Maestría en Gerencia Integral por Procesos (tesis)
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Examinando Maestría en Gerencia Integral por Procesos (tesis) por Materia "ADMINISTRACIÓN DE EMPRESAS"
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Ítem Diseño de un modelo de gestión de la experiencia del cliente para el área de fortalecimiento empresarial de la Cámara de Comercio de Cúcuta(Universidad EAFIT, 2023) Cabeza Contreras, Jaice Rossi Carolina; Bedoya Jiménez, Julián Esteban; Giraldo Hernández, Gina MaríaThe objective of this degree work is to design a management model for the customer experience of the Business Strengthening area of the Cucuta Chamber of Commerce in order to achieve customer/user satisfaction with the services, processes and projects provided. The methodology was worked with semi-structured interviews with an internal expert and clients/users, as well as with the documentary review of the procedures and tools that the Business Strengthening area already had. The results that were obtained allowed us to understand the main objective of the Business Strengthening area and where it wants to go in terms of customer experience management, thus obtaining the input for the design and development of the management model proposal for the customer experience. Finally, the management model proposal for the customer experience was designed, which will help manage a cycle of continuous improvement in all the services provided by the Business Strengthening area within the Cucuta Chamber of Commerce, through six stages. That include a series of activities that must be implemented for the correct management of the model.Ítem Mapa de riesgos para el área de operaciones de una empresa de dispositivos médicos de ortopedia de la ciudad de Medellín(Universidad EAFIT, 2023) Amaya Zapata, Laura Camila; Giraldo Hernández, Gina María; Núñez, María AntoniaCurrently, all organizations are structured under different administrative orders in order to develop their strategies and goals; In recent decades, companies have been transforming their processes and have also seen the need to change their way and methodology of developing their activities to become more efficient and effective. In this aspect, the dynamics of working by processes has been innovative and highly beneficial, since it has shown that it is one of the most optimal ways of giving continuity to the organization. In the same way, organizations have discovered that it is important to implement methodologies, measures and tools that contribute to strengthening their organization and building solid processes that allow them to respond to the different adversities that may arise in the environment in which they find themselves. This is how the proposal of this work started from the need to improve the quality of the service provided by the company, taking into account the news and complaints presented by the different clients, it was decided to develop this investigation supported by the urgent need to risk management to which the organization was exposed, which in turn were harming its customer service and its internal activities.