Business consulting – DINET S.A.
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Date
2021-02-10
Journal Title
Journal ISSN
Volume Title
Publisher
Pontificia Universidad Católica del Perú
Abstract
Dinet es una empresa logística, especializada en brindar servicios de logística integral.
Sin embargo, desde inicio del presente año se encuentra incursionando en proveer soluciones
logísticas para e-commerce. El objetivo de la consultoría descrita en el presente documento
fue identificar el problema principal que afronta Dinet al brindar servicios logísticos ecommerce
soportados en una empresa diseñada para proveer servicios de logística integral.
Luego de reuniones con los responsables de las diferentes áreas involucradas de la empresa se
logró levantar la información necesaria que permitió identificar los problemas internos que
actualmente afectan las operaciones y calidad de los servicios logísticos e-commerce que
Dinet brinda. El problema principal encontrado es la demora en la ejecución de procesos y
tareas en las áreas, generando ineficiencias administrativas y operativas que afectan la
rentabilidad del servicio e-commerce.
Se realizó un análisis interno, un análisis externo y se procedió a la revisión de
literatura enfocada a brindar una base para la propuesta de la solución al problema principal.
Entre la literatura revisada destacan temas como: (a) diseño organizacional, (b) cultura
organizacional y gestión del cambio, (c) herramientas de calidad, (d) procesos, y (e) servicio
al cliente. En base a lo analizado e investigado, se procedió a proponer dos alternativas de
solución al problema principal descrito. Las cuales fueron evaluadas y comparadas en los
siguientes criterios: (a) riesgo, (b) tiempo, (c) valor agregado, y (d) viabilidad económica. Se
obtuvo que la alternativa seleccionada consiste en crear un modelo de negocio e-commerce
apalancado en las áreas existentes, se requiere un presupuesto inicial de S/90,567 y se
obtendrá un ahorro de S/121,718 anual. Después, se identificaron los factores claves de éxito
y los riesgos de la propuesta. Con la información obtenida a lo largo del presente trabajo se
describió la forma de implementación sugerida para la solución propuesta. Finalmente, se
mencionaron los resultados esperado de la implementación de la solución planteada.
Dinet is a logistics company, specialized in providing traditional logistics services. However, since the beginning of this year it has started providing logistics solutions for ecommerce. The purpose of the consultancy described in this document was to identify the main problem that Dinet faces when providing e-commerce logistics services since it is a company designed to provide traditional logistics services. It was necessary to have meetings with the managers of different areas, in order to gather the relevant information that make it possible to realize internal problems related to operations and quality. The main problem found is the delay in the execution of processes and tasks in the areas, generating administrative and operational inefficiencies that affects the e-commerce service profitability. An internal analysis and external analysis were carried out. Also, literature reviewed in order to provide a basis for the proposed solution to the main problem. The literature reviewed was related to the following topics: (a) organizational design, (b) organizational culture and change management, (c) quality tools, (d) processes, and (e) customer service. After this analysis and investigation, two alternatives solutions were proposed to solve the main problem described, which were evaluated and compared on the following criteria: (a) risk, (b) time, (c) added value, and (d) economic viability. The selected alternative consists of the creation of a new e-commerce business model that will be supported by the actual areas, the initial budget considered for this implementation is S/90,567, that will generate a saving of S/121,718 per year. Afterwards, the key success factors and risks that the selected alternative may have were identified. With the information obtained throughout this work, the suggested implementation plan for the proposed solution was described. Finally, the expected results of the implementation of the proposed solution were mentioned.
Dinet is a logistics company, specialized in providing traditional logistics services. However, since the beginning of this year it has started providing logistics solutions for ecommerce. The purpose of the consultancy described in this document was to identify the main problem that Dinet faces when providing e-commerce logistics services since it is a company designed to provide traditional logistics services. It was necessary to have meetings with the managers of different areas, in order to gather the relevant information that make it possible to realize internal problems related to operations and quality. The main problem found is the delay in the execution of processes and tasks in the areas, generating administrative and operational inefficiencies that affects the e-commerce service profitability. An internal analysis and external analysis were carried out. Also, literature reviewed in order to provide a basis for the proposed solution to the main problem. The literature reviewed was related to the following topics: (a) organizational design, (b) organizational culture and change management, (c) quality tools, (d) processes, and (e) customer service. After this analysis and investigation, two alternatives solutions were proposed to solve the main problem described, which were evaluated and compared on the following criteria: (a) risk, (b) time, (c) added value, and (d) economic viability. The selected alternative consists of the creation of a new e-commerce business model that will be supported by the actual areas, the initial budget considered for this implementation is S/90,567, that will generate a saving of S/121,718 per year. Afterwards, the key success factors and risks that the selected alternative may have were identified. With the information obtained throughout this work, the suggested implementation plan for the proposed solution was described. Finally, the expected results of the implementation of the proposed solution were mentioned.
Description
Keywords
Consultores de empresas, Logística empresarial