Consultoría empresa de transporte

Alumnos: Briggithe Aguirre Mauricio ,Karen Fiorella Gonzáles Sala,s Diego Alonso Lara Hinostroza y Shadya Nyzeth Sánchez Carrera

In 2015, road transport attends the need to mobilize of 83.1 million passengers nationwide. To accomplish this demand, the Transport and Communications Ministry has authorized 434 companies to provide this service. Despite a wide offer, customers are not satisfied, so there was an increase in the number of complaints to these companies. According to INDECOPI, these complaints are mainly due to problems of suitability in the service.
This academic consultancy carried out to the inter-provincial transportation company Turismo CIVA S.A.C. looks for develop a solution that allows it to manage the quality of the operational processes to improve service delivery. To this end, it was used a framework that includes the project management guide PMBOK, the TOGAF framework and the best practices in the management of IT services according to ITIL and the Peruvian Technical Standard ISO/IEC 12207.
It is proposed a solution that allows Turismo CIVA S.A.C. improve the efficiency of the processes that influence the quality of the service. These will be supported by a technological tool that allows controlling and monitoring their performance, as well as provide decision making. With the implementation of the proposed solution, it will be possible to increase the satisfaction of the current customers and capture potential customers.
This work shows that applying quality management from an internal process improvement perspective has the effect of ensuring the quality of the service and, thus, customer satisfaction.