Mejoramiento del proceso de entrega en la empresa Mercado Libre Colombia.
Fonseca Espejo, Cesar David
Blanco Lugo, Juan Pablo
González, Carlos Alberto
Universidad El Bosque
MetadataShow full item record
The present degree work entitled "lmprovement ofthe delivery process in the Mercado Libre Colombia company", has as a general objective to develop a proposal to improve the delivery processes in the company that allows to increase the level of service to users. Mercado Libre seeks to improve and generate better experiences for its users in the electronic commerce platform, in its electronic payment system "Mercado Pago", and in its delivery system through Mercado Envíos, so a systematic review of thesis background and bibliographies of books on service level variables. This study was carried out through the evaluation and subsequent diagnosis of the current status of the leve( of servíce offered by Mercado Libre through Mercado Envíos. For the collection of information, the NPS (net promotion score) databases of Mercado Envíos will be used, which provide information about the level of service and degree of user satisfaction. The results indicated by the diagnosis indicate that 90% of customers are not satisfied with the delivery process, nor with the subprocesses of delays, returns, and claims, lndicating that the company presents problems in its delivery process and control of the Threads affected. As a solution, a proposal for logistics management indicators was developed that has better control and measurement of logistics providers, a proposal for address verification through byteplant to improve the de lay and return threads and their flows, and a blueprint proposal to map the claims thread and improve the customer experience and its flow.
TopicsGestión empresarial -- Comercio electrónico -- Colombia
Economía colombiana -- Comercio electrónico
Servicio al cliente -- Comercio electrónico -- Colombia
The following license files are associated with this item: