Diseño de un modelo de gestión por procesos para la red de ventas de la empresa DisMedicFarma, año 2015

Abstract

Abstract: Small and medium-sized enterprises (SME) are key to the development of the economy of a country. For these organizations, it should be simple to adjust to changes in the market, nevertheless, factors such as the lack of evaluation, development of new technologies, among others, have affected their capacity to adapt to the demands of a market in constant development. It is at this point where process management provides SMEs with a tool to identify and manage systematically the processes that are being used, and in this way improving the effectiveness of their activities. In the process analysis of the sales department of the company DisMedicFarma, weaknesses in both sales and post-sales services were identified, which are generating losses for the company and inconveniences for the client. This study includes the characteristics, elements, classification and continual improvement of process management of the sales department. In the same way, general aspects of the sales department were included, emphasizing their products, services, structure and process management that are currently being developed. For the collection of this information, bibliographies, surveys, interviews and meetings with management were utilized. As a result of this information a management model for the sales department is proposed that permits optimizing time, resources, profitability and at the same time, improving relationships with the clients.