Consulting report – T-Copia S.A.
T-Copia is a Peruvian company with more than 40 years of trajectory, they started providing printing services in their retail stores, and years later, with the technological changes in the industry, they created its second business unit: Digital Solutions. Currently they continue with this two bu...
| Autor Principal: | Arroyo, Carlos |
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| Otros Autores: | Loloy, Silvana |
| Formato: | Tesis de Maestría |
| Idioma: | Español |
| Publicado: |
Pontificia Universidad Católica del Perú
2017
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| Materias: | |
| Acceso en línea: |
http://tesis.pucp.edu.pe/repositorio/handle/123456789/9433 |
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| Sumario: |
T-Copia is a Peruvian company with more than 40 years of trajectory, they started
providing printing services in their retail stores, and years later, with the technological changes in
the industry, they created its second business unit: Digital Solutions. Currently they continue
with this two business units, but is one of them which is facing some issues.
After reviewing the financial information and interviewing some of the employees of the
company, many problems were detected, overall in the first business unit, reason why the whole
project is focused in this one. The key problem in here was that during this year only six of the
seven stores have achieved the profitability. After analyzing the company not only in a
quantitative way, but also in a qualitative one, the conclusion was that the decrease in the sales
was produced overall for the lack of training and motivation in the staff, which leaded to a poor
customer service.
Therefore, the proposed solutions were focused in the improvement of these two fields.
Regarding the training it is important to complement the soft skills like team-work or emotional
intelligence whit hard skills, given that the company’ services are very particular and require a
previous knowledge to provide an accurate customer service. About the motivation, two fields
have to be approached; the first one is the extrinsic, which is going to be solved by the company
with the regularization of the payments to the staff. The second one is the intrinsic motivation,
which is going to be addressed by the Doctrine of 20%, focused on the employees with more
potential and commitment, by letting them use the 20% of their working time in innovative
projects to save cost or increase the sales of the company. The propose solutions will take in
consideration the financial situation of the company, and they will represent no big investment of
money, because there will be an exchange of services with other companies |
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