TY - GEN
T1 - Gestión del Almacén para la Satisfacción del Cliente en una PYME del Sector Comercial
AU - Deza Castillo, Juan M.
AU - Florián Castillo, Odar R.
AU - Carrera, Jailita Rubí Pérez
AU - Florián-Sánchez, O. Daniel
N1 - Publisher Copyright:
© 2023 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2023
Y1 - 2023
N2 - The research aimed to design an improvement in warehouse management for customer satisfaction of an SME in the commercial sector. A cross-sectional non-experimental methodology was applied to study a sample of 242 clients out of a population of 650. Information was collected using observation guides, an adapted SERVQUAL questionnaire, and documentary analysis formats. The results showed that the level of compliance with warehouse processes was poor, with a score of 2, and that only 20.39% of clients were satisfied with the company's services. In response, an improvement proposal was created that included the development of management formats for the reception, the application of the 5S methodology for storage, a redesign of the warehouse for distribution, and the use of color cards and the Kardex format for control. The improvement design was economically evaluated with a 3-year cash flow, obtaining a NPV of S/19, 328, an IRR of 57.6% and a B/C of 1.35.
AB - The research aimed to design an improvement in warehouse management for customer satisfaction of an SME in the commercial sector. A cross-sectional non-experimental methodology was applied to study a sample of 242 clients out of a population of 650. Information was collected using observation guides, an adapted SERVQUAL questionnaire, and documentary analysis formats. The results showed that the level of compliance with warehouse processes was poor, with a score of 2, and that only 20.39% of clients were satisfied with the company's services. In response, an improvement proposal was created that included the development of management formats for the reception, the application of the 5S methodology for storage, a redesign of the warehouse for distribution, and the use of color cards and the Kardex format for control. The improvement design was economically evaluated with a 3-year cash flow, obtaining a NPV of S/19, 328, an IRR of 57.6% and a B/C of 1.35.
KW - Commercial sector
KW - Customer satisfaction
KW - Process improvement
KW - SME
KW - Warehouse management
UR - https://www.scopus.com/pages/publications/85187290620
U2 - 10.18687/LEIRD2023.1.1.394
DO - 10.18687/LEIRD2023.1.1.394
M3 - Contribución a la conferencia
AN - SCOPUS:85187290620
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development
T2 - 3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development, LEIRD 2023
Y2 - 4 December 2023 through 6 December 2023
ER -