Propuesta de mejora de procesos administrativos en la empresa familiar Librería Dinámica 1.

Abstract

The purpose of this study was to diagnose the administrative management of Librería Dinámica 1, a family-run microenterprise characterized by empirical management and a high degree of centralization by the owner. Using a descriptive and qualitative approach, techniques such as in-depth interviews, direct observation, and analysis of operational indicators were applied, allowing for an understanding of the actual dynamics of the processes of planning, organization, management, control, inventory management, and customer service. As a result of gaps in the business structure, several weaknesses were identified, including the absence of manuals and performance indicators, limited inventory control, and a strong dependence on the owner for decision-making. At the same time, notable strengths were observed, such as personalized service, a solid reputation, customer loyalty, and a dedicated staff. Thanks to the use of SWOT analysis, opportunities were identified, such as increased school demand and easy access to digital resources, while threats included competition from automated systems and high sales only during specific seasons. Furthermore, the CAME matrix was also applied, which aided in formulating strategies to address the current situation through analysis and correction, transforming the initial diagnosis into effective operational plans. Therefore, the PDCA cycle was proposed, characterized as a methodological model for sustainable improvement, with simple steps aligned with the operation of Dynamic Library 1.