposed procedure allowed among other aspects; to appreciate how efficient can be the offering of the service as well as determining which are the key factors of success on which the company counts. It was demonstrated the feasibility of using systematically the procedure as fundamental tool to improve the Level of Service in the TRANSCAR GC and the possibility of extending its application to the other branches of the country.
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Palabras clave
Empresa de Transporte de Carga Camagüey, Servicio al Cliente