Journal of Business and entrepreneurial
July - September Vol. 6 - 3 - 2022
http://journalbusinesses.com/index.php/revista
e-ISSN: 2576-0971
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Receipt: 09 july 2021
Approval: 12 May 2022
Page 83-96
Administrative management and its impact on the
company's productivity, training plan
La gestión administrativa y su incidencia en la productividad
de la empresa, plan de capacitación
Elizabeth Juliana Núñez Bartolomé
*
Oscar Fabián Moncayo Carreño*
Enry Gutember Medina López*
Cesar Enrique Muñoz Heredia*
ABSTRACT
The objective of the research is to evaluate the
incidence of the Administrative-Operational
Management in the productivity of the Company
"Repuestos Jhon" year 2020, under this background,
the theoretical framework was made based on the
conceptual, theoretical and legal foundation.
Inductive, deductive and descriptive methods were
used. The development of this research project was
based on determining the level of quality of service
and customer service demanded by the products in
the company under study, also the comparison of
compliance with procedures and compliance with
sales goals was made, this methodology allowed to
make a matrix of assessment of internal problems
evidenced in Repuestos Jhon, however, survey forms
were applied to clarify the administrative and
operational needs to measure the level of growth of
the company.
*
MBA Universidad Técnica Estatal de Quevedo, enunez@uteq.edu.ec
https://orcid.org/0000-0002-5508-6003
*
MBA Universidad Técnica Estatal de Quevedo, omoncayo@uteq.edu.ec
https://orcid.org/0000-0003-3189-8151
*
Msc. Universidad Técnica Estatal de Quevedo, eduardo.cabrera7195@utc.edu.ec
https://orcid.org/0000-0002-8795-9198
*
MBA, Universidad Técnica Estatal de Quevedo, cmunoz@uteq.edu.ec
https://orcid.org/ 0000-0002-4067-6692
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Keywords: Administrative - Operational
Management-Productivity-Customer Service
RESUMEN
El objetivo de la investigación es evaluar la incidencia
de la Gestión Administrativa-Operativa en la
productividad de la Empresa “Repuestos Jhon” año
2020, bajo estos antecedentes se realizó el marco
teórico en base a la fundamentación conceptual,
teórica y legal. Se implantaron los métodos
inductivos, deductivo, y descriptivo. El desarrollo de
este proyecto de investigación se basó en determinar
el nivel de la calidad del servicio y atención al cliente
que demanda los productos en la empresa objeto de
estudio, también se efectuó la comparación del
cumplimiento de los procedimientos y cumplimiento
de las metas de ventas, esta metodología permitió
realizar una matriz de valoración de los problemas
internos evidenciados en Repuestos Jhon, no
obstante se aplicaron formulario de encuestas para
esclarecer las necesidades administrativas y
operativas para medir el nivel de crecimiento de la
empresa.
Palabras clave: Gestión Administrativa-Operativa-
Productividad-Servicio al Cliente
INTRODUCTION
Administrative Management has become, globally, a daily task of companies of all types,
likewise, the search for specific strategies for the improvement of operability has become
a point of great importance in the development of processes and customer service.
Administrative management is the implementation of actions to achieve business
objectives. It is customary to give the term administration management a more technical
content based on financial or analytical accounting, if elsewhere a more relational
content is assigned to the term management (Villalva, 2019).
According to (Marcial, 2019), the concept of administrative management concerns
several professions: accountant, administrative secretary, administrative management
assistant, social action advisor, activity coordinator, etc. Management and administration
exist practically everywhere, both in small structures and in multinationals. They use
multi-purpose profiles, generally at level IV. Administrative management: is the name
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given to a set of activities by which a manager performs an activity by completing the
steps of an administrative process (Alcaide, 2019).
The concept or meaning of Administrative Management refers to the action,
organization and activity carried out by a certain company. This word is also used to
describe a public authority, as in the case of a government or the management of a
private company. The word Administration, derives from the Latin ad-ministrare "to
serve" or ad manustrahere, "to manage" or "unit" (Gaither& Frazier, 2019). According
to Robbins & Coulter (2019), Administrative Management is the process of coordinating
and integrating work activities to carry them out efficiently and effectively with the help
of important resources such as people and equipment. Management is responsible for
making the best use of the company's resources, which can be human or material, in
order to achieve the objectives set in the company, to be more efficient and effective;
at the same time more competitive in the market by the efficient delivery of goods and
/ or products marketed by the company. The Constitution of the Republic in Art. 276,
establishes the construction of "an economic, fair, democratic, productive, solidary and
sustainable system based on the equitable distribution of the benefits of development";
therefore, the productive transformation must support national production, productivity
and competitiveness, the accumulation of knowledge, the strategic entry to the world
and the complementary production in regional integration. Likewise, Art. 33 establishes
that work is a social right and duty, as well as an economic law, source of self-realization
and foundation of the economy. The State guarantees workers full respect for their
dignity, a dignified life, decent wages and salaries, and the performance of healthy and
voluntarily chosen or accepted work.
The Vehicle Parts Company "REPUESTOS JHON", located in the city of Quevedo,
created as a vehicle parts company on July 07, 2014, with the Registry of the
Superintendence of Companies No. - 2064-07-07, counts as Legal Representative Mr.
Espinoza Jhon; it is obliged to keep accounting and report to the Superintendence of
Companies of Ecuador. This company has allowed to strengthen the economic dynamics
at the level of business dedicated to the marketing and distribution of automotive parts
which strengthens the logistics and operational management based on sales, this
displacement of the commercial activity of Repuestos Jhon has allowed the management
to have recognized suppliers in this activity, to supply modern products in what
corresponds to automotive parts, this organization has an organizational structure: the
responsibility of management, a sales department, an accountant, inventory managers, as
well as internal staff in the form of salesmen and cashiers. On this basis, the objective of
this research is to evaluate the administrative management and its impact on the
operability of the company Repuestos Jhon, in the city of Quevedo, in the year 2020.
MATERIALS AND METHODS
A quali-quantitative study was carried out to study in a scientific manner a reduced
sample of the object of research. Field research was applied to answer specific questions
aimed at solving practical problems. Descriptive research was used to describe the
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characteristics of a population or phenomenon under study. The characteristics used to
describe the situation or population of the present research were based on the
descriptive category of the type of problems presented at the point of study. Likewise,
specialized literature was searched and analyzed (Escobar, 2021). The inductive method
allowed a general conclusion to be drawn from a set of specific observations. In this case,
according to the information gathered from the company "Repuestos John", about the
type of administrative management performed in that organization (Escobar, 2021). The
Deductive Method is a method of reasoning that was used in this research project on
Administrative Management, through which, it referred to the concrete applications or
consequences of the problem.(Castellanos, 2017)
The analytical method, allows basing the findings of the research in order to evidence
the level of effective communication inherent to the sales requirements and internal
processes based on the administrative management of the company. (Ramirez, 2017) .
Within those involved in the present research, the number of internal collaborators, the
general manager of the company, the customers with greater permanence in the
purchasing processes having a total of 185 people is evidenced.
Table 1. Population
REFERENCE
POPULATION
Employees
Management
1
Customers
TOTAL
Source: Own elaboration
A survey was conducted among 164 employees who benefit from long-term assets in
the institution's operational work.
RESULTS
After formulating the questions, we proceeded to the application of control forms,
assessment matrix and management interview to evaluate the impact of the operational
administrative management of Repuestos Jhon in order to extend the conclusions and
recommendations based on the variables of the subject, on the other hand, these results
allowed to extend the improvement proposal to the problems found in the research
project.
In order to clarify the findings of the research under this approach, a diagnosis was
carried out based on the evaluation matrix of the research problems detected in the
processes inherent to the activity of the company Repuestos Jhon, based on
administrative and operational management indicators.
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Table 2. Diagnosis
Requirement
High stock
Little Existence
Medium Existence
Training plan
adapted to the
company's
reality
X
Vision and
Mission
X
Operational
Management
X
Operational
work
X
Source: Own elaboration
The assessment matrix for the diagnosis allowed clarifying the verification and
measurement mechanisms based on the verification of the specific objectives of the
research, which are based on the research variables of both administrative management
and operational management, seeking to strengthen the problematizing questions that
show the need to streamline internal processes based on the comprehensive training
system, as the basis of a requirement to improve the efficient and effective
communication of employees with customers as well as to strengthen customer service
in order to expand the market to offer products related to vehicle spare parts. One of
the important participations that made it possible to carry out these inquiries was the
information provided by internal collaborators of the company, as well as relevant and
pertinent information from the owner manager.
The following indicator is presented to measure the percentage of the existence of a
training plan that strengthens administrative management in order to establish strategies
for continuous improvement in the company's internal processes.
Table 3. Existence of a comprehensive training plan to improve administrative management.
Improvement plan
=
Those who said that if they know about it
*100
Those who stated that they are not aware of
such a plan
Source: Own elaboration
According to the results, only 75% of the employees are not aware of the existence of
a comprehensive training plan to improve the level of compliance with the company's
goals. This makes it possible to conduct focus groups to strengthen Repuestos Jhon's
strategic direction.
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These procedures allow to comply with the operational efficiency according to the level
of customer satisfaction, therefore one of the important variables considered in the
organizational structures is the operational management that enables the control of
work environments, as well as the effective communication of internal collaborators and
customers in order to strengthen the quality of service.
This indicator is applied in order to verify compliance with the company's physical
operational findings and to establish new procedures for control and compliance with
the functions assigned to personnel:
Table 4. Operational management
Operational
physical findings
=
Operational management
*100
No operational management
Source: Own elaboration
25% of the personnel acknowledged that they do not carry out physical inspections of
the company's operations and 75% answered that they do, i.e. that they are not carried
out in a manner identified as such.
This procedure is of utmost importance because it is expected to improve the level of
administrative management, which influences customer service and increase sales
obtained for this reason. In order to be effective, compliance with the company's
physical operational findings must be customized. It must take into account the needs
and objectives of the organization. In fact, the way to manage the physical evidence of
operability depends on several parameters such as: the sector of activity, the type of
organization, the number of employees and the type of customers.
The following indicator is applied in order to know the compliance of reports executed
in the process of goods in and goods out that have given way to process compliance.
According to the results obtained from the questionnaire application, 67% of them admit
that the person in charge of incoming and outgoing goods is different from the person
who dispatches them, while 13% say no, because they also perform dispatching activities.
According to the information gathered, the same person in charge of incoming and
outgoing merchandise also dispatches, so it is necessary to establish operational
guidelines for the functions of the company's employees. It is necessary that this process
is executed as a priority, since, by having an efficient system for recording the entry and
exit of goods, control becomes an effective process, which leads to daily reports of the
records of the same, including the hours or days that are developed, as well as the
variations that are recorded for any reason, whether it is related to their position or
outside it.
By means of this indicator, it will be possible to show whether the operational tasks are
in line with the company's administrative management and to verify compliance with the
programs established for the period, as follows:
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62% of the employees affirm that their operational tasks are not in line with the
administrative management at Repuestos Jhon; however, it was found that only 38%
stated the opposite. Based on these results, it is necessary to carry out a motivational
training plan that seeks to integrate the company's collaborators in operational
processes that will allow them to achieve the goals proposed by management. In order
to know the level of comprehensive training of the company's employees in domain
competencies such as: sales, customer service, inventory management, and marketing
channels applied by the company's employees, it was possible to know the level of
involvement and mastery of the processes.
From all the employees we were able to obtain information based on the level of
comprehensive training in the management of the variables inherent to the sales process,
which is reflected in a high weighting as evidenced in the matrix, there is also a weak
management in customer service, inventory management, since at the time of generating
anticipated sales it is not possible to verify the available inventory in the company's stock,
There is also a need to expand the distribution channels because it is only based on
direct sales at the company's premises and a better delivery of merchandise through
new virtual means is not exploited. Another variant that was clarified is the need to
expand the level of credit to customers because it is only extended empirically by the
recognition of the manager to the customer but not because a structure based on
formalized credit policies is applied as a company dedicated to the sale of automotive
answers.
The achievement of these objectives requires a sustained commitment to business
innovation achieved through the mastery of the skills inherent to the internal sales
processes, articulating strategies that allow to meet the objectives set based on
improving the level of inventory turnover, as well as the personalized attention given to
customers allowing to obtain a high level of customer satisfaction by the service provided
by the employees of Repuestos Jhon, allowing the company to continue improving the
supply of its products in the market for vehicle parts.
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Table 5. Questionnaire addressed to the personnel working in "Repuestos John".
COMPANY "REPUESTOS JOHN".
QUESTIONNAIRE APPLIED TO INTERNAL COLLABORATORS
No.
QUESTIONS
YES
NO
OBSERVATION
1
Do you know if there is any
comprehensive training plan on
inventory management by the
company?
1
The company needs to
innovate sales management, as
it is carried out by employees
in an empirical manner.
Do you know the company's main
distribution channels?
1
Are there physical operational checks
carried out in the company?
1
Losses have been recorded as
a result of
Do you consider that inventory
turnover allows you to measure the
level of operability of the company's
internal processes?
1
No strict inventory control,
making it difficult to generate
anticipated sales.
5
Is the person in charge of incoming and
outgoing goods different from the
person who dispatches?
1
The person who performs the
work also acts as a
salesperson.
Do you consider that your operational
tasks are in line with the administrative
management of your company?
1
Do you think it is necessary to adopt
an improvement plan for
Administrative Management in the
company's operations?
1
Is there a predisposition on the part of
the superiors to speed up the
training process?
1
SUMAN
1
Source: Own elaboration
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Once the questionnaire was applied to the personnel working in "Repuestos John" and
the Rating Matrix of the Level of Trust and Risk, it was determined that with regard to
compliance with the execution of the Administrative Management Process and its
impact on the company's operations, there is a low level of trust with 12.50% and a
high level of risk corresponding to 87.50%.
Through analysis, it is determined the existence of errors in the process of operation,
since, despite having catalogs of recognition of automotive parts products, there are
weaknesses in the management of timely and quality care to ensure customer satisfaction
and proper management of stocks in the inventory as it requires trained personnel in
these skills inherent in the process of administrative and operational management of the
company under study, Another variable that is evidenced is the lack of support from
management to update knowledge regarding the management of teamwork, which will
allow the fulfillment of the goals assigned to each of the collaborators. Therefore, it is
necessary to develop strategies to improve the level of operation of the company by
having trained personnel in the mastery of their skills according to the assigned
responsibility, it is also necessary to improve the level of comprehensive training to
achieve a level of satisfaction of both internal employees and customers which would
show the efficient management of the operational management of Repuestos Jhon.
Once the questionnaire was applied to customers who require the services of the
company "Repuestos John", it was determined that with regard to compliance with
Customer Service Management, there is a low level of confidence, which is reflected
with a participation of 12.50%, while the level of risk of non-compliance with the
management of service and comprehensive operation is high, which is reflected in
87.50%. According to the organizational diagnosis, it is evident that there are difficulties
in the fulfillment and management of the institutional objectives of the company
"Repuestos John", since the supply chain management process, which represents the face
of the company before the customer, presents shortcomings in its development. The
objective is to provide a single source of customer information, such as product
availability, shipping dates and order status, from the evidence extended in the
questionnaire applied to customers can be considered the urgency of implementing
strategies tailored to the nature of the company in order to improve customer service
and the fulfillment of sales goals by applying customer service strategies.
According to what is stated (Bourrow, 2017) the strategies in the sales area will not only
maintain a level of satisfaction with customers, they also allow strengthening the level of
personalized service to the beneficiaries who demand the product.
A matrix was established to determine the level of knowledge of internal collaborators
in the management and mastery of sales strategies, teamwork and goal management.
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According to the results obtained in the matrix applied to the Management, it is
necessary to strengthen the company's progress, which makes it possible to consider
the design of a proposal to improve the integral knowledge regarding teamwork,
management of efficiency indicators in response to the processes inherent to the sale of
the product, which is reflected in customer service, timely delivery of products, making
early sales ensuring the existence of inventories, which allows the generation of
economic returns in the company "Repuestos Jhon".
Based on the results achieved, it is considered necessary:
• Strengthen administrative and operational management through the application
of valuation matrices, which allows timely decisions to be made in the face of
difficulties inherent to inventory management, as well as the care of the
company's objectives.
• Apply permanent measurement indicators regarding the level of performance
and fulfillment of the goals assigned to internal collaborators in order to improve
sales.
• Establish new marketing channels based on the use of technologies to boost sales
of automotive spare parts.
• Design a comprehensive training plan to strengthen customer service strategies,
as well as to guarantee timely delivery of products based on inventory
management that meets customer requirements.
Thus, a comprehensive training plan is proposed based on administrative and operational
management strategies of the company "Repuestos John" considering that the company
has a great potential for development in the market, however, at present it has
presented deficiencies in terms of compliance levels both at the level of administration
and in the operational part, as well as in customer service and attention. One of the
important strategies to develop in this proposal is the incorporation of activities linked
to integral improvement based on a training plan that contains business strategies for
customer service, articulated to operate optimally taking care of the sales and supply
processes in accordance with the outputs of the inventories, with highly qualified
personnel for these processes, enhancing the achievement of the company's objectives.
The general objective is: To design a comprehensive training plan based on business
strategies that will allow to meet the proposed goals and improve customer service of
the company Repuestos Jhon.
Within the specific are located:
• Enhance internal communication of internal collaborators through the use of
technological tools to meet customer requirements.
• Determine strategies that contribute to the improvement of strategies to improve
personalized customer service.
• Generate a sense of ownership of the company's internal processes.
This project is aimed at the owner manager of the company "Repuestos Jhon" which is
operating in the streets Mexico between Guayaquil and Juan Montalvo avenues, in the
city of Quevedo, dedicated to the purchase and sale of spare parts for vehicles offering
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these services since 2014, has internal staff in the administrative and sales areas,
improving the economic dynamics of the commercial market. The implementation of a
comprehensive training plan based on business strategies in order to meet the proposed
goals and improve customer service of the company "Repuestos Jhon", seeks to maintain
a level of effective communication based on labor relations that will allow to operate
efficiently, responsibly promoting quality customer service.
The use of technology is an important and rapid factor that contributes positively to the
management of information in order to improve marketing channels; the
implementation of effective communication and sales channels via the Internet allows
for efficient management of sales goals. Internal communication is a key mechanism that
will allow the development of the company's objectives through the evaluation of the
level of performance and fulfillment of the responsibilities assigned to the collaborators.
For the development of this proposal the objectives were established, in this section
the target population of the proposal is developed, the strategies that respond to the
specific objectives, techniques and activities for the execution, resources to be used
with the corresponding budget. This plan is aimed at the internal collaborators of
"Repuestos Jhon". In this way, the objectives, strategies to be followed and activities are
determined.
Communication is a very important axis to maintain a constant dialogue between
departments that allows the different members of the institution to interact. They
indicate that what is relevant in the communication strategies is that the employees
remain informed and that their workers know about the tasks so that in this way both
the administrative and operative personnel carry out the goals of the company and
above all that they cooperate and contribute with the organization.
To enhance internal communication through the visualization of information.
Strategy. To optimize the information media in general
Table 6. Strategy to enhance communication through the visualization of information
Technique
Activities
Responsible
Target
audience
Material
Resources
Budge
t
Develop
activities that
allow the
permanent
communicatio
n between
customers
and
partners
Implement
customer
bank to
offer
products
through
mobile
technolog
y
application
s to
advertise
Manageme
nt
Departmen
t of
Sales
Collaborato
rs
Application
of
technologic
al tools for
sales
service
600,0
0
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the
company's
products.
Source: Own elaboration
Development of activities
Activity 1.- Implement bulletin boards with product availability information.
This means of communication contributes to keep informed in an integral way according
to the varied products that the company offers.
To determine actions that contribute to administrative and operational management to
strengthen work performance.
Strategy. Improve communication channels to optimize operational flow.
Table 7. Strategies that contribute to operational administrative management
Technique
Activities
Responsible
Target
audience
Material
Resources
Budget
Use of
technologica
l resources
Utilization of
customer
contacts from
technological
applications to
strengthen
marketing
channels
Sales
Department
Customers
Internet
300.00
Source: Own elaboration
Development of activities
Activity 1. Create institutional mailings
Communication through e-mails is very important and fast and powerful, this way you
will keep in touch with the personnel you need to deal with or require information.
Activity 2.
Provide each employee with an e-mail address and password so that he/she can access
the institution's web page, develop this communication system where interested parties
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can give their opinions or contribute with ideas that will help improve the service
provided by the institution.
Develop motivational strategies based on effective communication.
Strategy. Articulate the effective participation of collaborators in business leadership
processes.
Table 8. Motivation strategies based on effective communication.
Technique
Activities
Responsi
ble
Target
audience
Resourc
es
Material
s
Budget
Encourage
teamwork
that
promote
the
communicati
on and
motivation
Motivational
talks
Implement visual
material of the
institutional
mission and
vision.
Manageme
nt
Internal
collaborato
rs
Communi
cation
portfolio
1200,00
Source: Own elaboration
Development of activities
Activity 1. Motivational talks
It consists of organizing weekly or monthly meetings in which the Management, in
coordination with the collaborators, establishes meetings to express the strengths and
weaknesses of the activities developed, in order to strengthen teamwork and to grant
labor recognition that motivates labor performance.
Activity 2. Implement visual material of the institutional mission and vision.
The objective of this activity is to remind the personnel every time they observe it they
can create an organizational culture, feel committed to the raison d'être of the
institution and value their performance.
CONCLUSIONS
The administrative management of the company "Repuestos Jhon" presents difficulties
because there is no evaluation of the internal processes regarding the management of
inventories, as well as the care of the company's objectives.
The application of trust and risk indicators within the valuation matrix shows the need
to improve internal processes at the administrative and operational management level,
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which impacts on sales performance. The level of training of internal employees must be
improved because the company does not have a comprehensive training plan to improve
the operational processes that hinder the level of customer confidence.
"Repuestos Jhon" does not have diversified marketing channels, only direct sales from
the store to the customer, which hinders the level of business growth.
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