Estandarización de Procesos Operativos y la Satisfacción del Cliente de una Empresa del Sector Joyería

This degree has as its principle aim determinate the influence of operational processes standardization on customer satisfaction of the company of jewelry in the city of Trujillo. The research is of a pre-experimental applied type. The population is made up of the 11 processes that are developed in the company and 114 clients. The sample is made up of the 3 operational processes that are executed in the company and 88 randomly selected clients. The study started with a situational diagnostic of company's operational processes, showing all the problems in each process as a result. According to the information gathered, it was possible to elaborate a process map and had full vision of the company. Then, with the problems identified, the standardized model of operational processes was designed, which allowed raising the level of customer satisfaction with respect to service, product, delivery time, employee service, price, and claims service. Positive variation percentages were obtained in terms of service, product, delivery time, customer service, price and claims; being 45.3%, 35.7%, 108.3%, 61.8%, 28.3% and 53.24% respectively, reflecting an improvement in the fulfillment of claims sent by customers. This article is divided into introduction, state of the art, objectives, material and methods, methodology for the implementation of the standardization of processes, discussion, results and conclusions.