Estandarización de los procesos del área comercial para la mejora de los indicadores de gestión en negocios generales de Sistemas S.A. NEGSA

Abstract

The present project was realized in General Business of Systems NEGSA located in the neighborhood La Castellana in the Locality of barrios Unidos, in the city of Bogota, which economic activity is the service of maintenance and repair of computers, servers and peripheral equipment. This project has the propuse the standardization of the processes of the commercial area for the improvement of the indicators of management, taking into account the operation of the company for his exposition and that of be implementing would allow the elimination of dead times and the unnecessary reprocess of activities that guarantee the quality of the service to each of his clients. For the development of the project a diagnosis of the area was realized to identify the most relevant generating reasons of problems, using tools as the Ishikawa matrix, Pareto graph. An analysis of the reasons found was realized in order to direct them to the indicators of management, the current indicators were structured and they proposed new indicators based on the aims of the area and there was realized a plan of control and monitoring the indicators under a methodology of insurance of the PHVA cycle. Finally, were standardized the processes of the commercial area and the information was documented, applying the standard (SOS) and the Job elements sheets (JES).