Propuesta de mejoramiento de los procesos comerciales en la empresa Puerto Visión Cable S.A. en la provincia de Galápagos Isla Santa Cruz.

Abstract

The company under study has had shortcomings in its sales process over the last few years, which has impacted customer satisfaction and sales. For this reason, the general objective was to develop a proposal to improve the sales processes at Puerto Visión Cable S.A., a company located in the province of Galapagos on Santa Cruz Island. To carry out this study, the theoretical foundations were first established in accordance with the improvement of the sales processes, as well as related work to take them as a reference and establish a methodology in accordance with the needs of the company. Additionally, an analysis of the macro and micro environment of the company was carried out to identify opportunities for improvement. Subsequently, the improvement proposal was designed based on the DMAIC methodology. The main findings of the study are that the causes where more than 80% of the problem is concentrated are due to the lack of customer acquisition strategies, deficiencies in closing sales and customer service, and that when analyzing the sales process, it was not documented. It is concluded that the proposal to improve the commercial process will have a positive impact on increasing operational efficiency, customer satisfaction, increased sales and, in turn, better profitability for the company based on the positive results of the indicators analyzed.