Diseño de un programa de Gestión del Conocimiento para las unidades de venta de la Cadena de Tiendas TRD Caribe (División Centro), en el municipio de Santa Clara
Cargando...
Archivos
Fecha
Autores
Pérez Mederos, Dailen
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad Central “Marta Abreu” de Las Villas
Resumen
La presente investigación se realizó en dos unidades de venta de la Cadena de Tiendas TRD Caribe (División Centro), en el municipio de Santa Clara, ya que no existe una adecuada formación del personal en contacto directo con el cliente. Tiene como objetivo diseñar un programa de gestión del conocimiento para dicha empresa, que sirva como base en el mejoramiento de la gestión del conocimiento. Además, se realizó un riguroso estudio bibliográfico referente al tema de gestión del conocimiento en las organizaciones cubanas y sus principales conceptos, que contribuyeron a la elaboración de dicho programa. En el desarrollo de este trabajo se utilizó como técnica de investigación la entrevista a los gerentes de las unidades de venta, la encuesta a clientes y la observación. Las técnicas estadísticas que se emplearon, a través del SPSS, fueron Tablas de Frecuencias y Tablas de Estadística Descriptiva. Esta investigación ha sido de gran importancia para la empresa puesto que ha tenido como principal resultado el diseño de un programa de gestión del conocimiento que servirá como base para mejorar el proceso de gestión empresarial.
The present investigation was carried out in two units of sale of the C adena de Tiendas TRD Caribe ( División Cent ro ), in the municipality of Santa Clara, since the personnel's appropriate formation doesn't exist in direct contact with the client. It has as objective to design a pr ogram of administration of the knowledge for this company that serves like base in the improvement of the administration of the knowledge. Also, it was carried out a rigorous bibliographical study with respect to the topic of administ ration of the knowledg e in the c uban organizations and their main concepts that contributed to the elaboration of this program. In the development of this work it was used as investigation technique the interview to the managers of the sale units, the survey to clients and the observation. The statistical techniques that were used, through the SPSS, were Charts of Frequencies and Charts of Descriptive Statistic. This investigation has been of great importance for the company since it has had as main result the design of a progra m of administration of the knowledge that will serve like base to improve the process of managerial administration.
The present investigation was carried out in two units of sale of the C adena de Tiendas TRD Caribe ( División Cent ro ), in the municipality of Santa Clara, since the personnel's appropriate formation doesn't exist in direct contact with the client. It has as objective to design a pr ogram of administration of the knowledge for this company that serves like base in the improvement of the administration of the knowledge. Also, it was carried out a rigorous bibliographical study with respect to the topic of administ ration of the knowledg e in the c uban organizations and their main concepts that contributed to the elaboration of this program. In the development of this work it was used as investigation technique the interview to the managers of the sale units, the survey to clients and the observation. The statistical techniques that were used, through the SPSS, were Charts of Frequencies and Charts of Descriptive Statistic. This investigation has been of great importance for the company since it has had as main result the design of a progra m of administration of the knowledge that will serve like base to improve the process of managerial administration.