Implementación de Auditoría interna para Punto de venta AKB30 en Alkosto-Ktronix S.A

Abstract

For organizations, the relationship with the customer is vital to fulfill their mission and vision through the production process. This document contains a proposal for improvement for the automotive management area at Alkosto S.A, focusing on the relationship with customers, as they are the company's main tool. To carry this out, an internal analysis of the area is presented, which highlights the need to strengthen sales management in products related to motorcycles and helmets. Although the company has developed a Customer Relationship Management (CRM), which allows advisors to monitor customers through software that provides information on the current status of customer management, this data requires further analysis to find opportunities for improvement. On the other hand, within the professional practice, specific monitoring has been carried out from March at the AKB30 sales point due to procedural changes and a decrease in sales. This is why the improvement plan focuses on reviewing processes and providing support to the Point of Sale (POS) in order to audit possible procedural failures.