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

Abstract

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.