LA SATISFACCIÓN DEL CLIENTE DESDE  EL INTERIOR DE LOS PROCESOS

Jaramillo Garza-Juvencio; Carlos Alberto Rodríguez-Garza

doi:10.29105/vtga3.3-1124

Authors

Jaramillo Garza-Juvencio Autonomous University of Nuevo León
Carlos Alberto Rodríguez-Garza Autonomous University of Nuevo León

DOI:

https://doi.org/10.29105/vtga3.3-1124

Keywords:

distribution center, insatisfaction, clients, malpractices

Abstract

This work deals with the study of the perceived image of a distribution center among the branches to which it supplies product, it has a particular importance in the good and bad practices that are carried out in the operational process to deliver the product and have a positive or negative impact on customer satisfaction. An analysis was carried out on 4 possible practices (Refusal, Waste, Error, Delay in time) of the collaborators that directly affect the dissatisfaction of our customers; through different types of measurement and/or historical information collected in the company, a high global result was obtained in terms of commitment; however, within the apparent strength of the same, specific failures were found in some indicators that required a more detailed analysis. It was concluded that 2 out of 4 indicators are not completely defined in their proper development and application. All this allows to deduce that the internal customer is each and every one of the members of the company, to whom it is necessary to sell first, the value of the product that the organization offers and the fundamental importance that he has as a representative of the same, and thus minimize to its maximum each of these problems.

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References

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