Citas bibligráficas
Paredes, A., (2022). Propuesta de mejora del proceso de servicio de atención al cliente de pregrado en la Dirección de Admisión de la Universidad Católica Santo Toribio de Mogrovejo a través de un sistema CRM para disminuir las pérdidas económicas por deserción [Universidad Católica Santo Toribio de Mogrovejo]. http://hdl.handle.net/20.500.12423/7799
Paredes, A., Propuesta de mejora del proceso de servicio de atención al cliente de pregrado en la Dirección de Admisión de la Universidad Católica Santo Toribio de Mogrovejo a través de un sistema CRM para disminuir las pérdidas económicas por deserción []. PE: Universidad Católica Santo Toribio de Mogrovejo; 2022. http://hdl.handle.net/20.500.12423/7799
@mastersthesis{renati/1106895,
title = "Propuesta de mejora del proceso de servicio de atención al cliente de pregrado en la Dirección de Admisión de la Universidad Católica Santo Toribio de Mogrovejo a través de un sistema CRM para disminuir las pérdidas económicas por deserción",
author = "Paredes Fajardo, Alan Israel",
publisher = "Universidad Católica Santo Toribio de Mogrovejo",
year = "2022"
}
This research aims to present a proposal for improving the customer service process in the admissions area of the Universidad Católica Santo Toribio de Mogrovejo, seeking to reduce economic losses due to dropout. In the current context, it is essential for every organization to focus on providing exceptional customer service to establish a distinctive identity. Given the ongoing evolution in service delivery and the need for innovation, ensuring customer satisfaction is vital, especially in an educational institution like a university, where educational quality is a fundamental aspect. If all members of an organization recognized that quality is a process that ensures market permanence and promotes increased profits, this could become a norm within the organizational culture. This involves establishing a connection with customers, understanding their professional aspirations, economic situation, needs, and preferences. A crucial aspect is to gather their feedback to implement continuous improvements. Annually, the admissions area faces losses due to customer dropout, which translates into levels of dissatisfaction with the service received. The proposed project aims to assist the institution in implementing a process improvement plan using a specialized CRM system and a structure that allows for monitoring quality indicators in customer service. This plan seeks to elevate the level of service provided, fostering better acceptance from customers, and promoting their loyalty to the institution, while also increasing profitability and reducing follow-up costs. In an initial phase, a detailed analysis of the current customer service process at the institution was conducted, revealing the existence of two critical indicators. First, it was observed that the customer service response times are significantly high. Second, frequent errors in customer data registration were identified, which are not adequately validated. Using an Ishikawa diagram, a thorough study was conducted to determine the underlying causes contributing to the high response times in the admissions process. As a result of this investigation, several root causes were identified as contributing to this problem. The main causes detected include a lack of process automation through specialized technological tools, delayed customer service, a cumbersome and prolonged service process, insufficient training of staff involved in the admissions process, and a shortage of personnel to manage high demands.
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