Warehouse Management for Customer Satisfaction in an SME in the Commercial Sector

Deza Castillo J.M.; Florián Castillo O.R.; Carrera J.R.P.; Florián-Sánchez O.D. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2023) · DOI: 10.18687/leird2023.1.1.394

Resumen

The research aimed to design an improvement in warehouse management for customer satisfaction of an SME in the commercial sector. A cross-sectional non-experimental methodology was applied to study a sample of 242 clients out of a population of 650. Information was collected using observation guides, an adapted SERVQUAL questionnaire, and documentary analysis formats. The results showed that the level of compliance with warehouse processes was poor, with a score of 2, and that only 20.39% of clients were satisfied with the company's services. In response, an improvement proposal was created that included the development of management formats for the reception, the application of the 5S methodology for storage, a redesign of the warehouse for distribution, and the use of color cards and the Kardex format for control. The improvement design was economically evaluated with a 3-year cash flow, obtaining a NPV of S/19, 328, an IRR of 57.6% and a B/C of 1.35.

Instituciones: Universidad Nacional de Trujillo; Universidad Privada del Norte