La Gestión de procesos y la Satisfacción del cliente externo de la empresa Distribuidora Villegas Chiriboga S.A. de la ciudad de Ambato, provincia de Tungurahua.

Abstract

The company Distribuidora Villegas Chiriboga S.A is located in the sector Totoras Km 11 ½ via to Baños in the Ambato city; franchise of Cervecería Nacional dedicated to the distribution of its entire product range for nine years, therefore it is indispensable and necessary perform a analysis constant and research; with the order solve problems of external customer satisfaction of the company. It is for this reason that the research project “La Gestión de Procesos y la satisfacción del cliente externo de la empresa Distribuidora Villegas Chiriboga S.A, de la ciudad de Ambato, provincia de Tungurahua”, it was made because of the importance of providing quality service in the process of distribution the products. The data collected by field research indicate that it is important to correct aspects as a process management as an essential part of improving customer satisfaction, since management is a factor that must be improved. So the proposal resulting from the research is the design of a procedures manual developed in this company, specifically in the area of distribution that permit improve the service offered to external customers of the company because this is likely to significantly reduce dissatisfaction and loss of customers and also the productivity of the company in relation to the service will be improved.