Diseño de un modelo de gestión por procesos para los Almacenes Totalhome, del cantón Riobamba, provincia de Chimborazo

Abstract

This Design of a Process Management Model for Totalhome Warehouse, in the city of Riobamba, has the objective of changing the organizational culture in areas make up the company, in order to establish a process management in the company. For the development of the Design of a Process Management Model, processes, subprocesses, and related activities of purchase, sale, credit and collection were identified, the survey of information through direct observation, interviews, and questionnaires were done, the compliance of policies and guidelines that govern processes were verified, the efficiency and effectiveness degree through management indicators were analysed; allowing to identify the following findings: lack of a manual of functions, lack of management policies, poor management and file of physical and digital documents of clients, breach and inefficiency in the granting and recovery of credits, dissatisfaction and demotivation of personnel, lack of performance control, inefficiency of processes and minimum profitability. A correct application of suggestions denoted in the formulation proposal of policies and guidelines that governs activities are recommended, from the aspect of advising the client, evaluation of requests, credit approval, billing and account recovery, to determine people in charge of doing activities in calculated times for execution, in order to contribute the increase in profitability of the company.