La optimización de tiempo de entrega y su incidencia en la satisfacción del cliente en la Empresa Servicueros S.A.

Abstract

The present investigation was carried out in the company SERVICUEROS S.A. is located in the neighborhood of Chipoalo and Gustavo, in the province of Cotopaxi in the Salcedo canton. The objective of the research was to study, determine and analyze the most relevant factors through a field study a broad idea of how a manual of functions helps in improving product delivery obtaining customer satisfaction, as it briefly describes the responsibilities and functions guiding the members of the organization and at the same time, is used as a control instrument for departmental heads directing better strategies to achieve the proposed objectives. This research provides a clear idea of the importance of product delivery, because having a good organization that is reflected through flowcharts will have a better visualization of the process accompanied by good communication from the order taking, throughout the production process, reaching the effective delivery, where the customer will feel that their expectations have been met in timeliness and compliance, ie with the parameters according to the efficient and organized logistics process. Another important factor that was taken into account in the research is transportation and logistics, related to a key factor for success in any organization, gaining much strength today and therefore in the competitive market with the sole goal of satisfying the customer to the maximum, it is not only transfer of raw materials or product from one place to another, is a logistics process that will serve to optimize and transform it, to be differentiating entities and position ourselves in the market. In this way, prioritizing these aspects the customer experience will be satisfactory, achieving the company trust and loyalty, managing the service or satisfactory delivery, maximum productivity and profitability.