Diseño de un modelo de gestión por procesos para la empresa Servigruas Loja , período 2017-2020

Abstract

Abstract: The truck transport company "Servigruas Loja" was born to meet a need in the citizens of the south of the country, in the field of rescue and towing of vehicles. Today it is a recognized company for its capacity for innovation in machinery and diversification of services.The present research is descriptive in design and is developed under a mixed approach; for data collection, a survey, interview and observation were used to learn about the current situation of the company "Servigruas", with the purpose of designing a process management model to optimise the quality and efficiency of the services it provides to the public.Among the main results, some deficiencies were found in the administrative and communication processes, while in relation to the level of customer satisfaction, the average of the evaluated indicators is high (8.79) very good, on a scale of 1 to 10, which means that there is satisfaction with the management of the company. It is important to continue improving processes to make better use of human, material and economic resources.