CONTRIBUTING TO THE IMPROVEMENT OF THE CUSTOMER SERVICE AT THE SANCTI SPÍRITUS MATHISA COMPANY

Abstract

Nowadays, companies face increasingly demanding and changing markets, influenced by external conditions, in addition to the negative impact of business globalization. These changes condition the need for innovation and creativity, therefore it is essential for every company to know its product and the needs of its main customers. These requirements must go hand in hand with the production process, hence tools, design techniques and methodologies must be adopted to enable organizations to configure their production management systems in such a way as to combine effectiveness and efficiency, i.e., to be able to manufacture what the changing market demands, at the lowest possible cost. This paper shows the main results of the application of a procedure to evaluate the quality of the customer service, in order to meet the client´s expectations, through a case study in the Sancti Spiritus MATHISA Company. For this purpose, tools such as the expert method, surveys and interviews, the customer window, and the cause-effect diagram were used. In conclusion, failing to meet delivery deadlines was identified as the main problem.