Rediseño del servicio al cliente aplicando la metodología QFD con el propósito de atender los nuevos requerimientos en tiempos de pandemia en la distribución de pan artesanal en Bogotá

Abstract

The purpose of this project consists of being able to potentiate the technical requirements to reach the customers in the best way, fulfilling all their specific requirements of the products they want to obtain. Mainly the biggest problem that presents the neighborhood bakeries is that due to the circumstances of the pandemic of COVID-19 establishments have had losses in sales over 50% and unfortunately in some had to close for lack of income that generated before this pandemic with the tool is seeking to redesign customer service to be more profitable, safer, more reliable and that the products have highquality standards for customers. For the development of the QFD, first an online survey was made to the clients to identify their main needs, after those needs were clear, another survey was made to analyze how important each need is for the clients. Then we will analyze which technical requirement can satisfy the need by making a chart of how (technical requirement) with which (customer need) with a score being 9 a strong relationship 5 a medium relationship and 1 a low relationship. In order to find the relative importance of the technical requirement, that is to say, the higher the percentage of the indicator, it will be taken as the main strength to apply it in the neighborhood bakeries.