López Bernal, Cristian AlbertoCausil Llorente, Mirleth2022-03-162022-03-162022-03-16https://repositorio.unicordoba.edu.co/handle/ucordoba/4974The business practice carried out in Multridogas de Colombia SAS, Montería headquarters, between the months of November - December 2021 and January - February 2022, in which contributions were made in the commercial area of the company, where the execution of a customer satisfaction survey. Based on the results obtained, an action plan was carried out, which indicates the activities to be carried out, aimed at seeking improvement in the order delivery service by the Multidrogas de Colombia marketer, the data obtained in the survey were analyzed through a matrix SWOT. From this it was possible to obtain a diagnosis of the degree of customer satisfaction when receiving their orders, for which several observations are made, such as the lack of an action plan that would allow optimizing the delivery service of orders, thus providing solutions to existing problems in the commercial area of the company. The creation of said action plan was identified as a possible solution to contribute to the improvement in the delivery of orders by the Colombian Multidrogas marketer. This action plan becomes the product of the business practice processINTRODUCCIÓN………………………………………………………………………...131. OBJETIVOS ................................................................................................... 141.1. GENERAL. .................................................................................................... 141.2. ESPECÍFICOS. ............................................................................................. 142. DESCRIPCIÓN DE LA ENTIDAD................................................................... 152.1. NOMBRE DE LA INSTITUCIÓN .................................................................... 152.2. RESEÑA HISTORICA .................................................................................... 152.3. MISIÓN .......................................................................................................... 172.4. VISIÓN .......................................................................................................... 172.5. OBJETIVOS ESTRATEGICOS ...................................................................... 182.6. VALORES ESTRATÉGICOS ......................................................................... 182.7. PRINCIPIOS INSTITUCIONALES ................................................................. 192.8. ACTIVIDAD DE LA ENTIDAD ........................................................................ 193. DESCRIPCIÓN DE LA DEPENDENCIA DONDE REALIZÓ LA PRACTICA ... 203.1. ESTRUCTURA ORGANIZACIONAL (ORGANIGRAMA FUNCIONAL ........... 204.1. DESCRIPCIÓN DEL PROBLEMA ................................................................. 214.2. PLAN DE TRABAJO ...................................................................................... 224.3. CRONOGRAMA DE ACTIVIDADES .............................................................. 234.4. DESCRIPCIÓN DETALLADA DE LAS ACTIVIDADES .................................. 245. MARCO REFERENCIAL ................................................................................ 255.1 MARCO TEORICO ......................................................................................... 255.1.1 Lamejora continua de la calidad…………………………………………………255.1.2 Deming………………………………………………………………………….…265.1.3 Juran…………………………………………………………………………..……275.1.4 Crosby………………………………………………………………………………285.2. MARCO CONCEPTUAL ............................................................................. 295.2.1.Calidad de servicio………………………………………………………………..295.2.2 Logística comercial…………………………………………………….…….……295.2.3 La industria farmaceutica………………………………………………………… 305.2.4 Plan de mejora……………………………………………………………………..305.2.5 Satisfacción al cliente…………………………………………………………….315.3.MARCOLEGAL………………………………………………………………………325.3.1 Ley 100 de 1993 Artículo 245…………………………………………………...325.3.2 Ley 1208 DE 2008…………………………………...……………………………335.3.3 Ley 1753 de 2015 articulo 72 …………………………………………………… 335.3.3 Ley 1753 de 2015 articulo 72 …………………………………………………… 336. RESULTADOS Y DISCUSIONES ..................................................................... 357. CONCLUSIONES……………………………………………………………………. 388. RECOMENDACIONES ..................................................................................... 39BIBLIOGRAFIA ..................................................................................................... 40ANEXOS ……………………………………………………………………………….... 41application/pdfspaCopyright Universidad de Córdoba, 2022Trabajo de grado - Pregradoinfo:eu-repo/semantics/openAccessAtribución-NoComercial-SinDerivadas 4.0 Internacional (CC BY-NC-ND 4.0)MejoraCalidadClientesDiagnosticoServicioOptimizarImprovementQualityCustomersDiagnosisServiceOptimize