Gestión del Almacén para la Satisfacción del Cliente en una PYME del Sector Comercial

Abstract

The research aimed to design an improvement in warehouse management for customer satisfaction of an SME in the commercial sector. A cross-sectional non-experimental methodology was applied to study a sample of 242 clients out of a population of 650. Information was collected using observation guides, an adapted SERVQUAL questionnaire, and documentary analysis formats. The results showed that the level of compliance with warehouse processes was poor, with a score of 2, and that only 20.39% of clients were satisfied with the company's services. In response, an improvement proposal was created that included the development of management formats for the reception, the application of the 5S methodology for storage, a redesign of the warehouse for distribution, and the use of color cards and theKardex format for control. The improvement design was economically evaluated with a 3-year cash flow, obtaining a NPV of S/ 19,328, an IRR of 57.6% and a B/C of 1.35.