Repositorio Institucional UniAgustiniana
El Repositorio Institucional de la UniAgustiniana administra, preserva y difunde en OPEN ACCESS los documentos académicos de la institución: tesis, trabajos finales de graduación, libros, artículos, resultados de investigación, trabajos docentes, etc. Actualmente está indexado en varios recolectores mundiales de metadatos OAI-PMH que incrementan su visibilidad y permiten la consulta y citación de sus contenidos en todo el planeta, garantizando de este modo el acceso ilimitado y continuo a nuestra producción académica/universitaria.
Recent Submissions
Optimización de la gestión comercial mediante el mejoramiento de la caracterización del proceso en Consultores e Interventores Técnicos S.A.S. de Bogotá D.C. - Optimizing Commercial Management by Improving Process Characterization at Consultores e Interventores Técnicos S.A.S., Bogotá, D.C.
Latorre Arboleda Sergio
This project is aimed at optimizing commercial management through the updating and enhancement of the commercial process characterization at Consultores e Interventores Técnicos S.A.S. The proposal seeks to strengthen the organization and integration of the department’s activities by establishing a clear definition of responsibilities, workflows, and interaction points among the company’s different functional areas. Furthermore, it contributes to the strengthening of internal control mechanisms, the efficient monitoring of operational activities, and the achievement of the organization’s strategic objectives.
Plan de mejora para la importación de accesorios europeos para sistemas de aluminio y vidrio en Alucristal Hernández Leiva Ltda.
Hernandez Beltran Luna Valentina
This document analyzes the construction of an improvement plan, with which
recommendations addressed to Alucristal Hernández Leiva Ltda., to facilitate the successful implementation of a proposed pilot import plan; which suggests formalizing the responsible designation based on foreign trade management within the company's organizational structure. The absence of an internal process that centralizes import activities represents the main operational limitation for the sustained execution of the plan. Integrating this role into the organizational structure ensures operational continuity once it is launched and its implementation matures. The improvement plan advises initiating formal contact with European suppliers, leveraging the platforms and methodologies defined in the first objective. It is suggested to prioritize suppliers from Spain and Italy due to their greater export experience to Latin America and the compatibility of their regulatory systems with the requirements of the Colombian market, and to engage a trusted customs agent to accompany the process from its initial stages. Their advice will reduce the risks of document errors, delays in customs clearance, and unforeseen costs, especially during the initial import operations while the company gains experience in foreign trade. Adapt a cost simulator proposed in the second objective as a mandatory evaluation tool prior to any import decision, verifying that the expected profit margin justifies the investment before committing to any supplier or order, taking advantage of the tariff benefits of the Trade Agreement between Colombia and the European Union, ensuring that the products have the European origin certificate that allows them to access the preferences established in said agreement, which can represent a significant reduction in the total import cost. Systematically document all stages of the import process from the first order, recording contacts with suppliers, documents used, times, actual versus estimated costs, and lessons learned. This documentation will allow the creation of a basic procedures manual that facilitates the replication of the process in future operations and reduces operational errors as the company gains experience in foreign trade.
Propuesta de mejora en la gestión de comercial de Universal Cargo Colombia S.A.S
Cristian Fabra Diaz
This project analyzes commercial management in a freight forwarding company. Following an organizational diagnosis and SWOT analysis, a need was identified to improve information management through a Power BI dashboard to optimize KPI monitoring and decision-making.
Plan de mejoramiento/Apoyo a comunidades colombianas en los Estados Unidos de América
Ortega Hidalgo Shirley Viviana; Ortega Hidalgo Shirley Viviana
This improvement plan proposes a comprehensive model to provide guidance and support to Colombian citizens traveling abroad, with a primary focus on the United States of America. Despite growing migration flows and progress in the modernization of border control systems, there is a gap in institutional support for the socioeconomic integration of Colombians abroad. Using a descriptive methodology and an institutional assessment, the study analyzed deficiencies in digital service channels and their relationship to international business.
From this, it was concluded that information for migrants is scattered across different agencies and that there is a lack of coverage on important socioeconomic issues such as double taxation agreements, the recognition of educational and professional credentials, and guidelines for investing remittances. To address this issue, the proposal focuses on two pillars: the development of a “Guide to Opportunities in the United States of America” and the “Definition of digital strategies to optimize information and promote the use of remittances and the “Country Brand”.
The implementation of this plan will enable Migración Colombia to transition from an exclusively operational model to a comprehensive one. This would reduce the vulnerability of Colombian citizens abroad, promote investment of remittances, and establish migrants as strategic allies for the country’s competitiveness and economic development on the international stage.
Sistema de gestión para la atención de PQRS en la empresa Servicios Públicos Domiciliarios.
OMAR EDUARDO CASAS GUTIERREZ; YILKA SOFIA CUERVO; MILENA BOLIVAR ZABALA
This research is developed within the context of organizational management, specifically in the process of handling petitions, complaints, claims, and suggestions (PQRS) at XYZ E.S.P. The study recognizes customer service as a fundamental element to strengthen service quality, institutional transparency, and organizational efficiency.
The research arises from the identification of problems in the PQRS management process, including delays in response times, lack of standardized procedures, technological limitations, and deficiencies in coordination between departments. These situations affect user satisfaction and compliance with regulations related to the right of petition in Colombia.
The main objective is to analyze the operation of the PQRS process, identify its shortcomings, and propose improvement strategies aimed at optimizing customer service. To achieve this, concepts related to quality management, continuous improvement, and information systems applied to PQRS management were addressed.
Methodologically, the study was developed under a mixed-methods approach, combining quantitative and qualitative analysis through surveys, document review, and analysis of historical records. The results revealed weaknesses in process management, especially in response times, internal communication, and staff training.
Finally, improvement strategies are proposed, focused on the implementation of management indicators, technological strengthening, human talent training, and procedure standardization, in order to consolidate a more efficient customer service system oriented toward user satisfaction.