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ArtículoAlpha Centauri; Vol. 3 No. 4 (2022): ALPHA CENTAURI (October - December); 57 - 652022SPA

An Application of quality management tools to improve sales processes. Case of a Peruvian company

Ortega Zanabria, Magno FernandoDilas-Jiménez, Josué OtonielDiaz Dumont, Jorge Rafael

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10.47422/ac.v3i4.88 Acceso abierto
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Resumen

The profitability of companies is linked to the improvement of their processes under an integrated approach. An analysis of the operational processes of the company ROCA S.A. was carried out. to optimize the company's income and how the application of quality management tools would influence an integrated process management approach. For this, the DMAIC methodological model was applied, complemented with other methodological tools such as the prioritization matrix, the Ishikawa diagram, the AVA-ESIA analysis, and key indicators, this application turned out to be adequate, allowing the "sales process" to be identified as the strategic process with the highest weighted value to be considered for improvement, whose main problem is the "delay in sending quotes" that the company must reduce to satisfy its customers and optimize the company's income.

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Palabras clave

ProcessescompanyqualityefficiencydelaysProcesosempresacalidadeficienciademoras