Propuesta de un manual de procesos operativos en la empresa de encomiendas Dewan de la ciudad de Riobamba

Abstract

The objective of this study was to generate a proposal about a manual of operational processes in a delivery company called DEWAN located in Riobamba city. The research was developed based on a qualitative methodology with a descriptive research type, using documentary and bibliographic sources of information, a field investigation and taking into account that the investigation was of a non-experimental type. The active economic population of Riobamba city was considered as the population as well as the employees and managers of DEWAN, through the direct observation and observation sheets, interviews and surveys to verify the current situation of the company. The proposal is aimed at creating a manual of operational processes so that the staff relies on a series of technical guidelines to be able to make safe and fast deliveries by motorcycle with all biosafety standards to provide a quality service, and serve customers effectively by improving the logistics of the delivery process. This study establishes responsibilities for both managers and employees as a strategy to implement a control system for the operational process. The implementation of this study is recommended to improve the operational process in DEWAN.