TY - GEN
T1 - Modelo de Gestión de Procesos para la Satisfacción del Cliente en una Pyme del Sector Gastronómico
AU - Florian Castillo, Odar R.
AU - Díaz León, Gustavo
AU - Peláez Reyes, Angel C.
AU - LLaque-Fernández, Grant Ilich
N1 - Publisher Copyright:
© 2023 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2023
Y1 - 2023
N2 - The purpose of this study is to design a business process management model for customer satisfaction for an SME in the gastronomic sector; this is a non-experimental and prospective cross-sectional investigation, with a qualitative and quantitative research. The population is all the processes of the organization, where the sample for convenience are exactly 13, considering one of them as the unit of study, also 150 customers are part of this sample. Concluding that the business process management model designed is appropriate to the reality and conditions of the SME, demonstrating it in processes optimization in order to achieve customer satisfaction, using tools such as information systems and process redesign, which would allow a reduction in time and costs in key processes such as customer service and attention and food preparation, thus optimizing valuable resources for the organization, on the other hand, they proposed new processes such as production planning, input standardization, among others; to offer a better quality service to customers thus achieving their satisfaction.
AB - The purpose of this study is to design a business process management model for customer satisfaction for an SME in the gastronomic sector; this is a non-experimental and prospective cross-sectional investigation, with a qualitative and quantitative research. The population is all the processes of the organization, where the sample for convenience are exactly 13, considering one of them as the unit of study, also 150 customers are part of this sample. Concluding that the business process management model designed is appropriate to the reality and conditions of the SME, demonstrating it in processes optimization in order to achieve customer satisfaction, using tools such as information systems and process redesign, which would allow a reduction in time and costs in key processes such as customer service and attention and food preparation, thus optimizing valuable resources for the organization, on the other hand, they proposed new processes such as production planning, input standardization, among others; to offer a better quality service to customers thus achieving their satisfaction.
KW - Business Process Management
KW - Customer Experience
KW - Customer Satisfaction
KW - Customer care and Service
KW - Gastronomic sector
UR - https://www.scopus.com/pages/publications/85172319541
M3 - Contribución a la conferencia
AN - SCOPUS:85172319541
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 21st LACCEI International Multi-Conference for Engineering, Education and Technology
A2 - Larrondo Petrie, Maria M.
A2 - Texier, Jose
A2 - Matta, Rodolfo Andres Rivas
T2 - 21st LACCEI International Multi-Conference for Engineering, Education and Technology, LACCEI 2023
Y2 - 19 July 2023 through 21 July 2023
ER -