Bibliographic citations
Vargas, C., García, D. (2020). Modelo PDCA aplicado en el call center de una empresa peruana del sector telecomunicaciones para mejorar el grado de satisfacción de clientes postpago [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/653271
Vargas, C., García, D. Modelo PDCA aplicado en el call center de una empresa peruana del sector telecomunicaciones para mejorar el grado de satisfacción de clientes postpago [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2020. http://hdl.handle.net/10757/653271
@misc{sunedu/3092382,
title = "Modelo PDCA aplicado en el call center de una empresa peruana del sector telecomunicaciones para mejorar el grado de satisfacción de clientes postpago",
author = "García Sánchez, Daisy Jazmín del Rocío",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2020"
}
The purpose of this research is to improve the degree of satisfaction of postpaid mobile customers in a Peruvian company in the telecommunications sector. The indicator used to measure the degree of satisfaction is the NPS, which is obtained through a user survey, and is calculated as the subtraction of promoter and detractor clients. When carrying out the analysis of this indicator, it was determined that the largest proportion of detracting clients are dissatisfied with the call center service. Therefore, the activities and average call duration times (TMO) of the four service managers were analyzed. Thus, the following root causes were found: outdated and incorrect description of the work procedure, lack of visual impact of the system, erroneous and incomplete markings in the system, and non-standardized method. These were solved by implementing the lean philosophy through a model based on Plan-Do-Check-Act (PDCA), and its 5S, Jidoka, Poka Yoke and Process Standardization tools. As a result of the implementation of the proposed system, it was possible to reduce the TMO of each manager, translated into an increase in the NPS of the postpaid mobile segment by 5 percentage points. With the fulfillment of the objectives outlined in the call center management, a faster and more effective solution was guaranteed to the clients; As a consequence, the perception of clients with the care provided improved.
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