UNIVERSIDAD TECNOLÓGICA DE PANAMÁ

FACULTAD DE INGENIERÍA ELÉCTRICA

ELECTRIC AND ELECTRONIC ENGINEERING

Customer’s service and quality

Group: 1EE-111

II Semester 

FINAL PROJECT

Professor:
 Armando Cerrud

Team #4:
Virgilio Hurtado

 Aarón Magdaleno

Jannery Rivas

Yostin Wong

Panamá, October 19th of 2017

 

CHAPTER 1
Company General Information

1. LOCATION

2. TY
TYPE
PE OF BUSI
BUSINE
NESS
SS

3. EMPLOYEES

4. HISTORY

5. VISI
VISION
ON AN
AND
D MIS
MISSI
SION
ON

6. VA
VALU
LUE
E AND
AND PR
PRIN
INCI
CIPL
PLES
ES
 

1. LOCATION

 Apdo. Postal 0302-00200 Zona Libre de Colón, República de Panamá

2. TY
TYPE
PE OF BUSI
BUSINE
NESS
SS

Distribution of perfumery, cosmetics and accessories business in Colombia, Panama

and Central America

3. EMPLOYEES
 

Have a payroll of 10 people of which the majority has a training in sales but not in
customer service.

Employee profile:

Very hardworking people, with basic level of education.

Type of people who are hired:

Young people between 20 to 30-years-old.

4. HISTORY

In the 50's guided by his commercial and adventurous spirit he arrives in Colombia
giving rise to what in 1978 would be called "MILANO Internacional"; one of the main
distribution networks of the perfumery, cosmetics and accessories business extends to
Colombia, Panama and Central America, which continues to expand its horizons in the
same way as its founders did.

5. VISION

“It is the preferred ally of those companies that aim to excel and be leaders in our
region. Respecting their values and enhancing their image”.

6. MISSION

“To be the protector and guard in the construction of value for the brands that MILANO
represents and distributes bringing vitality and innovation to the global strategies of its
allies, giving each brand a personalized management, using our strengths to benefit
them.”

7. VA
VALU
LUE
E AND
AND PRIN
PRINCI
CIPL
PLES
ES
 

  PRINCIPLES:

- Culture of res
esu
ults
- Soc
Socia
iall re
respo
sponsi
nsibi
bilility
ty to the
the co
comm
mmun
unitityy
- Co
Com
mmitme
itment
nt to serv
servic
ice
e

  VALUE:

- Creativity
- Responsibility
- Respect
- Punctuality

CHAPTER 2
 

Quality Service Improvement Opportunities

1 . SU R VEYS

2. ON
ONL
LINE
INE CHA
HAT
T

3. CUS
CUSTOM
TOMER
ER SER
SERVIC
VICE
E SEC
SECTIO
TION
N

4. APP
APPLIC
LICATI
ATION
ON F
FOR
OR SMA
SMARTP
RTPHON
HONES
ES

5. EV
EVAL
ALUA
UATI
TION
ON SY
SYST
STEM
EM

1. SURVEYS
 

the company will have a mailbox in each branch when leaving the client will have
to fill out the survey to be able to leave the building. in this way we can know the
level of service you received

2. ON
ONLI
LINE
NE CHAT
CHAT

online chat on their website to solve any problem from home or anywhere else

3. CUS
CUSTOME
TOMER
R SER
SERVIC
VICE
E SECTIO
SECTION
N
 

specialized customer service division to solve problems and train staff 

4. APP
APPLIC
LICATI
ATION
ON FOR SMAR
SMARTPH
TPHONE
ONES
S

a mobile application where the customer can evaluate the service and can know the
cost of the products, verify the location of the product and manage the procedures.
5. EVA
EVALUA
LUATIO
TION
N SYSTEM
SYSTEM
 

an evaluation system in the quality of customer service in which if the staff gets
the level or improvement will be given a bonus