Citas bibligráficas
Morales, F., (2024). Rediseño del proceso de atención al cliente en una empresa de servicio energético para incrementar el nivel de servicio [Universidad Católica Santo Toribio de Mogrovejo]. http://hdl.handle.net/20.500.12423/7853
Morales, F., Rediseño del proceso de atención al cliente en una empresa de servicio energético para incrementar el nivel de servicio []. PE: Universidad Católica Santo Toribio de Mogrovejo; 2024. http://hdl.handle.net/20.500.12423/7853
@misc{renati/1106949,
title = "Rediseño del proceso de atención al cliente en una empresa de servicio energético para incrementar el nivel de servicio",
author = "Morales Cordova, Flavio Antonio Renato",
publisher = "Universidad Católica Santo Toribio de Mogrovejo",
year = "2024"
}
The objective of this research is to increase the service level by redesigning the customer service process in the Chiclayo office of an energy service company. To manage this process, it was subcontracted to another company, and by 2022, a service level of 88,11% overall of clients served was recorded in relation to clients who come to the office, with the goal of having at least 95%. Lean Service tools such as queuing theory were applied to improve the service process, establishing an expansion of servers from 6 to 7, a training plan was proposed so that all servers can deal with any type of service and reinforce their skills, and the design of a communication system, a CRM software, was proposed to reduce service time; likewise, to evaluate the time behavior, the Stat:Fit tool of the ProModel® software was used, with which the current and proposed process was also simulated. With this, there was a service level in the redesign of the process of 96,51%, which translates into an improvement of 9,53%, surpassing the goal of 95%. Finally, it is concluded that the redesign of the care process was economically and financially viable, with a cost-benefit ratio of 1,12, that is, 12 cents are earned for every sole invested.
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