“Diseño e implementación de un software CRM para los almacenes de la empresa muebles & colchones Relax S.A., de la ciudad Barranquilla”
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Fecha
2020
Autores
Vera Marquez, Liceth Vanessa
Becerra Moreno, Juan Sebastián
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Ediciones Universidad Simón Bolívar
Facultad de Ingenierías
Facultad de Ingenierías
Resumen
El “Diseño e implementación de un software de CRM para los almacenes de la empresa Muebles & Colchones Relax S.A., en la ciudad de Barranquilla”, nace de la necesidad de la empresa de reducir las pérdidas constantes y crecientes, dicha compañía colombiana con más de 24 años de experiencia en la fabricación, distribución y comercialización de productos para el descanso y confort, ubicada en el kilómetro 5 Vía a Juan Mina del departamento del Atlántico, posee maquinaria y equipos diseñados con tecnología de punta para la fabricación de sus productos. Antecedentes: En los almacenes se ofrece productos tales como: colchones, somieres, almohadas y demás; Como muchas personas a la hora de adquirir un producto, no conocen sus características, se producen algunas situaciones después de ciertas ventas, ejemplo, de cada 18 colchones vendidos por almacén, 4 regresan por afecciones que invalidad la garantía y deben ser costeados por el cliente, aparte de eso 3 más regresaran por servicio de garantía y 2 más solicitan el cambio total del producto, puesto que, no se adecua a sus necesidades por problemas que se estén presentando como dolores, hundimientos, sedimentos de tela, etc. Dicha situación enciende las alarmas lo que hace fundamental intervenir en busca de una solución que disminuya el alto porcentaje de garantías, PQRS y se mejore la calidad de la compra.
This project comes from the need of reducing constant and growing losses of The Relax S.A. Company. It is a Colombian organization that has more than 24 years of experience in the manufacturing, distribution and sales of products used for the rest and comfort of people. It is located in Km 5 of Via Juan Mina, in the Atlántico department. It counts on with machinery and equipment design with modern technology to manufacture these products. Background: In the stores they offer products such as mattresses, bed bases, pillows, and more. Most of the people that buy these products, don´t know the technical characteristic they have. So, because of this, there are many situations that tend to take place after the sale of these products. For example, if each store sales 18 mattresses, 4 of them come back for problems that are not valid for the guarantee and as a consequence they have to be assumed by the customer. Other 3 come back for guarantee services, and 2 more come back for the total change of the product because it doesn´t feed their needs. This pattern makes it necessary to pay attention and look for solutions to decrease the high percentage of guarantees that they are applying in the business and to make it better the quality of sales services.
This project comes from the need of reducing constant and growing losses of The Relax S.A. Company. It is a Colombian organization that has more than 24 years of experience in the manufacturing, distribution and sales of products used for the rest and comfort of people. It is located in Km 5 of Via Juan Mina, in the Atlántico department. It counts on with machinery and equipment design with modern technology to manufacture these products. Background: In the stores they offer products such as mattresses, bed bases, pillows, and more. Most of the people that buy these products, don´t know the technical characteristic they have. So, because of this, there are many situations that tend to take place after the sale of these products. For example, if each store sales 18 mattresses, 4 of them come back for problems that are not valid for the guarantee and as a consequence they have to be assumed by the customer. Other 3 come back for guarantee services, and 2 more come back for the total change of the product because it doesn´t feed their needs. This pattern makes it necessary to pay attention and look for solutions to decrease the high percentage of guarantees that they are applying in the business and to make it better the quality of sales services.
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Palabras clave
CRM, PMI®, Guía PMBOK, Plan de gestión, Estructura de desglose, PMBOK Guide, Management Plan, Breakdown Structure