Resumo

VASQUEZ FAJARDO, Carlos Efraín; AGUAYO ROSSIGNOLI, Luis Francisco; VASQUEZ FAJARDO, Xavier  e  FAJARDO VACA, Ligia Meibol. Strategic criteria for improving commercial and administrative management in a service company. Prohominum [online]. 2024, vol.6, n.2, pp.60-76.  Epub 15-Dez-2024. ISSN 2665-0169.  https://doi.org/10.47606/acven/ph0252.

The purpose of this study involved the conception of a Strategic Plan for commercial and administrative management control for the multi-service vehicle washing and lubrication company, Ecuador. It was framed within the positivist approach, with the support of a documentary review and a descriptive field study. Su used Interview and Survey techniques, operationalized through interview scripts and questionnaires respectively. Situations to improve are reported, from the perspective of management, administrative staff, operators and customers; related to administrative management and user experience, as a basis for taking advantage of potential opportunities within the framework of an extension of the current market. Therefore, a Strategic Plan was designed that considers a customer-oriented approach, based on the participation and commitment of organizational actors in the timely improvement of conditions, training, organizational learning and structural expansion. It is recommended to carry out the steps of the plan, awareness of the participants, follow-up on the execution and strengthening of the training processes.

Palavras-chave : Strategic plan; service; management; control; marketing.

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