Optimización del proceso operativo y gestión del talento humano en Auto llantas Marlon
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Date
2024-08-01
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Abstract
La documentación de los procesos y la gestión del recurso humano son componentes
esenciales para el funcionamiento efectivo y eficiente de una organización. En la presente
investigación se determinó conocer los procesos existentes y el procedimiento de contratación y
selección en Auto Llantas Marlon, dedicada a la venta, distribución e instalación de llantas y otros
productos automotrices, cuenta con su oficina principal en Comayagua. El análisis se realizó a
través de encuestas aplicadas a los clientes y colaboradores y una entrevista realizada a los gerentes
propietarios, con el fin de obtener resultados y proponer mejoras que impacten positivamente. La
propuesta incluye la elaboración los procesos claves de la empresa, así como los diagramas de
flujos, que permita a los empleados tener claridad de las actividades que realizan, se realizó la
elaboración de un chatbots que le permitirá a la empresa dar una respuesta rápida a sus clientes a
través del WhatsApp empresarial y las redes sociales. Posteriormente se realizó un programa de
capacitación con temas que aporten valor a las actividades diarias y que incluye a todos los
colaboradores y finalmente la estructuración de una figura de recursos humanos en el organigrama,
la creación d descriptores de puestos, indicadores de rendimientos KPI´s y encuestas de
satisfacción, lo anterior con el fin de que la empresa pueda medir el desempeño de los
colaboradores.
Process documentation and human resource management are essential components for the effective and efficient functioning of an organization. In this research, it was determined to know the existing processes and the contracting and selection procedures at Auto Llantas Marlon, which is dedicated to the sale, distribution and installation of tires and other automotive products and has its central office in Comayagua. The analysis was carried out through surveys applied to customers and collaborators and an interview with owner-managers in order to obtain results and propose improvements that have a positive impact. The proposal includes the development of the company's key processes as well as flow charts, which allow employees to have clarity on the activities they perform, and the development of a chatbot that will allow the company to give a quick response to its customers through business WhatsApp and social networks. Subsequently, a training program was carried out with topics that add value to daily activities and that include all employees and finally, the structuring of a human resources figure in the organizational chart, the creation of job descriptors, KPI performance indicators and satisfaction surveys-the above in order for the company to measure the performance of employees.
Process documentation and human resource management are essential components for the effective and efficient functioning of an organization. In this research, it was determined to know the existing processes and the contracting and selection procedures at Auto Llantas Marlon, which is dedicated to the sale, distribution and installation of tires and other automotive products and has its central office in Comayagua. The analysis was carried out through surveys applied to customers and collaborators and an interview with owner-managers in order to obtain results and propose improvements that have a positive impact. The proposal includes the development of the company's key processes as well as flow charts, which allow employees to have clarity on the activities they perform, and the development of a chatbot that will allow the company to give a quick response to its customers through business WhatsApp and social networks. Subsequently, a training program was carried out with topics that add value to daily activities and that include all employees and finally, the structuring of a human resources figure in the organizational chart, the creation of job descriptors, KPI performance indicators and satisfaction surveys-the above in order for the company to measure the performance of employees.
Keywords
Desempeño, Descriptor, Procesos, Recurso Humano, Satisfacción