Elaboración de un plan estratégico para servihogar, departamento técnico de la organización, que le permita convertirse en una ventaja competitiva en el mercado de electrodomésticos en dos años

Abstract

This work propose a generic strategy for SERVIHOGAR, the post sales area of the group INDUGLOB – MARCIMEX. Strategy which is part of an environment where the post sale service is considered key point for achieving business goals. The contribution is part of some aspects as follows: Analysis.- Understanding, who are and what is the competition, as well as where it goes. Processes.- Identifying "bottleneck effect" with all involved. Profitability.- Adding the use of this untill now, unknown and not observed variable. Indicators: Identifying indicators that generate value and proposing new methodology, framed in a Balance Score Card. With the assimilation of this strategic aspects, the project is intended to generate a practical contribution to implement comprehensive improvements focused on customer satisfaction. This area has not evolved equaly with the trends and competition, despite the fact of being a leader in this area , whose position may be adversely affected over time.