Propuesta de mejora de la calidad del servicio al cliente en el área de Asistencia Logística del Grupo OET

Abstract

In this work, a diagnosis of the current situation of the OET Group and a documentary review of the agreement with the concepts and variables of quality, service, customer service and service quality were made. The tools that will be used for the collection of information were the review of documents from articles, books, academic web pages, based on the methodology that is deployed. The result obtained is a proposal to improve the quality of customer service in the Logistics Assistance area of ​​the OET Group, which has a set of strategies so that its implementation can be based on the management indicators established for such fin In conclusion, this document contributes in practice to improving the quality of customer service in the Logistics Assistance area of ​​the Grupo OET company and, in this way, makes a difference compared to companies in the sector that have similar characteristics. in the services offered.