Diseño de un Modelo de Gestión por Procesos para el Servicio al Cliente del Departamento Técnico de la Empresa Expomedios S.A.

Abstract

Improving the performance of processes in organizations is now a priority, regardless of size or raison d'etre, it is indisputable the fact that the optimization of resources, materials and workmanship are essential to obtain a higher or acceptable margin of profit. The main problem of the company lies in having a traditional organizational structure, which is handled in centralize a way, with no control over their processes, confusing activities, raising costs and excessive waiting times, among others. To improve this situation it is proposed to design a Process Management Model , which allows continuous improvement , especially in Service Management , improving all aspects , making it competitive and solid facing an increasingly demanding market ; taking as a base Methodology of PDCA , flowcharts , cost sheets , and further value-added analysis . Finally, a manual of processes and procedures will be design that will aloud to correctly perform the key activities of the company and thus achieve excellence in service quality.