Propuesta de un modelo de gestión por procesos logísticos para mejorar el nivel de satisfacción del cliente de la empresa Alimentos El Sabor Cía. Ltda.

Abstract

Logistics is a current issue in which several companies concentrate their efforts to achieve an adequate flow of the supply chain that increases the effectiveness of their operations and contributes to customer satisfaction through a better level of service. In this context, the objective of this work is to propose a management model based on logistical processes that has a favorable impact on customer satisfaction at the company Alimentos El Sabor Cía. Ltda. The methodological process of this project is based on field research, exploratory and descriptive where the main tool to be used is the elaboration of surveys aimed at managers and participants of the logistics process, as well as customers. A survey was conducted on 44 people involved in the logistics processes of the company and 381 clients from different provinces of the country. The results of the surveys show the need to implement a new management model for logistics processes in the company Alimentos El Sabor Cía. Ltda., Model that in this work is oriented to the design of a new hierarchical structure of Supply Chain, training of human resources, improvement of the integration of the supply chain through a periodic scheme of meetings and technology and finally the revision and update of logistics management indicators.