ORGANIZACIÓN POR PROCESOS Y SU INFLUENCIA EN EL SERVICIO AL CLIENTE DE LA EMPRESA INVERSIONES PINTO S.A.C

This research seeks to determine the influence of an organization by processes in the customer service of the company Inversiones Pinto S.A.C. The work methodology according to the purpose is applied and according to the design it is pre-experimental. Different instruments were used to collect information, such as: interview guides for workers and managers, observation files, a check list in the sales area, and questionnaires for customers. Regarding the development of the investigation, it began by determining the situation in which the company was; where it was evidenced that its form of management affected the efficiency of its processes and the optimal use of available resources. Accordingly, a new model of management and organization of the processes was proposed, to later carry out its implementation and, finally, evaluate the results to determine how it influenced the level of service of the company. As a result, it was obtained that the proposal had a positive influence on customer service, since before that the shopping experience reached a sum of 199; while once the implementation was made, it rose to 251. Likewise, sales increased by 2.9% and the net result also increased by 1.79%. The same happened, on the environmental level, through the recycling plan it was possible to raise awareness and promote the reuse and separation of the different waste generated by the company. With this, it was possible to reduce the use of paper by 42% mainly. Demonstrating the viability of the proposal in both directions.