TY  - THES 
TI  - Fortalecimiento de las relaciones con el cliente, para el aseguramiento de la calidad
PB  - Universidad Icesi
PY  - 2013
UR  - http://hdl.handle.net/10906/76689
AB  - The graduation project developed to analyze the current state of the company UNIFORMES HENRY and current management process, to identify opportunities for improvement and contribute to the main objective of a program to strengthen relationships with customers, for ensuring the quality. It also seeks to provide an analysis of the key success factors of the company, and their weaknesses, in order to find the strategies for the sustainability of the company in a competitive market.
The study is purely applicative, based on the results obtained from the research. First, it was developed the mission and vision of the company in accordance with the strategic goals of the company, followed by an analysis of the relationships with internal and external customers, through an organizational climate survey and a survey of customer service respectively, to analyze the percentage of satisfaction. The result delivered by the tool to identify existing weaknesses and therefore enables the creation of an action plan, leading to the continuous improvement of production processes and the customer service process carried out by the company.
Finally, this research seeks to implement a form of petitions, complaints and grievances (PQRS), which provides to the company a tool to identify the factors that your customers see them as negative and positive, to make a proper follow-up to these situations, with continuous improvement as its main objective
KW  - Facultad de Ciencias Administrativas y Económicas
KW  - Producción intelectual registrada - Universidad Icesi
KW  - Administración
KW  - Relaciones con el cliente
KW  - Satisfacción del cliente
KW  - Servicio al cliente
KW  - customer service
KW  - Organizational climate
KW  - Management process
ER  -