TY - GEN
T1 - Gestión por Procesos para la Calidad del Servicio en una Empresa Pyme del Sector Servicentro
AU - Florián Castillo, Odar R.
AU - Cortez Burgos, Corali M.
AU - del Luján Barros, Betty R.
AU - Quiñones, Nelson Ángeles
AU - Suarez Torres, Betty L.
AU - Vega Gavidia, Edward
N1 - Publisher Copyright:
© 2021 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2021/1/1
Y1 - 2021/1/1
N2 - The general objective of this research was to demonstrate the influence of process management on the quality of service of an SME company in the service sector. This study was experimental, where the interview guide and the SERVQUAL questionnaire were applied as validated instruments, on the general manager and the clients of the company. The research development begins in the analysis of the current situation of the company, through the pre-test study the problems it is experiencing were shown and according to the statistics obtained, the design of the process management model was carried out, having take into account the key processes in the operational area of the company. Then the process management model was implemented and the impact was evaluated through the post-test study, concluding that process management significantly influences the quality of service of the company. Finally, the economic impact was evaluated, achieving acceptance with the results of a NPV of S/. 1,205 IRR of 13.94% and B/C of s/. 1.11 index.
AB - The general objective of this research was to demonstrate the influence of process management on the quality of service of an SME company in the service sector. This study was experimental, where the interview guide and the SERVQUAL questionnaire were applied as validated instruments, on the general manager and the clients of the company. The research development begins in the analysis of the current situation of the company, through the pre-test study the problems it is experiencing were shown and according to the statistics obtained, the design of the process management model was carried out, having take into account the key processes in the operational area of the company. Then the process management model was implemented and the impact was evaluated through the post-test study, concluding that process management significantly influences the quality of service of the company. Finally, the economic impact was evaluated, achieving acceptance with the results of a NPV of S/. 1,205 IRR of 13.94% and B/C of s/. 1.11 index.
KW - Effectiveness
KW - Efficiency
KW - Process management
KW - Processes
KW - Quality of service
UR - https://www.scopus.com/pages/publications/85122007130
U2 - 10.18687/LACCEI2021.1.1.295
DO - 10.18687/LACCEI2021.1.1.295
M3 - Contribución a la conferencia
AN - SCOPUS:85122007130
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - 19th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology
A2 - Larrondo Petrie, Maria M.
A2 - Zapata Rivera, Luis Felipe
A2 - Aranzazu-Suescun, Catalina
PB - Latin American and Caribbean Consortium of Engineering Institutions
T2 - 19th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology: "Prospective and Trends in Technology and Skills for Sustainable Social Development" and "Leveraging Emerging Technologies to Construct the Future", LACCEI 2021
Y2 - 19 July 2021 through 23 July 2021
ER -