El presente trabajo consta de una revisión de la situación actual de la empresa Transportes Pereda S.R.L. / This document describes an opportunity to improve and achieve the actual situation of the company “Transportes Pereda S.R.L” / Trabajo de investigación

The thesis focuses on the analysis of client satisfaction of MITRANET.CZ. The theoretical section draws from generic information regarding the client, methods measuring the client satisfaction and a marketing survey. The analytical section examines the internal and external environment of the company. From the questionnaire survey the results of the study are concluded. The last section offers suggestions and precautions for the enhancement of the MITRANET.CZ’s client satisfaction.

The main intention of the diploma thesis is to analyze customers satisfaction in chosen company. Based on results of sectorial analyses are devise measures to improve the current situation. First part of the thesis desribes theoretical background. Evaluation of the company’s current state is done through the analysis of internal environment and macro and micro environment analysis. The current state of customer satisfaction level is also studied using a questionnaire. The final part includes specific suggestions for improvement of customer satisfaction.

The landscape of banking has changed drastically over the past two decades. Client loyalty is key for banks to stay relevant and deliver sustainable growth. In that context the objective of this research is to identify the main factors that determine client loyalty of small to medium sized businesses to banks and to rank these according to importance. The purpose of the study is using management information systems to determine the client loyalty drivers in SMEs within the banking industry as well as ranking them according to the level of importance. The study defines and provides a broad overview of the different concepts. It further provides an overview of the banking industry and casual factors driving the need to focus on client loyalty. A high-level overview of SMEs are also covered The current problem statement has a look at the various areas of concern to the banking industry such as high level debt ratios, weak corporate demand, and more The research methodology; objectives; design; scope; significance and the limitations of the study are outlined. Obtaining high levels of client loyalty remains a challenge for banks; failing, places banks at risk and hampers their ability to grow. MIS is the main enabler in understanding client loyalty, tracking client behaviour and changing needs. For this purpose a questionnaire was employed to obtain a deeper understanding of what drives client loyalty. A secondary source of information incorporated into the study is recent surveys done by KPMG, Accenture, Ernest & Young, and others. The model currently used by banks is based on the net promoter system. Client satisfaction, and Relationship and Service Quality are factors that get measured and incorporated in the net promoter system. Other factors that showed relevance and impact on client loyalty are Product Quality, Skills/EQ and Corporate/brand image. The researcher aims to explain the effect and influence the aforementioned have on client loyalty as well as rank these in order of importance in small to medium-sized business banking clients in South Africa. Primary data has been used in this study complemented by secondary data. A quantitative method has been adopted for this study. The techniques employed are: Frequency, Reliability (including the mean, standard deviation & Cronbach’s Alpha coefficient) and the Spearman Rank Order Correlations. The sample consisted of SMEs in Johannesburg Central Region and 200 questionnaires were distributed to conveniently selected SMEs out of a total population of 550. Sixty one (61) SMEs responded resulting in a 31% response rate. The study evidenced that the factors listed are interlinked and have an influence on client loyalty. The study has also demonstrated that the link between customer loyalty and true sustainable organic growth is well established. Limitations of the study are discussed. The researcher also recommends that a management information system be employed; that the study be extended to include large and corporate business and that the framework be broadened to include trust, product/channel, skills/EQ and brand/image. / MBA, North-West University, Potchefstroom Campus, 2014

The landscape of banking has changed drastically over the past two decades. Client loyalty is key for banks to stay relevant and deliver sustainable growth. In that context the objective of this research is to identify the main factors that determine client loyalty of small to medium sized businesses to banks and to rank these according to importance. The purpose of the study is using management information systems to determine the client loyalty drivers in SMEs within the banking industry as well as ranking them according to the level of importance. The study defines and provides a broad overview of the different concepts. It further provides an overview of the banking industry and casual factors driving the need to focus on client loyalty. A high-level overview of SMEs are also covered The current problem statement has a look at the various areas of concern to the banking industry such as high level debt ratios, weak corporate demand, and more The research methodology; objectives; design; scope; significance and the limitations of the study are outlined. Obtaining high levels of client loyalty remains a challenge for banks; failing, places banks at risk and hampers their ability to grow. MIS is the main enabler in understanding client loyalty, tracking client behaviour and changing needs. For this purpose a questionnaire was employed to obtain a deeper understanding of what drives client loyalty. A secondary source of information incorporated into the study is recent surveys done by KPMG, Accenture, Ernest & Young, and others. The model currently used by banks is based on the net promoter system. Client satisfaction, and Relationship and Service Quality are factors that get measured and incorporated in the net promoter system. Other factors that showed relevance and impact on client loyalty are Product Quality, Skills/EQ and Corporate/brand image. The researcher aims to explain the effect and influence the aforementioned have on client loyalty as well as rank these in order of importance in small to medium-sized business banking clients in South Africa. Primary data has been used in this study complemented by secondary data. A quantitative method has been adopted for this study. The techniques employed are: Frequency, Reliability (including the mean, standard deviation & Cronbach’s Alpha coefficient) and the Spearman Rank Order Correlations. The sample consisted of SMEs in Johannesburg Central Region and 200 questionnaires were distributed to conveniently selected SMEs out of a total population of 550. Sixty one (61) SMEs responded resulting in a 31% response rate. The study evidenced that the factors listed are interlinked and have an influence on client loyalty. The study has also demonstrated that the link between customer loyalty and true sustainable organic growth is well established. Limitations of the study are discussed. The researcher also recommends that a management information system be employed; that the study be extended to include large and corporate business and that the framework be broadened to include trust, product/channel, skills/EQ and brand/image. / MBA, North-West University, Potchefstroom Campus, 2014

Esta dissertação tem como objetivo apresentar um plano de ação de melhoria para o atendimento dos clientes corporativos de energia elétrica, que utilizam alta tensão. O estudo aplicado foi realizado em uma empresa distribuidora de energia elétrica do Rio Grande do Sul, baseado em uma pesquisa quantitativa de mercado. Trata-se de uma empresa que trabalha com clientes cativos (atendidos exclusivamente pela concessionária), mas o cenário está mudando com a legislação vigente, trazendo a figura do cliente livre, que poderá escolher seu fornecedor de energia elétrica. Os principais resultados da pesquisa revelam que entre as ações prioritárias para a melhoria da satisfação dos clientes corporativos, destacam-se: a reestruturação organizacional da área de relacionamento com o mercado, buscando estreitar o relacionamento entre os empregados da empresa e os clientes; a revisão dos processos internos para melhoria no tempo de resposta aos clientes; e a melhoria na comunicação da empresa com seus clientes, principalmente em relação aos direitos e deveres, o uso adequado de energia e os riscos associados ao uso de energia elétrica. / The purpose of this paper is to present an action plan that leads to the improvement on the services intended for the electric energy clients supplied with high voltage. The study was applied in a company that distributes electric energy in Rio Grande do Sul, and it was based on a quantitative market research. The company works with captive customers (whose services are only provided by this concessionaire). However this scenario is changing with the current legislation, bringing out the figure of free clients who will be able to choose their supplier of electric energy. The main results of this search show that, among the most important actions for client satisfaction improvement, the following are distinguished: (i) company's reorganization, mainly in the customer relationship area, aiming to intensify the relationship between clients and company's employees, (ii) review of the internal process for improvements concerning response time, and (iii) improvement in the communication with its clients, mainly concerning rights and dues, the adequate use of energy, and risks associated to the use of electric energy.

Esta dissertação tem como objetivo apresentar um plano de ação de melhoria para o atendimento dos clientes corporativos de energia elétrica, que utilizam alta tensão. O estudo aplicado foi realizado em uma empresa distribuidora de energia elétrica do Rio Grande do Sul, baseado em uma pesquisa quantitativa de mercado. Trata-se de uma empresa que trabalha com clientes cativos (atendidos exclusivamente pela concessionária), mas o cenário está mudando com a legislação vigente, trazendo a figura do cliente livre, que poderá escolher seu fornecedor de energia elétrica. Os principais resultados da pesquisa revelam que entre as ações prioritárias para a melhoria da satisfação dos clientes corporativos, destacam-se: a reestruturação organizacional da área de relacionamento com o mercado, buscando estreitar o relacionamento entre os empregados da empresa e os clientes; a revisão dos processos internos para melhoria no tempo de resposta aos clientes; e a melhoria na comunicação da empresa com seus clientes, principalmente em relação aos direitos e deveres, o uso adequado de energia e os riscos associados ao uso de energia elétrica. / The purpose of this paper is to present an action plan that leads to the improvement on the services intended for the electric energy clients supplied with high voltage. The study was applied in a company that distributes electric energy in Rio Grande do Sul, and it was based on a quantitative market research. The company works with captive customers (whose services are only provided by this concessionaire). However this scenario is changing with the current legislation, bringing out the figure of free clients who will be able to choose their supplier of electric energy. The main results of this search show that, among the most important actions for client satisfaction improvement, the following are distinguished: (i) company's reorganization, mainly in the customer relationship area, aiming to intensify the relationship between clients and company's employees, (ii) review of the internal process for improvements concerning response time, and (iii) improvement in the communication with its clients, mainly concerning rights and dues, the adequate use of energy, and risks associated to the use of electric energy.

Esta dissertação tem como objetivo apresentar um plano de ação de melhoria para o atendimento dos clientes corporativos de energia elétrica, que utilizam alta tensão. O estudo aplicado foi realizado em uma empresa distribuidora de energia elétrica do Rio Grande do Sul, baseado em uma pesquisa quantitativa de mercado. Trata-se de uma empresa que trabalha com clientes cativos (atendidos exclusivamente pela concessionária), mas o cenário está mudando com a legislação vigente, trazendo a figura do cliente livre, que poderá escolher seu fornecedor de energia elétrica. Os principais resultados da pesquisa revelam que entre as ações prioritárias para a melhoria da satisfação dos clientes corporativos, destacam-se: a reestruturação organizacional da área de relacionamento com o mercado, buscando estreitar o relacionamento entre os empregados da empresa e os clientes; a revisão dos processos internos para melhoria no tempo de resposta aos clientes; e a melhoria na comunicação da empresa com seus clientes, principalmente em relação aos direitos e deveres, o uso adequado de energia e os riscos associados ao uso de energia elétrica. / The purpose of this paper is to present an action plan that leads to the improvement on the services intended for the electric energy clients supplied with high voltage. The study was applied in a company that distributes electric energy in Rio Grande do Sul, and it was based on a quantitative market research. The company works with captive customers (whose services are only provided by this concessionaire). However this scenario is changing with the current legislation, bringing out the figure of free clients who will be able to choose their supplier of electric energy. The main results of this search show that, among the most important actions for client satisfaction improvement, the following are distinguished: (i) company's reorganization, mainly in the customer relationship area, aiming to intensify the relationship between clients and company's employees, (ii) review of the internal process for improvements concerning response time, and (iii) improvement in the communication with its clients, mainly concerning rights and dues, the adequate use of energy, and risks associated to the use of electric energy.

La preocupación por una mejora continua de los procesos al interior de las organizaciones que fortalezca la cultura organizacional ha sido una tendencia cada vez más significativa. En ese sentido, nuestro estudio ha considerado oportuno enfocarse en el "external customer mind set" (mentalidad externa del consumidor o ECMS, por sus siglas en inglés), cuyo significado implica la percepción sobre la satisfacción de los clientes que tienen los colaboradores de una empresa como parte fundamental para la correcta ejecución de su trabajo y hemos tomado como estudio de caso a la empresa Hipermercados Tottus. El propósito de esta investigación es el reconocimiento de la relación entre la cultura de una empresa y la percepción que tienen los colaboradores de dicha organización sobre el cliente (ECMS). Como diseño metodológico hemos considerado un muestreo cualitativo utilizando la técnica de entrevistas (quince colaboradores de la empresa, incluyendo a tres líderes), así como a la gerente de recursos humanos. Los quince casos corresponden a tres locales diferentes: Tottus La Molina, Tottus Atocongo y Tottus Angamos, los cuales corresponden a diferentes niveles socioeconómicos de los clientes con la finalidad de constatar semejanzas en los rasgos de la cultura corporativa. Entre los hallazgos, se evidencia la relación directa entre la cultura organizacional y la percepción de los colaboradores: en nuestro caso de estudio, la cultura de clan manifiesta vínculos con la satisfacción laboral y, a su vez, con la percepción de satisfacción del cliente en la organización. / Trabajos de investigación

El trabajo de investigación está orientado a proponer un Modelo de Gestión de Incidentes, aplicando las buenas prácticas de ITIL v3.0 con elpropósito de mejorar la calidad de los servicios de tecnología de la información (TI) ofrecidos por la entidad en estudio. La aplicación del nuevo modelo de gestión de incidentes implicó la formalización del proceso de gestión de incidentes de tal manera que de modificaran algunos procedimientos que se esfecifican en el presente trabajo. La aplicación del modelo propuesto estuvo respaldada por la gerencia que permitió organizar mejor al personal en el proceso de gestión de incidentes, permitiendoles capacitarse y entender la aplicación del modelo propuesto. de los resultados de la aplicación del modelo, se puede observar que la atención de incidentes y la satisfacción del usuario final mejoraron. La creación de una linea base de indicadores permitirá hacer los ajustes necesarios al modelo con el objetivo de buscar la mejora continua del modelo. / Tesis