Development of a management model of support services in biotechnology companies
Support services are very significant for the correct performance of key processes; in the case of the biotechnology industry, this type of services is not frequently analyzed in their excellence performance. The purpose of this work is to suggest a model for the development of Support Services Man...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
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Universidad de Antioquia
2022-02-01
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| Series: | Revista Facultad de Ingeniería Universidad de Antioquia |
| Subjects: | |
| Online Access: | https://revistas.udea.edu.co/index.php/ingenieria/article/view/345630 |
| _version_ | 1797861800708931584 |
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| author | Daimée Padilla-Aguiar José Antonio Acevedo-Suárez Ana Julia Urquiaga Rodríguez Ana Julia Acevedo Urquiaga Neyfe Sablón Cossío |
| author_facet | Daimée Padilla-Aguiar José Antonio Acevedo-Suárez Ana Julia Urquiaga Rodríguez Ana Julia Acevedo Urquiaga Neyfe Sablón Cossío |
| author_sort | Daimée Padilla-Aguiar |
| collection | DOAJ |
| description |
Support services are very significant for the correct performance of key processes; in the case of the biotechnology industry, this type of services is not frequently analyzed in their excellence performance. The purpose of this work is to suggest a model for the development of Support Services Management, which highlights the impacts over the level of customer satisfaction with the logistics system of biotechnology companies in the specific conditions of Cuba; however it can be applied to other contexts. For this, the basic elements of the management and service models are clarified as a theoretical basis for this research. As a methodology, experimentation and case studies are chosen, including the development of a production support service in the biotechnology industry. The level of customer satisfaction and the costs incurred are determined; In addition, the influence of the level of integration of support services on the results of the model is taken into account. The document provides the results of the model and its application in the biotechnology industry in Cuba, through a procedure designed for its implementation. This research satisfies the identified need to improve internal customer satisfaction based on quality and timely delivery of resources. At the same time, the costs of the logistics system are reduced or maintained, because the main cost must be in the key services.
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| first_indexed | 2024-04-09T22:10:14Z |
| format | Article |
| id | doaj.art-0fed73cebcf544999ded058d2b57259a |
| institution | Directory Open Access Journal |
| issn | 0120-6230 2422-2844 |
| language | English |
| last_indexed | 2024-04-09T22:10:14Z |
| publishDate | 2022-02-01 |
| publisher | Universidad de Antioquia |
| record_format | Article |
| series | Revista Facultad de Ingeniería Universidad de Antioquia |
| spelling | doaj.art-0fed73cebcf544999ded058d2b57259a2023-03-23T12:27:00ZengUniversidad de AntioquiaRevista Facultad de Ingeniería Universidad de Antioquia0120-62302422-28442022-02-0110610.17533/udea.redin.20220268Development of a management model of support services in biotechnology companiesDaimée Padilla-Aguiar0José Antonio Acevedo-Suárez1 Ana Julia Urquiaga Rodríguez2Ana Julia Acevedo Urquiaga3Neyfe Sablón Cossío4Centro de Inmunología Molecular Universidad Tecnológica de La HabanaUniversidad Tecnológica de La HabanaFundación Universitaria San MateoUniversidad Técnica de Manabí Support services are very significant for the correct performance of key processes; in the case of the biotechnology industry, this type of services is not frequently analyzed in their excellence performance. The purpose of this work is to suggest a model for the development of Support Services Management, which highlights the impacts over the level of customer satisfaction with the logistics system of biotechnology companies in the specific conditions of Cuba; however it can be applied to other contexts. For this, the basic elements of the management and service models are clarified as a theoretical basis for this research. As a methodology, experimentation and case studies are chosen, including the development of a production support service in the biotechnology industry. The level of customer satisfaction and the costs incurred are determined; In addition, the influence of the level of integration of support services on the results of the model is taken into account. The document provides the results of the model and its application in the biotechnology industry in Cuba, through a procedure designed for its implementation. This research satisfies the identified need to improve internal customer satisfaction based on quality and timely delivery of resources. At the same time, the costs of the logistics system are reduced or maintained, because the main cost must be in the key services. https://revistas.udea.edu.co/index.php/ingenieria/article/view/345630Management modelcustomer satisfactionprocess assurance modelservice modelmanagement control |
| spellingShingle | Daimée Padilla-Aguiar José Antonio Acevedo-Suárez Ana Julia Urquiaga Rodríguez Ana Julia Acevedo Urquiaga Neyfe Sablón Cossío Development of a management model of support services in biotechnology companies Revista Facultad de Ingeniería Universidad de Antioquia Management model customer satisfaction process assurance model service model management control |
| title | Development of a management model of support services in biotechnology companies |
| title_full | Development of a management model of support services in biotechnology companies |
| title_fullStr | Development of a management model of support services in biotechnology companies |
| title_full_unstemmed | Development of a management model of support services in biotechnology companies |
| title_short | Development of a management model of support services in biotechnology companies |
| title_sort | development of a management model of support services in biotechnology companies |
| topic | Management model customer satisfaction process assurance model service model management control |
| url | https://revistas.udea.edu.co/index.php/ingenieria/article/view/345630 |
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