Examinando por Materia "Know how"

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    Ítem
    Análisis de procesos para el mejoramiento del servicio al cliente a partir del análisis de las operaciones del servicio de inspección, en la empresa Automás Laureles
    (Universidad EAFIT, 2020) Pineda Foronda, Edwin Ricardo; Ramírez Echeverri, Sergio Augusto
    To achieve competitive advantages and financial sustainability over time, companies, especially CDAs, are not enough to simply provide the service in the basic terms of its nature. The mechanical technical review (RTM) is a fundamental requirement for the circulation of motor vehicles. Resolution 3318 of September 14, 2015 talks about the regulation of the rates of RTM services provided by CDAs throughout the national territory. Therefore, rates are not a useful tool to achieve a competitive advantage, however, the strategies and tools of "Relationship Marketing" have been blurred. Stable loyalty and loyalty in the medium term with customers have been minimized, due to deficiencies in customer service. Like any service company, Automás has a very strong pillar in strategic planning which is the increase in market share and growth in its profitability, however, it is necessary to carry out an analysis of the value chain of the process, with In order to find the GAP (Good, Average and Poor) that are generated, this is why according to Edison Duque (2005), that between the expectation that the customer has of the service and the final result, in short the assessment of the service by the customer. In relation to the above, the company Automás (CDA Automás) based in Laureles, currently has problems with customer service and operational differences between the processes (Internal - external) and the tactical guidelines of the current service strategy. The foregoing, because it is one of the 15 strategic objectives for 2020, is to improve the design of the service and its delivery to result in greater customer loyalty and loyalty, which has not been reflected in the results obtained. to date, suggesting gaps in administrative and operational directives or possibly not generating the correct feedback between the areas of each process.
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    Ítem
    Franquicia en Colombia, cómo mutaría de un contrato atípico a un contrato típico, regulación y creación de “proyecto ley” de la franquicia
    (Universidad EAFIT, 2023) Muñoz Mesa, Andrés Felipe; Pulgarín, Juan Fernando
    This monograph analyzes the franchise in Colombia and in the world, assesing existing regulations and the behavior of this business model, establishes commercial and legal guidelines that must be adhered to ensuring the fulfillment of the relationship and contract between the involved parties in a clear and equitable manner, which are reflected in a proposal for a “Franchise Law Project” that aims to create a clear and balanced contract where the contracting parties have rights and duties that help improve their commercial relationship fostering mutual growth with a shared goal that benefits both parties. The methodology used corresponds to a qualitative descriptive-interpretive research focused on a documentary design. It centers on the interpretation of commercial law with a particular focus on franchising. This research is conducted through the compilation of historical information of legal, doctrinal, jurisprudential sources as well as national and international legal concepts. Likewise, an analysis is conducted from the 1991 Political Constitution, which in Article 151 establishes that only the Colombian Congress can enact laws regarding economic intervention, stating its purposes and scope. Similarly, Article 333 of the Constitution asserts that economic activity in Colombia is guided by the principles of a free-market system. The preceding reflects that, the appropriate process to legally establish a franchise contract is the procedure of a bill in Congress, especially when dealing with a right regulated by the industrial property regime, patents, trademarks, or other forms of intellectual property that are inherent to the franchise. This is underscored by the fact that a fundamental aspect of this contractual model involves the licensing of brand, name, and trade identity.