Process Management and Customer Service in a Veterinary Clinic in the city of Pacasmayo

Authors

Boñón-Silva, Cesia Elizabeth

Yañez-Falla, Madeleine Brigitte

Bravo-Huivin, Elizabeth Kristina

Deza-Castillo, Juan Miguel

Alfaro-Rosas, Jorge Luis

Holguin-Alfaro, Alfredo Demetrio

Abstract

This research work was aimed at determining the influence of process management on customer service at the Veterinary Clinic My Best Friend in the city of Pacasmayo - La Libertad. The design is pre-experimental, where a reliable questionnaire (Cronbach's Alpha of 0.91) was applied to 90 clients. Likewise, an interview guide applied to the manager and collaborators of the company was taken as data collection instruments. The study began with the situational evaluation, identifying the inefficient development of operations in process management as a problem. The structure of the model was divided into 6 fundamental stages: Company Philosophy, Situational Diagnosis, Process Management Implementation Proposal, Process Time Evaluation, Economic Analysis, and Evaluation and Follow-up of the Proposal. It concludes with an increase in the productivity of the following processes: Vaccination Process by 19.67%, Treatment Process by 12.90%, Surgery Process by 5.70%, Grooming Process by 4, 64% and Sales Process at 8.33%. Likewise, based on the improvements implemented, the level of satisfaction is 65%, with an increase in satisfaction of 9% in relation to the previous evaluation. Finally, the investigation culminated in the economic evaluation, obtaining an investment of S/. S/.11,437.00, a NPV of S/. 92,314.91, an IRR of 235%, a cost benefit of 2.1, that is, for each new sol invested, a benefit of 2.1 and a PRI of 0.4 or its equivalent to 4 months will be obtained.