DOD3 - DNV 1

Primera parte Procedimiento para la devolución no verificada de artículos en tienda en el punto de venta Vigente a partir de Octubre, 2020 Dirección de Operaciones CÓDIGO: PR-OPE-113-GP-Pr

Recordemos:

[{"selector":"#anim-ff3fdb85-d0d1-4432-9ac2-20413ebeb369","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-8d82099b-17c7-46d8-823a-72967b9b1cb5","keyframes":{"transform":["translate3d(0px, -31.61449%, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-6a2b1b37-463a-46a5-b65f-8107138cb67b","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-254550c7-ecc1-4485-ae50-f3dcfa7b2d9b","keyframes":{"transform":["translate3d(-118.60466%, 0px, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-ba674e93-2e0f-4d5e-a6e8-7b566efe11e9","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-9fd56d26-c83a-4e2d-a449-a8deaae6ec9b","keyframes":{"transform":["translate3d(152.19779%, 0px, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-150147e1-24ed-4c24-b78f-5b777df2b873","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-fd01bb9a-376b-4a23-ad1c-11c3fb09d03c","keyframes":{"transform":["translate3d(152.19779%, 0px, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-52add717-248f-44bf-bc8d-dcf60fe86657","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-d203d7ec-6758-4191-b429-4d3d22e8b9f1","keyframes":{"transform":["translate3d(125.33936%, 0px, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-95a15380-8d84-4097-8a5a-d5161d919889","keyframes":{"transform":["translate3d(-115.18988%, 0px, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-897afa26-45dc-46e5-85f5-089dc8a81a02","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-be783c59-796f-4a78-ba4e-de014f6105df","keyframes":{"transform":["scale(0.15)","scale(1)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"forwards"}] [{"selector":"#anim-1eb70249-2bd8-4b09-803b-060150839312","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-ec4dc405-bff3-42bb-8cd1-5093f757524c","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-260dc3ef-2018-4d7b-aafa-57037455465a","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] Este procedimiento tiene como objetivo establecer las actividades para realizar devoluciones de artículos en los puntos de venta (POS) sin el uso de ticket de venta original, de acuerdo a la política vigente. Por tanto, los involucrados en el proceso son: Cliente Encargado de devoluciones Gerente o supervisor de tienda

Validación de la devolución

[{"selector":"#anim-730f1da9-1c47-4ad5-ae78-da1b27812695","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-20274390-9782-4abe-bcf0-82e400cebfda","keyframes":{"transform":["translate3d(0px, -98.9588%, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-536839e0-4843-40cb-bf56-36b0c29c8244","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-c7afe67c-6b7c-4d95-baee-3ef64388dd83","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-837e699f-4da6-4835-8917-3b4a4867d96f","keyframes":{"transform":["translate3d(0px, -255.09892%, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] Ahora, profundicemos en el primer paso del procedimiento:

[{"selector":"#anim-f5b0e551-2e68-409f-94fa-f7b5d8f509ee","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-d1c753fb-fc16-45d8-aaef-abd568123af9","keyframes":{"transform":["translate3d(0px, -98.9588%, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-74b4098a-c3b8-4b3a-9431-51a9e4798df7","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-969617fc-b9f5-4f26-a694-fc21498f2d59","keyframes":{"transform":["translate3d(0px, 269.54521%, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-33b83dbc-56e1-434b-b510-7465207f76a3","keyframes":{"transform":["scale(1)","scale(1.5)","scale(0.95)","scale(1)"],"offset":[0,0.33,0.66,1]},"delay":0,"duration":1450,"easing":"ease-in-out","fill":"both","iterations":1}] [{"selector":"#anim-c78a913e-12e9-4dd5-83b0-9fe43dd1e74f","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-bba00cac-5aa1-41ca-9afb-b3cf31594bcf","keyframes":{"transform":["translate3d(0px, -481.89069%, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] Este paso se refiere al proceso de entrega, recepción y verificación de la mercancía para determinar la validez de la devolución. Él consta de 2 grandes actividades: Scribbled Arrow

Paso:

[{"selector":"#anim-db5e3ec4-c106-4bbb-826d-a3d9557ed60b","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-0e81cedc-da9c-4348-b2ba-87e69e207cf8","keyframes":{"transform":["translate3d(-117.05426%, 0px, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-483146f6-47e4-427a-89a8-91536dc3b5c7","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-f1623f63-1416-4263-892f-1a171d4e3911","keyframes":{"transform":["translate3d(0px, -31.61449%, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-a51d6071-4880-44a0-aa07-98d7f709681f","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-41411213-9acd-43cb-a53b-bde1af220644","keyframes":{"transform":["translate3d(-118.21706%, 0px, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-85692ed1-c024-4503-97d2-e8815c781227","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-f751e02b-288d-439a-b46d-ce0c1d9bce6a","keyframes":{"transform":["translate3d(-130.66667%, 0px, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-96748c24-3163-4e89-a971-4b84661358fa","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-f8595a71-1e7a-4cd8-ab60-138a88b3d60f","keyframes":{"transform":["scale(1)","scale(1.5)","scale(0.95)","scale(1)"],"offset":[0,0.33,0.66,1]},"delay":0,"duration":1450,"easing":"ease-in-out","fill":"both","iterations":1}] [{"selector":"#anim-4643b2c7-6b81-4ba9-ba10-e190fc35ee7f","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-264fabb5-e627-4923-aac9-48542f4a8746","keyframes":{"transform":["translate3d(136.44066%, 0px, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-2b500ba0-7267-49f8-bc3a-773975f68997","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-3dba3ad5-b5a1-40ad-bd7a-ba9afc004be1","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-a65dc544-39cd-41a4-96d1-383ce3f491ba","keyframes":{"transform":["translate3d(-136.95652%, 0px, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-aa44f154-0a0a-4a03-931f-171f3431b28c","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-a23bd206-03c5-4aa6-94f9-13622c972713","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-b539b0a9-1625-4214-9c6b-21b0e0ed4fac","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-1a9dc930-0315-461f-ba62-e9e481eeac44","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-358c28c3-a43b-4a0a-85bd-1fcfbb2beb43","keyframes":{"transform":["translate3d(-142.52875%, 0px, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-a8d8b930-0f52-42dc-92ea-40249d66f7c7","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-d4b3c4d5-fac9-4091-a6a6-d5b77686f3c3","keyframes":{"transform":["translate3d(-142.52875%, 0px, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-551d471d-422c-43b6-b9b3-4d9d4a539ece","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-0844996b-2198-4866-aad0-1f9a861327f8","keyframes":{"opacity":[0,1]},"delay":0,"duration":2000,"easing":"cubic-bezier(.3,0,.55,1)","fill":"both"}] [{"selector":"#anim-4a8901bc-c428-4c3a-a058-e5d827adec0e","keyframes":{"transform":["scale(0.3333333333333333)","scale(1)"]},"delay":0,"duration":2000,"easing":"cubic-bezier(.3,0,.55,1)","fill":"forwards"}] ACTIVIDAD: ¿Quien? Cliente Acude al punto de venta para realizar una devolución en el POS. ¿Dónde? Punto de venta Notifica al cajero que lleva la mercancía a devolver, pero no cuenta con su ticket de compra original. El cliente ingresa a la tienda y se dirige a cualquier caja para realizar la devolución del/los artículos. NOTA: La devolución del/los artículos podrá realizarse en la misma tienda o en una diferente de donde se realizó la compra.

2

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[{"selector":"#anim-359f0b7e-3d3a-4fdb-9c2b-618937ecff6f","keyframes":{"transform":["scale(1)","scale(1.5)","scale(0.95)","scale(1)"],"offset":[0,0.33,0.66,1]},"delay":0,"duration":1450,"easing":"ease-in-out","fill":"both","iterations":1}] [{"selector":"#anim-f536f764-3fb1-4c82-ab17-c212ddf4a17b","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-4f34fd7c-8321-4a8d-b890-4a55996cb52f","keyframes":{"transform":["translate3d(-135.86957%, 0px, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-e9e25cdf-e579-4bb9-91af-d9841a0f1a0e","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-9ff4db18-42f5-4103-a418-94c8880feb46","keyframes":{"transform":["translate3d(1814.99968%, 0px, 0)","translate3d(0px, 0px, 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[{"selector":"#anim-51695713-6846-485b-b761-0f71222fbd61","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-aadded5b-0564-45e0-8a6b-1190fdd7c609","keyframes":{"opacity":[0,1]},"delay":0,"duration":2000,"easing":"cubic-bezier(.3,0,.55,1)","fill":"both"}] [{"selector":"#anim-d75ce057-9054-43ca-9c9d-295c48845bdf","keyframes":{"transform":["scale(0.3333333333333333)","scale(1)"]},"delay":0,"duration":2000,"easing":"cubic-bezier(.3,0,.55,1)","fill":"forwards"}] [{"selector":"#anim-2d6ec62f-3843-4c92-999f-a3b10fa0c1a1","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-50f2ca23-0e51-40fc-a259-e17e2f55b8ff","keyframes":{"transform":["translate3d(116.90140%, 0px, 0)","translate3d(0px, 0px, 0)"]},"delay":0,"duration":600,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-a75fd6b2-4073-4a62-9669-8ac10f3fd932","keyframes":{"opacity":[0,1]},"delay":0,"duration":600,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-39604b44-e76a-4826-86b3-271d4b5dbc9d","keyframes":{"opacity":[0,1]},"delay":0,"duration":2000,"easing":"cubic-bezier(.3,0,.55,1)","fill":"both"}] [{"selector":"#anim-03e3fd96-364d-44e5-b929-7421144d6878","keyframes":{"transform":["scale(0.3333333333333333)","scale(1)"]},"delay":0,"duration":2000,"easing":"cubic-bezier(.3,0,.55,1)","fill":"forwards"}] ACTIVIDAD: ¿Quien? Encargado de devoluciones Recibe el artículo para validar la devolución. ¿Dónde? Punto de venta Verifica que la mercancía se encuentre en óptimas condiciones , de acuerdo con la política de devoluciones vigente PO-COM-001 (Política de cambios y devoluciones)** para determinar la aplicación de la devolución. Recibe solo el artículo por parte del cliente y dependiendo del artículo del que se trate. PASO 1: Validación de la devolución ** Da clic aquí para ir a la documentación correspondiente.

Ejercicio rápido

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Nota:

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¡Hemos terminado el primer paso!

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