Selección de indicadores de desempeño que permitan mejorar la calidad del servicio y la satisfacción de los clientes en una empresa de artes gráficas de la ciudad de Cuenca

Abstract

In this research work, a selection of performance indicators that a company can apply to improve service quality and customer satisfaction was made. The problem arises from the fact that the company investigated does not implement quality control, which significantly affects customer satisfaction, since in periods prior to carrying out this study, constant product returns were evident in the company's records. finished; which were partially reprocessed (on average up to 64% of the batch) or, alternatively, complete batches of printed or die-cut products that were discarded. This study provides information on the key processes that drive the improvement of the company's process map; In addition, it was possible to determine the areas of the company that must be improved, so the main root causes of the problems were identified. At the end of this research, the statistically technical feasibility of the indicators that contribute to improving the quality of service and customer satisfaction was analyzed. Based on the data from the research carried out, it is concluded that KPIs do not directly contribute to the improvement of service quality and customer satisfaction. But they do constitute a very important tool to control the execution of the service and thus improve quality; This was evidenced as there was an increase in customer satisfaction of 7.4% at the conclusion of this study.