Propuesta de Mejora del Grado de Satisfacción del Cliente para la Empresa de E-Comerce “Victoriusbody SAS” con Base a la Metodología de Mejora de Procesos Seis Sigma

Abstract

This paper aims to design a methodology for improving the degree of customer satisfaction oriented standardization and normalization process customer service company VICTORIUSBODY COMERCIALIZADORA SAS, the leader in selling goods company through trade electronic. This proposal has been structured methodology based on process improvement and six Sima under the guidelines and concepts of the International Standard ISO DIS NTC 9001-2015. a presentation of the company, which detail its history, mission, vision, operational structure, areas or departments and processes is exposed is performed. Similarly close relations process and customer service with each and every one of the areas of the organization are evident. The proposal is designed to cover the process of customer service in full, understood as a set of interrelated that allow satisfactorily respond to the needs and requirements of the customer, from the initial stage in the promotion and supply of goods activities until its final stage for the after sales service, taking into account the peculiarity that much of the transaction is done through virtual channels. By implementing quality methodology focused on Six Sigma process, it has implemented a detailed record of each stage of the process involved analysis, which has also allowed to standardize, identify relevant aspects to intervene in accordance with the standard. the critical activities that directly affect customer satisfaction and alternative solutions are discussed, seeking enhancement options, strengths and weaknesses of the process and laying the foundations of our proposal are determined. With the implementation of this project, a significant improvement in customer service process, to identify, analyze and propose action plans to generate a positive impact on customer satisfaction, better positioning against the competition is intended