Aplicación de cartas de control para el proceso de atención al cliente en boutique.

Abstract

This work presents a proposal for a tool capable of establishing statistical control in service companies, which is not frequently used and has helped to further strengthen competitiveness within the market. The control charts are represented by graphs that allow visualizing the variations of a continuous process and determine whether it is under control to take advantage of areas of opportunity or needs corrective measures to implement an improvement in service quality. The general objective under consideration is to evaluate the quality of customer service in the buying and selling process through control charts. The methodology used was exploratory in the field to monitor the processes, followed by descriptive to interpret the data obtained; relatively important techniques such as interview, observation and descriptive statistics were applied, which helped to condense key information in tables and graphs. The results obtained revealed that there are high variations in the time of the purchase process, which exceed the central limit of 10 minutes established by the owner of the boutique, therefore, they needed an explicit analysis. It was concluded that the adequate handling of the procedure, methods and techniques to obtain relevant information and consequently to capture it in tables and control graphics frequently will allow to detect changes in the quality of service.