Plan de mejora para la optimización de procesos en servicio postventa en empresas comercializadoras de electrodomésticos.

Abstract

The present document aims to analyze the importance of optimizing processes in the after-sales service of household appliance retail companies, as well as its impact on profitability. To achieve this purpose, a detailed research methodology was developed, including data collection through quantitative and qualitative approaches, using surveys and interviews. The results revealed that the COVID-19 pandemic had a negative impact on household appliance consumption, resulting in a decreased acquisition of new customers for certain companies. Additionally, it was identified that after-sales service is crucial for customer satisfaction, with aspects such as quick issue resolution and service quality being highlighted by the survey respondents. Furthermore, challenges in service consistency, repair and warranty management, return logistics, and staff training in emerging technologies were evident.