Propuesta de un manual de procesos, procedimientos y funciones para el área de servicio al cliente del punto Bosa Carbonell de la heladería Nana`s S.A.S.

Abstract

This degree work presents a proposal to the customer service area in Bosa Carbonell Gelato point Nana`s S.A.S., is based on a proposed manual processes, procedures and functions, as this company had several deficit the organization of processes and procedures, leading to inadequate customer service. Gathering information on the observed lack of information, lack of processes it was necessary to organize and assign it responsible for each activity, execution times for each of the activities using the Westinghouse method is established. Process specified by the activities pertaining to each operator or position that runs alongside the approximate time to carry it out, this organization allows a standardized work, along with that manual functions where the profile of each charge displayed this in order to ensure proper customer service and fulfillment of all activities.