Propuesta de mejora para la experiencia de clientes del servicio para el kerosene de aviaciĆ³n
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Archivos
Fecha
2019
Autores
Profesor/a GuĆa
Facultad/escuela
Idioma
es
TĆtulo de la revista
ISSN de la revista
TĆtulo del volumen
Editor
Universidad AndrƩs Bello
Nombre de Curso
Licencia CC
Licencia CC
Resumen
La Calidad en el servicio a los diferentes clientes es una necesidad
constante de ENAP para mantenerlos contentos con la finalidad de generar
empatĆa y asĆ, aumentar a mĆ”s clientes por el servicio entregado.
El Ɣrea de Venta, dentro de la gerencia del mismo nombre ha perdido
trazabilidad constantemente, lo que ha llevado a renovar energĆas dedicadas a
mejorar la atenciĆ³n de sus servicios y procesos.
Por tal efecto, ha provocado disminuciĆ³n de las ventas y ademĆ”s ha
disminuido constantemente la entrega de materiales comprometidos con los
clientes.
Al revisar los flujos y protocolos establecidos no cuentan con
actualizaciones ni nuevos procesos.
En la actualidad las relaciones cliente/ENAP se han distanciado
debido a diferentes y constantes desalineamientos.
El propĆ³sito de la presente tesis es aumentar las ventas de aquellos
clientes cautivos, mejorando la calidad de servicio, dado que esta empresa es un
monopolio a nivel nacional, aun asĆ, se pretende captar a nuevos clientes de otros
sectores industriales, ademƔs, brindar una mejor experiencia de servicio, no tan
solo entregar el producto en la cantidad y tiempo acordado, sino que tambiƩn
generar satisfacciĆ³n, de esta forma, mejorar la calidad del servicio y la cadena de
valor percibida hacia el cliente.
El objetivo de esta propuesta es desarrollar una nueva y mejor
experiencia al cliente, otorgando un nivel de satisfacciĆ³n total hacia Ć©l y ENAP.
Quality in the service to different customers is a constant need of ENAP to keep them happy with the purpose of generating empathy and thus, increase more customers for the service delivered. The Sales area, within the management of the same name, has lost traceability constantly, which has led to the renewal of energies dedicated to improving the attention of its services and processes. For this purpose, it has caused a decrease in sales and has also constantly decreased the delivery of materials committed to customers. When reviewing the established flows and protocols, they do not have updates or new processes. Currently, customer / ENAP relationships have become estranged due to different and constant misalignments. The purpose of this thesis is to increase the sales of those captive customers, improving the quality of service, given that this company is a national monopoly, even so, it is intended to attract new customers from other industrial sectors, in addition, provide a better service experience, not only deliver the product in the amount and time agreed, but also generate satisfaction, in this way, improve the quality of service and the value chain perceived towards the customer. The objective of this proposal is to develop a new and better customer experience, granting a level of total satisfaction towards him and ENAP
Quality in the service to different customers is a constant need of ENAP to keep them happy with the purpose of generating empathy and thus, increase more customers for the service delivered. The Sales area, within the management of the same name, has lost traceability constantly, which has led to the renewal of energies dedicated to improving the attention of its services and processes. For this purpose, it has caused a decrease in sales and has also constantly decreased the delivery of materials committed to customers. When reviewing the established flows and protocols, they do not have updates or new processes. Currently, customer / ENAP relationships have become estranged due to different and constant misalignments. The purpose of this thesis is to increase the sales of those captive customers, improving the quality of service, given that this company is a national monopoly, even so, it is intended to attract new customers from other industrial sectors, in addition, provide a better service experience, not only deliver the product in the amount and time agreed, but also generate satisfaction, in this way, improve the quality of service and the value chain perceived towards the customer. The objective of this proposal is to develop a new and better customer experience, granting a level of total satisfaction towards him and ENAP
Notas
Tesis (Ingeniero Civil Industrial)
Palabras clave
Empresa Nacional del PetrĆ³leo (Chile)., Servicio al Cliente, Control de Calidad, Programas de FidelizaciĆ³n de Clientes.