Caracterización de las operaciones de referencia de una empresa distribuidora de reactivos de laboratorio en la ciudad de quito, utilizando el estándar base del modelo scor aplicados a través de un CRM.

Abstract

The main objective of this study is to characterize the reference operations of a laboratory reagents distribution company in the city of Quito, using the base standard of the SCOR (Supply Chain Operations Reference) model applied through a CRM (Customer Relationship Management). The research focuses on analyzing and describing the key operations of the company's supply chain, from the acquisition of reagents to the final delivery to customers. For this purpose, the SCOR model framework is used, which provides a structured and widely recognized approach for the analysis and improvement of supply chain operations. A mixed methodology is used, combining qualitative and quantitative techniques, including surveys, observations and data analysis. Information is collected on processes, activities, information flows, performance indicators and customer relations. The results obtained allow characterizing the reference operations of the company, identifying areas for improvement and proposing recommendations to optimize the supply chain and strengthen the relationship with customers. In conclusion, this study provides a comprehensive view of the reference operations of a laboratory reagents distribution company in the city of Quito, using the SCOR model and a CRM system. The findings and recommendations contribute to the continuous improvement of operations and the delivery of high-quality service to customers in the laboratory reagent distribution sector.