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

Abstract

SMEs are key to a country's economic development, but factors such as lack of knowledge have affected its ability to adapt to the demands of a constantly developing market. Process management is presented as a tool to systematically identify and manage the processes with which they work, thus improving the effectiveness of their activities. This work identified weaknesses in the sales and after sales services of the company DisMedicFarma themselves that are generating losses for the company and have discomforts of the clients. This study included the continuous improvement to the management by processes of the commercial department, also included the general aspects of the sales area, emphasizing its activities, services, structure in the management by processes that currently develops. For the collection of the information was used surveys, interviews to the clients and managers of the company. Based on these data, a management model is proposed for the sales department to optimize times, resources, and improve customer relationships