Diseño de un modelo de indicadores de gestión para una empresa retail de ventas de electrodomésticos en la ciudad de Guayaquil.

Abstract

This research had the purpose of establishing management indicators for control, monitoring and improvement of operational and strategic processes for a Retail Company of Sales of Appliances in the city of Guayaquil; This study had a mixed approach, that is, qualitative because of its exploratory and descriptive characteristics, for which interviews were applied to 16 high-level managers, quantitative because it sought to statistically analyze the different aspects included in a survey, which was applied to 110 employees at operational, administrative and support levels. Once the information was processed, it was found that in the areas of the company there are no performance measurements that contribute to the achievement of the company's objectives and this has caused poor communication between the teams, also the collaborators think that once incorporated the indicators within the company will have a competitive advantage in the electrical appliance sales industry, that is, in the improvement of processes, customer service, which are the two fundamental pillars that the company must strengthen in its work teams, all of this allowed to design a proposal of indicators adjusted to the company under study, covering the strategic areas: commercial-sales, purchases and imports, credit and collections, warehouse - logistics, marketing, administration, general cash, systems, financial, human resources, accounting, and, internal control. Finally, once the proposal was presented to the members of the company, a firm commitment was confirmed for its application in search of the fulfillment of the business objectives.