Plan de mejora para el proceso logístico de la empresa Servientrega – Riobamba, provincia de Chimborazo

Abstract

The objective of this research work was to develop an improvement plan for the logistics process of Servientrega Company, located in Riobamba city of Chimborazo province. The development of the study has been based on a qualitative and quantitative methodology, which starts from the analysis of the current situation through the application of surveys identifying the customer's perception of the service received from it, observation sheets that allowed to know the level of compliance with the parameters established in each logistic process and interviews with company officials to know about the operability of the services offered. The deficiencies in the daily activities of the company, including the conditions and manner of distribution of the goods in the facilities distribution center and solution centers, delayed delivery, inadequate handling of merchandise, among others were found. It was continued to develop the improvement plan detailing the tactical objectives, activities, goals, indicators and responsible for the logistics process with the purpose that the company provides an effective and efficient service. Furthermore, a plant distribution defining the zoning of goods within the distribution center, detailing the minimum requirements in the solution centers and a redesign of the process flows to optimize times and processes during its operation were done. Finally, it is recommended to apply the improvement plan to provide optimal service to cash and corporate clients.