Process Management for Continuous Improvement in a B2B Digital Marketing SME Company

Authors

Florian Castillo, Odar Roberto

Bardales Saavedra, Erika Lizbeth

Caso Beltrán, Aris Kiamlee

Abstract

The objective of the research was to determine the influence of the process management model for the continuous improvement of a Digital Marketing company. This study was experimental; applying techniques such as interviews, surveys and observation validated in the opinion of experts, to the general manager, 8 collaborators and 10 companies/clients. The results of the most significant dimensions are: Service Quality increased by 200%, Process Quality increased by 300%, Personnel Quality increased by 100%. The least significant dimensions are: Satisfaction in the Process managed to increase by 48%, Need for Change increased by 24%, Level of Responsibility achieved an increase of 14.9% and in Motivation it remained at 100%. Concluding that the process management model significantly influences continuous improvement, with a NPV of S/33,135, an IRR of 97% and a B/C index of S/ 2.11