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FACULTAD DE INGENIERIA

ESCUELA ACADÉMICO PROFESIONAL DE INGENIERIA INDUSTRIAL

INFORME ESTADÍSTICO

CICLO LOGISTICO EN LA OPTIMIZACION DE LOS PROCESOS DE RECHAZODE LA EMPRESA DIGALIMENTA S.A.C EN EL PERIODO 2014

AUTORES:

1. Jarami! Ramir"#$ J%a&

2. Or'"(a C%a)arr"a$ J*a&+. R!,a", -!ra$ Car!,

4. Si/a Caa"r!$ "&

3. ara T!rr",$ R"&a'!

ASESOR:

LUIS ANTONIO DURAND ROMERO

LIMA5PER62014



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CAPITULO III

CUESTIONARIO: GRFICOS RESULTADOS DE LA ENCUESTAS

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CAPITULO IV

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CAPITULO V

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7",8ri)'i/a 8!& " )r!)<,i'! 7" 7",arr!ar 7",8riir 8!m! i&8i7"

a a*,"&8ia 7" *& m!7"! 7" (",'i<& !(,'i8! "& " )r!8",!)r!7*8'i/!$ ", 7"8ir ," "&8ar(ara 7" 7",8riir m"7ir 8!& a ma!r

)r"8i,i<& )!,i" ,*, 8ara8'"r,'i8a,$ '!ma&7! "& 8*"&'a " ",)a8i!

'i"m)!. Tami& '"&7r 8!m! '8&i8a, 7" r"8!"88i<& 7"

i&;!rma8i<& )rimaria a *'ii#a8i<& 7" a "&8*",'a a !,"r/a8i<&

7" 8am)!.

2!! DISEBO DE INVESTIACIÓN

N! ")"rim"&'a 7" 8!r'" 'ra&,/"r,a



1+

2!! POLACIÓN MUESTRA

2!!1! Po.+aci*$

La )!a8i<& 9*" ," 7","a a&ai#ar ,!& a, "m)r",a, 7i,'ri*i7!ra,7" )r!7*8'!, 7" 8!&,*m! ma,i/! $ "& a a8'*ai7a7 "i,'"& +3?

"m)r",a, r"8!&!8i7a, 7"&'r! 7" ",'" r*r! "& Lima a "m)r",a

DIGALIMENTA S.A.C. *&'! a 12 "m)r",a, m,$ ," "&8*"&'ra& "& "

7i,'ri'! 7" C!ma,.

2!!2! M'e(tra

E& 'a ,"&'i7!$ a "m)r",a DIGALIMENTAS.A.C. S"r/ir 8!m!m*",'ra )ara a r"8!"88i<& 7" 7a'!, m"7ia&'" *& 8*",'i!&ari!

a,a7! "& a )r!"m'i8a )a&'"a7a.

La *&i7a7 7" a&i,i, ,"r " r"a 7" ama8"&ami"&'!

7i,'ri*8i<&K !,"r/a&7! !, m'!7!, 9*" *'ii#a " )"r,!&a 9*" a

a!ra$ a7"m, 7" a ",'r*8'*ra ;,i8a 9*" 'i"&"& )ara "

ama8"&ami"&'! 7" !, )r!7*8'!,.

2!!/! M'e(treo

aria" 8*ai'a'i/a )!a8i<& >&i'a

2!!4! Criterio de i$c+'(i*$

C!m"r8iai#a )r!7*8'!, 7" 8!&,*m! ma,i/!

2!!?! Criterio de ec+'(i*$N! 7i,'ri*a )r!7*8'!, 7" 8!&,*m! ma,i/!

2!! INSTRUMENTOS TCNICAS DE RECOLECCIÓN DE DATOS

La i&;!rma8i<& ," r"8!)i< m"7ia&'" a, /i,i'a, 8!&'i&*a, a r"a 7"

ama8& 7i,'ri*8i<& 7" a "m)r",a DIGALIMENTA S.A.C.$ 7!&7" ,"

'!m< &!'a 7" '!7a, a, !,"r/a8i!&", 9*" ," 8!&,i7"rar!& )"r'i&"&'",.



14

2!!1 F'e$te( de reco+ecci*$

La, ;*"&'", 7" r"8!"88i<& 9*" ," *'ii#ar "& a i&/",'i(a8i<&,"r& )rimaria,$ a 9*"$ a i&;!rma8i<& ,"r )r!)!r8i!&a7a7ir"8'am"&'" )!r " ("r"&'" 7" !)"ra8i!&",.

2!!2 Proce(o #ara +a reco+ecci*$ de +a i$Gor"aci*$

La '8&i8a 7" r"8!"88i<& 7" i&;!rma8i<& 9*" ," *'ii#ara ", "

8*",'i!&ari! a !,"r/a8i<& 7ir"8'a$ 7" a 8*a ," !'*/!

i&;!rma8i<& r""/a&'" 9*" a*7! a&ai#ar a ;!&7! " !"'! 7"",'*7i!.

E )r!8",! "m)"#< "& " m!m"&'! 9*" ," 8!&8!r7< " 'raa! a

r"ai#ar 8!& " ("r"&'" 7" !)"ra8i!&", 7" a "m)r",a DIGALIMENTA

S.A.C. !'"&i"&7! i&;!rma8i<& )"r'i&"&'" )ara " 7",arr!! 7" a

i&/",'i(a8i<&.

Si"&7! a r"8!"88i<& 7" i&;!rma8i<& *&! 7" !, ;a8'!r", m,

im)!r'a&'" 7"&'r! 7" a i&/",'i(a8i<&$ )!r ! 8*a ," "m)"ara !,

,i(*i"&'", i&,'r*m"&'!,

2!!/ T;c$ica(

C*",'i!&ari!

O,"r/a8i<&

2!!4 I$(tr'"e$to de reco+ecci*$ de dato(

F!rma'! 7!&7" >(*r"& '!7a, a, )r"(*&'a, r"a8i!&a7a, a i&;!rm"",'a7,'i8!,.

Cmara, ;!'!(r>8a, 9*" a)!"& a !,"r/a8i<& a&ai#ar !,",)a8i!, 7" 8%"9*"!.

F!rma'! 7!&7" 8!&'"&(a '!7!, !, )a,!, 7" )r!8",! 7" r"8%a#!,

7!&7" ," m*",'r" !, 'i"m)!, ";"8'i/!, m*"r'!,.



13

CAPITULO III

CUESTIONARIO RHFICOS RESULTADOS DE LA ENCUESTAS

PREUNTAS

1 Cree '(ted J'e e$ +a di(tri.'idora e+ #roce(o #ara +ade,o+'ci*$ de "ercadera e( e)cie$teK

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F*"&'": Ci"&'", i&'"r&!, 7" a "m)r",a Di(aim"&'a S.A.C.Ea!ra7! )!r: Ea!ra8i<& )r!)ia

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EFICIENCIA DE LA DISTRIUIDORA EN EL PROCESO DE DEVOLUCIÓN DE MERCADERÍA

P!r8"&'a."ZJ



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de,o+'ci*$ de "ercaderaK

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(' #edidoK

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Ea!ra7! )!r: Ea!ra8i<& )r!)ia

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MOTIVO MHS USADO POR EL CLIENTE PARA REC8A:AR SU PEDIDO

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1

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POSILES CAMIOS EN LA COMPABÍA PARA SU MEQORA

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LA CALIDAD DE LOS PRODUCTOS

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11 A+-'$a ,e7 +a e"#re(a $o a ++e-ado a e$tre-ar ('#rod'ctoK




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LA DEMORA SE DEE A PROLEMAS DE ORANI:ACIÓN

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De"ora de #rod'cto( (a+ido( de a+"ac;$

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LOS PRECIOS DE LA COMPABÍA EN VENTAS

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+1

CAPITULO IV

CONCLUSIONES!

C!&8*im!, 9*" a "m)r",a Di(aim"&'a SAC &! 'i"&" )"r,!&a

8a)a8i'a7! a7"m, &! 8*"&'a 8!& a '"8&!!(a a)r!)ia7a )ara

9*" ," )*"7a 8*m)ir *& *"& 8i8! !(,'i8! a8a&#ar a'!,

&i/"", 7" ">8i"&8ia. A7i8i!&a a "! ," 8!&8*" 9*" " 8i8! !(,'i8! 7" a "m)r",a

Di(aim"&'a S.A.C. ", i&'"rr*m)i7! "& m*8%a, !8a,i!&", 7"i7! a

ma ma&"! 7" !, )r!8",!,$ ",'a 'ra" 8!&,i(! !, 8!&!8i7!,

r")r!8",!,Q$ ("&"ra&7! 8!,'!, a7i8i!&a", a a "m)r",a.



+2

ANEOS



++

CAPITULO V

ANEOS!

3.1. MATRIZ DE LOS DATOS SSPS

Vi(ta de dato(

Vi(ta de ,aria.+e(



+4

?!2! CUESTIONARIO

CICLO LOISTICO EN LA OPTIMI:ACION DE LOS PROCESOS

DE REC8A:O DE LA EMPRESA DIALIMENTA S!A!C EN EL

PERIODO 2014

OQETIVOS Sa"r 8* ", " 8i8! 9*" ," "/a "& !, )r!8",!, 7"

r"8%a#!, 7" a "m)r",a DIGALIMENTA S.A.C.

INSTRUCCIÓN E,'" 8*",'i!&ari! %a ,i7! 7i/i7i7! "& 2 ,"88i!&",

)ri&8i)am"&'": E& a )rim"ra )ar'" '"&"m!, !, 7a'!, )"r,!&a", "& a

,"(*&7a )ar'" '"&"m!, !, 7a'!, ("&"ra",.

A(ra7"8"ram!, 9*" r",)!&7a a '!7a, a, )r"(*&'a, 7" a8*"r7! a ,*

)"r8")8i<&. R",)!&7a a a, )r"(*&'a, mar8a&7! ,!! *&a !)8i<&. Em)""

a)i8"r! )ara r""&ar " 8*",'i!&ari!.

A. DATOS GENERALES:

N!mr", A)"i7!,: ==================.

======......................

E7a7: ===== S"!: F M

-. DATOS ESPEC[FICOS:

1. Cr"" *,'"7 9*" "& a 7i,'ri*i7!ra " )r!8",! )ara a 7"/!*8i<&

7" m"r8a7"ra ", ">8i"&'"

a Si N!

2. C* ", " )a,! 9*" " '!ma m, 'i"m)! )ara %a8"r a 7"/!*8i<&

7" m"r8a7"raa Ama8& Si,'"ma,

+. C* ", " m!'i/! m, *,a7! )!r " 8i"&'" )ara r"8%a#ar ,*

)"7i7!a Si& 7i&"r!

C"rra7!8 N! 8!&;!rm"



+3

4. \*i& 'i"&" m, r",)!&,aii7a7 "& " r"8%a#! 7" m"r8a7"ra$ "8i"&'" ! a 7i,'ri*i7!ra

a Ci"&'" Di,'ri*i7!ra

3. C<m! ", " ,"r/i8i! 7" a 7i,'ri*i7!ra 8!& ,*, 8i"&'",a -*"&! R"(*ar8 Ma!

?. S" "&8*"&'ra 8!&;!rm" 8!& " ,"r/i8i! r"8ii7! )!r a 8!m)aaa Si

N!

@. C* ", " )r!7*8'! 9*" m, ,a" a a /"&'aa Aim"&'!, -"i7a,8 Taa8!

. E,' 7" a8*"r7! 8!& a 8ai7a7 7" !, )r!7*8'!, !;r"8i7!,

a Si N!

. \* 8r"" 9*" ," )!7ra 8amiar )ara *&a m"!ra "& a 8!m)aaa C!rr"8'a 7i,'ri*8i<& -*"&a !r(a&i#a8i<&8 P"r,!&a 8a)a8i'a7!

10.Cr"" 9*" a 8ai7a7 7" !, )r!7*8'!, ", a 8!rr"8'a )ara *,'"7a Si N!8 Ta /"#

11.A(*&a /"# a "m)r",a &! %a "(a7! a "&'r"(ar ,* )r!7*8'!a Si"m)r" Ca,i ,i"m)r"8 R"(*arm"&'"7 Ca,i &*&8a" N*&8a



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12.Cr"" 9*" a 7"m!ra ," 7"" a )r!"ma, 7" !r(a&i#a8i<&a Si E, )!,i"8 N!

1+.C*&'! 7"m!ra a "&'r"(a 7" )r!7*8'! *&a /"# ,ai7! 7"ama8&a 13 mi& 10 mi&8 3 mi&

14.C!&;a ,"riam"&'" "& a 8!m)aa a m!m"&'! 7" r"ai#ar ,*,)"7i7!,a Si N!

13.E,' 7" a8*"r7! 8!& !, )r"8i!, )*",'!, )!r a 8!m)aa "& ","8'!r /"&'a,a Si N!



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DIMENSIONES DE CALIDAD DE SERVICIO DE LA EMPRESA

DIALIMENTA S!A!C EN EL PERIODO 2014

R"ai#ar a /a!ra8i<& 7" a8*"r7! a !, ,i(*i"&'", /a!r",:

1. E& '!'a 7",a8*"r7! 2. D",a8*"r7! +. I&7i;"r"&'" 4. D" a8*"r7!

3. T!'am"&'" 7" a8*"r7!

DIMENSION 1 ELEMENTOS TANILES

1. \*i& 'i"&" m, r",)!&,aii7a7 "& " r"8%a#! 7" m"r8a7"ra$ "8i"&'" ! a 7i,'ri*i7!ra

2. Cr"" 9*" a 7"m!ra ," 7"" a )r!"ma, 7" !r(a&i#a8i<&

+. E,' 7" a8*"r7! 8!& !, )r"8i!, )*",'!, )!r a 8!m)aa "& ","8'!r /"&'a,

4. Cr"" *,'"7 9*" "& a 7i,'ri*i7!ra " )r!8",! )ara a 7"/!*8i<&

7" m"r8a7"ra ", ">8i"&'"3. Cr"" 9*" a 8ai7a7 7" !, )r!7*8'!, ", a 8!rr"8'a )ara *,'"7

DIMENSION 2 CONFIAILIDAD

?. A(*&a /"# a "m)r",a &! %a "(a7! a "&'r"(ar ,* )r!7*8'!

@. C* ", " m!'i/! m, *,a7! )!r " 8i"&'" )ara r"8%a#ar ,*

)"7i7!

. S" "&8*"&'ra 8!&;!rm" 8!& " ,"r/i8i! r"8ii7! )!r a 8!m)aa

. E,' 7" a8*"r7! 8!& a 8ai7a7 7" !, )r!7*8'!, !;r"8i7!,



DIMENSION / CAPACIDAD DE RESPUESTA

10. C<m! ", " ,"r/i8i! 7" a 7i,'ri*i7!ra 8!& ,*, 8i"&'",

11. C* ", " )a,! 9*" " '!ma m, 'i"m)! )ara %a8"r a 7"/!*8i<&7" m"r8a7"ra

12. C*&'! 7"m!ra a "&'r"(a 7" )r!7*8'! *&a /"# ,ai7! 7"ama8&

DIMENSION 4 SEURIDAD

1+. C!&;a ,"riam"&'" "& a 8!m)aa a m!m"&'! 7" r"ai#ar ,*,)"7i7!,

DIMENSION ? EMPATIA14. \* 8r"" 9*" ," )!7ra 8amiar )ara *&a m"!ra "& a 8!m)aa

13. C* ", " )r!7*8'! 9*" m, ,a" a a /"&'a