Evaluación de los procesos internos del local comercial "Almacén Hertz" y propuesta de un plan de mejora.

Abstract

This research has as its object of study the business Almacén Hertz whose purpose is to value its internal processes, through the use of the appropriate methodology, which allows to elaborate a proposal of improvement for the optimization of its processes, in order to offer a quality service to its users, to maintain business continuity, to increase their profitability, to provide job stability to employees and to generate a competitive management model that adapts to changes in the environment. The research, of qualitative and descriptive nature, used documentary analysis and the non-participant observation technique to collect pertinent information that allowed to identify that the business is currently managing its processes empirically and that strategic processes are non-existent, in addition some opportunities for improvement were found in the operational processes and support processes. Based on these results of the evaluation of the internal processes of the Almacén Hertz, an improvement plan is proposed in this work that will help the business to cover all the needs of the company, both in the field of processes (strategic, operational, support) and at the level of engagement of employees to be part of the change, which will result in the improvement of the service and the satisfaction of the users.