Diseño e implementación del área de servicio al cliente en una empresa distribuidora de productos eléctricos empleando la metodología del PMP
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This project shows a methodology to carry out an implementation of the customer service area in a distribution company of electrical products; for this the methodology of the PMP was used, the first plane of the company is based on the collection of current data, they are compared with the current data and the subsequent analysis of the information at the level of the company. The next phase was based on the technical adequacy of the facilities where an analysis of the capacities of the servers of the network was carried out, the quotation and the purchase of new servers and finally their installation; phase 3 consists in the evaluation of the infrastructure requirements in the place where the area was designed, the work was structured, the new equipment was integrated and installed in its final place. To assist in the proper functioning of the area, a marketing plan was incorporated into phase 4 where the management was carried out with the company's suppliers, the dates and marketing campaigns for the product to be carried out were defined and finally the human resource management where the definition of the positions and profiles for them was carried out, recruitment was carried out to finally train them and start managing the clients' requests. Regarding the financial aspect, the project was evaluated 6 results were obtained in the same project. of time, 3 to 5 years with an increase in sales of 5% per year and finally resolves the option of outsourcing the service at the time of implementation in the company; The subsequent analysis of these data results in the writing of results.