Year of the consolidation of the Grau Sea

THEME:

FINAL WORK HIRAOKA

COURSE:

QUALITY MANAGEMENT

PROFESSOR:

Sylvia Melgar Choy

MEMBERS:

RIVAS CHRISTIANSEN, STEPHANIE

ORTEGA CANCINO, YENNY

MENDOZA ÁVALOS, RONALD

2016
 INDEX:

1. Summary of the company and area to be studied.

2. Characterization of the chosen process
2.1 Flowchart
2.2 Process Map
3. Presentation of the chosen problem
4. What is the expectation of improvement for the problem?
5. Importance of problem improvement
6.Tools to be used in Problem Analysis
6.1 Analysis of the problem from the chosen perspective
7. Results of the problem analysis
8. Presentation of alternatives to the current situation
9. Choice of an alternative to the current situation
10. Justification of this choice and benefits found.
11. Conclusions and recommendations.
1. Company summary and area to study.

IMPORTACIONES HIRAOKA S.A.C. is a Peruvian company dedicated to the

marketing of technology products, electronic devices, appliances
and office supplies.
It was founded by Don Carlos Ch. Hiraoka 50 years ago. Its origins date back to a
small business in the city of Huanta - Ayacucho. Since 1964 it began its
take off with the opening of its first store in downtown Lima.
The company is a representative of world-renowned brands. At the same time, it has
with its own brand: MIRAY, which covers a vast line of video and audio products,
computing, telephony, photography, air conditioning, white goods and appliances in
currently has four locations: in Lima, Miraflores, San Miguel and
Independence.
It has its own Technical Service and its sales are channeled through payments to
counted, its Unique and Diners Hiraoka credit cards or any other card from
system.

History

Carlos Chiyoteru Hiraoka arrived from Japan only for a visit, but his brother managed to
convince him to stay and seek a future as a dentist in Peru.

Hiraokallegó armed with his dental tools, but after a few

small jobs in the capital have no other option but to go to Ayacucho like
administrator and that is where they learn the management of commerce and administration.

With him as the manager, the store emerges and expands to Huanta, but the premises close due to
political reasons and with his settlement decides to start his own business.

Still not having learned to speak Spanish perfectly, Hiraokapudo managed to adapt to the...
he got married to a girl from Huanta who opened a small shop.
yarn, threads, needles, and fabrics. Everything she earned she saved, and she always managed to stay afloat.
away from debts and loans.

Its economy was growing, and the bazaar was growing in size and reputation, it was so
known and beloved Hiraoka became mayor of Huantay, thus when he reached the peak
In the city, he saw his next target: Lima.

In Lima, I was able to get a spot on the corner of Av. Abancay where success did not
it came so easily, in the first five years various different fields were tested,
sold plastic imports, then it became a bazaar, gift shop, toy store and even
office supplies.

Appliances arrived casually on one of the trips of

Mr. Hiraoka, where a Jewish radio importer proposes that he sell them in his store,
thanks to these sales, the company is expanding, with more branches up to
to have an appliance brand called "Miray"
Raúl, his son, remembers when he was little and asked his father why he gave them
more attention to the workers than to their own children. "He told me we have
Everything for them, they are the foundation of the company.

Despite leaving this world in 2004, Carlos Chiyoteru Hiraoka can see how
the company continues to grow alongside its children. They learned that the
the key to their success is a simple philosophy of love for work and sacrifice, which they learned
firsthand helping in the Huanta store.

Now this family business seeks to welcome external professionals for management
the new projects in South Lima and East Lima.

Vision

To be in the mind of every Peruvian who needs our products and services.

Mission

To be the best alternative in meeting the needs of our clients, promoting

the consumption of our products based on service excellence; achieving your
See the stability of the company and the well-being of its members.

Values

- Commitment
- Be clear and precise in the sales made
- Respect towards our clients
- Honesty of our collaborators

Area of study:

Customer service, from the moment they enter the store, choose the product, make the payment
corresponding and receives the product, as well as customer service for visitors
facilities for information.

QUALITY POLICIES
At HIRAOKA, we are constantly seeking to be the best alternative in satisfying the
needs of our customers, promoting the consumption of our products
based on service excellence; achieving, in turn, the solidity of the company and the
well-being of its members.

We lead quality management and seek to commit to meeting the requirements.

and standards required by the client through:

Control of both internal and external processes, as well as prevention of

failures and problems.

Speed and improvement in customer service, through management policies

people who allow to motivate and encourage the staff, which will enable to achieve
solutions more efficiently.

Manage the resources needed to support execution, monitoring, and improvement

continues from the Quality Management System regarding service improvement and
offered products.

Competitive prices compared to the market on products with high standards of

quality.

2. Characterization of the chosen process.

CUSTOMER SERVICE:

While it is true that the company is constantly seeking increases in

customer satisfaction through the shopping experience, this process is deficient
and has the following characteristics:

There is no personalized service, the customer must approach the counters to

ask about the products.
There are times of high public attendance where many are neglected.
clients.
There are many errors in service tickets.
4. Efficient customer support is not provided.
There are long waiting times.
6. Customer complaints and changes are not handled properly.

2.1 Flow Diagram

The buyer receives a ticket with the product code.

 2. Transport the box
3. Wait before payment
4. Receive information about the amount to be paid
5. Make the respective payment for the product
6. Receive the payment slip
7. Verify that the receipt is compliant

Customer service
Attention provided at the moment.

2.2 ProcessExchange
map of dollars and euros.

Assembly of goods.
Merchandise assembly.

Parking. Strategic Direction.

Technical support. The client can
ICnflrieanesterteuscutraEqupimenatnd see them CCapleianecaitsceóidngire usageerdtneóitelsS
G
ee
adbeocrduadoa Acceptance by a machineries
of credit and debit cards. teaccnaijcaappdaerlapagarprerequisites
products.
advisor personal
Strategic Direction. client.
Warranty (depending del
Garantía (dependiendo on the product)
producto)
3. Presentation of the chosen problem

Customer Service
Work environment: In customer service, we have detected that the problem lies in the
the way customers are served, who must approach the counter to
ask about the products, and do not receive personalized treatment.

In addition to that, the neglect that arises during peak hours has not been anticipated.
influx, the lack of staff for those critical hours.

Technical work environment: Sometimes there is incorrect information and this data
the customer is given this, they might think that we have deceived them and it would create confusion
internal. This could harm the company because the customer would go to buy from another one.
store.

Complaints not taken into account: We have noticed that it takes time to respond.
in response to a complaint about some issues with the product they sell or
they simply ignore the warranty that the product has, and they end up charging
excessive prices. And the customer is not satisfied with the purchase, only dissatisfaction.

4. What is the expectation of improvement regarding the problem

Our expectation is based on considerably improving customer satisfaction.

through the improvement of processes carried out to meet their needs
explicit and implicit. Therefore, it is necessary to provide an efficient experience, reduce
the existing claims, strive to respond to the customer as quickly as possible, for their
compliance.

Always keeping in mind that the customer deserves the best attention.

It is also necessary to implement an improvement in personnel management based on

remuneration improvements, such as incentives and bonuses.

Continuing with the improvement of this management, constant training must be offered.
for the staff who will trigger improvements in product supervision to
to offer.

All these guidelines clearly aim to perceive the increase in the

customer satisfaction and the increase in their choice when they think about buying the
products we offer.

5. Importance of problem improvement

The importance of improving this care process is mainly based on the

search for compliance with the organization's objectives.
The ability to provide an efficient service and achieve an adequate experience will ensure that the
the perception that the customer has of our service improves the company's image and
the position in the minds of these.

QUALITY OBJECTIVES:

1. Reduce costs by 10% monthly generated from customer claims with

reference to returns and failures.

Through the increase in the level of engagement of the members of the organization
regarding the prevention of failures and continuous improvement.

2.- Increase customer loyalty and satisfaction by 20% compared to the

previous year.

Applying the following principles:

Effective internal and external communication – We will communicate everything honestly,

simple, precise, timely, and personalized.

Creativity and innovation - Anticipate the needs and desires of our customers,
partners and shareholders, to develop new solutions.

Compliance – Deliver the orders on time, exceeding expectations both

explicit as well as implicit.

Cabalidad – Carrying out all our activities while meeting the required standards and
fulfill that to which we commit ourselves, paying attention to the details.

3. Increase sales by 25% through the development of new services and

quality products following the following guidelines:

Integrity - Sincere and lasting commitment to practicing an honest relationship

reliable.

Responsibility - Work and meet the assigned requirements, ensuring

for the effectiveness of the team in achieving final results from the beginning to the end
end of the process.

Agility and security in operations - Proactive attitude and dynamic actions

preserving the security and integrity of the goods.

6.Tools to be used in Problem Analysis

Mano de obra
Equipment failures.
System errors.

Attention to
client
Methods Machines
6.1 Analysis of the problem from the chosen perspective

At HIRAOKA we can see that when a customer arrives at the store, they are received by
the best way for the security that is at the door, however that deal
is lost during the purchasing and customer service process, as when the customer
It is derived from their area of interest, there is no person to inform the client what it is.
what needs to be done or how to help the customer make the purchase decision.

A flaw observed while visiting the store was that when a customer approaches
the box and the person in charge is carrying out some other activity, which in their eagerness to
attending to the customer as quickly as possible makes them wait, for this reason the customer becomes
had to go to another register, but their feeling of discomfort was already present, this
could have prevented it with a notice on the box indicating that it is out of service and thus avoid
inconveniences to customers.

Another detail was the stance of the workers in the care devices area.
personnel that is not correct, as they convey an image of tiredness, which could
preventing customers from approaching with enough confidence to make a purchase,
this could be avoided by placing an inspector present in the premises to
control the staff.