Publication: Gestión operativa y calidad de servicio en la empresa de transportes Ave Fénix S.A.C. – Sucursal Piura, periodo 2019 - 2023
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Date
2024
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Universidad Nacional de Trujillo
Abstract
Este trabajo de suficiencia profesional titulado: Gestión operativa y calidad de servicio en la empresa de transportes Ave Fénix S.A.C. – Sucursal Piura, periodo 2019 – 2023, tuvo como objetivo analizar y describir la experiencia profesional obtenida en la empresa de transportes Ave Fénix S.A.C. en el periodo 2019 al 2023, en los cargos de asistente de jefatura de pilotos y administrador de sucursal en la sucursal Piura. La composición de este documento consta de cuatro capítulos; en el primero, se detalla el contexto institucional de Transportes Ave Fénix S.A.C., las responsabilidades correspondientes a los cargos ocupados, la identificación de problemáticas laborales y la definición de los objetivos del informe. El segundo capítulo presenta la base científico-técnica aplicada en el desempeño laboral en la empresa. El tercer capítulo aborda las estrategias propuestas para abordar los problemas identificados. Finalmente, en el cuarto capítulo, se realiza un análisis crítico de la formación recibida en la escuela profesional de administración de la Universidad Nacional de Trujillo. Las conclusiones resaltan una gestión operativa ineficiente con impacto en la calidad del servicio; por lo tanto, se ofrecen recomendaciones específicas para su implementación por parte de Transportes Ave Fénix S.A.C.
ABSTRACT This professional sufficiency work titled "Operational Management and Service Quality in the Transport Company Ave Fénix S.A.C. – Piura Branch, Period 2019 – 2023," aimed to analyze and describe the professional experience gained in the transport company Ave Fénix S.A.C. from 2019 to 2023, in the positions of Assistant Head of Pilots and Branch Administrator at the Piura branch. The document consists of four chapters; the first chapter details the institutional context of Transportes Ave Fénix S.A.C., the responsibilities associated with the positions held, the identification of labor-related issues, and the definition of the report's objectives. The second chapter presents the scientific-technical foundation applied in the professional performance within the company. The third chapter addresses the proposed strategies to address the identified problems. Finally, in the fourth chapter, a critical analysis of the education received in the professional administration school of the National University of Trujillo is conducted. The conclusions highlight inefficient operational management impacting service quality; therefore, specific recommendations are provided for implementation by Transportes Ave Fénix S.A.C
ABSTRACT This professional sufficiency work titled "Operational Management and Service Quality in the Transport Company Ave Fénix S.A.C. – Piura Branch, Period 2019 – 2023," aimed to analyze and describe the professional experience gained in the transport company Ave Fénix S.A.C. from 2019 to 2023, in the positions of Assistant Head of Pilots and Branch Administrator at the Piura branch. The document consists of four chapters; the first chapter details the institutional context of Transportes Ave Fénix S.A.C., the responsibilities associated with the positions held, the identification of labor-related issues, and the definition of the report's objectives. The second chapter presents the scientific-technical foundation applied in the professional performance within the company. The third chapter addresses the proposed strategies to address the identified problems. Finally, in the fourth chapter, a critical analysis of the education received in the professional administration school of the National University of Trujillo is conducted. The conclusions highlight inefficient operational management impacting service quality; therefore, specific recommendations are provided for implementation by Transportes Ave Fénix S.A.C
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Keywords
Gestión operativa, Calidad de servicio, Desempeño laboral