Propuesta de mejora en la calidad de servicio al cliente de la Agencia Naviera Maersk Line del Ecuador C.A.

Abstract

Maersk Line, the general container division of the AP Moller Group - Maersk Group, is dedicated to offering maritime transport services. In Ecuador the company Maersk of Ecuador C.A. It is the agency in charge of exports and the container yard. Maersk was taken as a reference, to study the current performance in customer service offered and propose a plan for improvements in customer service.In order to contribute to Ecuador's port competitiveness, the services offered by Maersk Line within the country were analyzed, from which it could be concluded that some of them do not respond efficiently to the required needs of maritime transport; as well as the detection of deficiencies in the terrestrial distribution and in some other logistic services. To solve the problems encountered, qualitative and quantitative methodologies were combined at the observation level, interviews and quality surveys, as well as the analysis of the statistical data that rated the performance of the shipping company in recent years. With this, a plan was proposed to improve the quality of the service, based on the recognition of faults and the participation of the work team in the improvement of services, with the aim of transmitting a new quality reference in the service offered to customers. In addition, it was also proposed to work with quality marks, certifications and trainings for the staff, making sure to qualify in all the necessary aspects to be at an adequate level of competence.