Resumo

CHAVEZ-RUBIO, Sandra Laura; RODRIGUEZ-BRICENO, Betty Jackelinne; ULLOA-BOCANEGRA, Segundo Gerardo  e  BENITES-ALIAGA, Ricardo Steiman. Diagnosis through process management of the Consorcio Ferretero Cielo Azul SAC, 2020. Ing. invest. y tecnol. [online]. 2022, vol.23, n.4, e1873.  Epub 01-Maio-2023. ISSN 2594-0732.  https://doi.org/10.22201/fi.25940732e.2022.23.4.030.

The present research applied the process management of the Consortium Ferretero Cielo Azul SAC to diagnose failures within the corporate sales process in 2020. The type of research was applied and the descriptive design simple. The study had as a population the 3 processes carried out during a corporate sale of the Consorcio Ferretero Cielo Azul SAC. Process mapping techniques, flow diagram, customer travel map, FAST diagram, SIPOC diagram, SMART criteria, Quality House 1, Quality House 2, Pareto diagram, Cause-Effect diagram and AMEF matrix were used for this purpose. This work is limited because only the processes of a corporate sale of the company are diagnosed. Finally, as a result we found 9 critical activities with their respective potential causes of failure within the process studied.

Palavras-chave : Management by processes; critical activities; corporate client; KPI.

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