基于BPM和MRP的服务管理模型:提高快餐业中小企业客户满意度

IF 2.6 3区经济学 Q1 Business, Management and Accounting

Journal of Business Economics and Management Pub Date : 2023-01-01 DOI:10.18178/joebm.2023.11.2.743

Ricardo Fernandez-Rios, Sebastian Salas-Guillen, Martin Collao-Diaz, J. Quiroz-Flores, A. Flores-Perez

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引用次数: 1

摘要

近年来，餐饮服务业发展迅速。它是当前形势下受影响最大的国家之一。这个行业面临着各种各样的问题和/或挑战，涉及到成本、等待时间、产品质量，以及客户在购买决策中的反复收费，他们的要求更高，不仅希望得到好的产品，还希望得到好的服务。这项工作的目标是提高客户满意度。提出的模型基于业务流程管理(BPM)和物料需求计划(MRP)工具，旨在实现净推荐值(NPS)指标的改进。被评估的公司在该指标中得分为- 2，因为向大量客户提供了较差的服务。在这两个工具实施后，该指标有所改善，新值为6，接近餐馆NPS的平均指标37。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Service Management Model Based on BPM and MRP to Increase Customer Satisfaction in SME in the Fast Food Sector

—The foodservice industry has grown rapidly in recent years. It has been one of the most affected ones in the current situation. This sector faces various problems and/or challenges related to cost, waiting time, quality of products, and recurring charges in the purchase decision by customers, who are more demanding and expect not only a good product but a good service. The objective of this work is to improve customer satisfaction. The proposed model, based on the tool Business Process Management (BPM) and Material Requirement Planning (MRP), is to achieve an improvement in the Net Promoter Score (NPS) indicator. The company under evaluation has a score of −2 in that indicator due to a poor service provided to a significant group of customers. After the implementation of both tools, the indicator improved, and the new value was 6, approaching the average NPS metric for restaurants, which is 37.

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来源期刊

Journal of Business Economics and Management Multiple-

CiteScore

5.80

自引率

3.80%

发文量

审稿时长

15 weeks

期刊介绍： The Journal of Business Economics and Management is a peer-reviewed journal which publishes original research papers. The objective of the journal is to provide insights into business and strategic management issues through the publication of high quality research from around the world. We particularly focus on research undertaken in Western Europe but welcome perspectives from other regions of the world that enhance our knowledge in this area. The journal publishes in the following areas of research: Global Business Transition Issues Economic Growth and Development Economics of Organizations and Industries Finance and Investment Strategic Management Marketing Innovations Public Administration.