Bibliographic citations
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Moschidis, N., Ritsema, R. (2023). Consulting report – Canvia [Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/24239
Moschidis, N., Ritsema, R. Consulting report – Canvia []. PE: Pontificia Universidad Católica del Perú; 2023. http://hdl.handle.net/20.500.12404/24239
@mastersthesis{renati/11785,
title = "Consulting report – Canvia",
author = "Ritsema, Robin Jannie",
publisher = "Pontificia Universidad Católica del Perú",
year = "2023"
}
Title: Consulting report – Canvia
Authors(s): Moschidis, Nikos; Ritsema, Robin Jannie
Advisor(s): Sanchez Paredes, Sandro Alberto
Keywords: Consultores de empresas--Planificación estratégica; Tecnología de la información--Administración; Satisfacción del cliente; Control de procesos--Mejoramiento; Control de procesos--Costos
OCDE field: https://purl.org/pe-repo/ocde/ford#5.02.04
Issue Date: 10-Feb-2023
Institution: Pontificia Universidad Católica del Perú
Abstract: Canvia es una empresa peruana del sector de servicios de TI que tiene como objetivo
mejorar la satisfacción actual de sus clientes hasta un índice del 98% para lograr la renovación
del contrato en septiembre de 2022. Operan cuatro unidades de negocio: service desk, servicio
digital, operación de negocios y servicio en la nube - y son contratados por Pacífico, una
compañía de seguros en Perú. Para el análisis cuantitativo se configuraron análisis de datos de
satisfacción del cliente y calidad del servicio, mientras que para el análisis cualitativo se
utilizaron entrevistas y encuestas para identificar las causas raíz. Se identificaron como temas la
tecnología, los procedimientos, las personas y el seguimiento. A continuación se determinaron las
soluciones, que son el desarrollo de la tecnología de autoservicio, la introducción de nuevas
categorías en Service Now, la clasificación del rendimiento para la documentación de los tickets,
la formación del personal, el ajuste de las métricas del servicio de atención al cliente y el rediseño
de la encuesta sobre el correo electrónico. Para garantizar la aplicación de las soluciones
propuestas, se identificaron las actividades respectivas, los responsables y el calendario. En total,
se planificaron nueve semanas para la aplicación, seguidas de fases de seguimiento y análisis. Los
resultados esperados son el aumento de la satisfacción del cliente y la mejora de la calidad del
servicio gracias a todas las soluciones propuestas. Otros beneficios son un ahorro de costes de
hasta 1.007 PEN al mes y un servicio 24/7 a corto plazo, antes de septiembre de 2022. A largo
plazo, se obtendrá una visión general del rendimiento de los empleados, así como una mayor
motivación e innovación de los mismos.
Canvia is a Peruvian company in the IT service industry aiming to improve the current customer satisfaction to a rate of 98% to achieve a contract renewal in September 2022. They are operating four business units: service desk, digital service, business operation and cloud service – and are contracted by Pacifico, an insurance company in Peru. Data analyses of customer satisfaction and service quality were configured for quantitative analysis while interviews and surveys were utilized in for qualitative analysis in order to identify the root causes. They were identified as the topics technology, procedures, people and monitoring. Solutions were determined thereafter which are the development of self-service technology, the introduction of new categories in Service Now, performance ranking for ticket documentation, staff training, the adjustment of service desk metrics, and the redesign of the Email survey. To ensure the implementation of the proposed solutions, respective activities, responsible persons, and the time frame were identified. In total, nine weeks were planned for the implementation, followed by monitoring and analysis phases. Expected results include increased customer satisfaction and improvement of service quality from all proposed solutions. Other benefits include cost saving of up to 1,007 PEN per month and 24/7 service in the short term – before September 2022. Employee performance overview as well as increased employee motivation and innovation will come about in the long term.
Canvia is a Peruvian company in the IT service industry aiming to improve the current customer satisfaction to a rate of 98% to achieve a contract renewal in September 2022. They are operating four business units: service desk, digital service, business operation and cloud service – and are contracted by Pacifico, an insurance company in Peru. Data analyses of customer satisfaction and service quality were configured for quantitative analysis while interviews and surveys were utilized in for qualitative analysis in order to identify the root causes. They were identified as the topics technology, procedures, people and monitoring. Solutions were determined thereafter which are the development of self-service technology, the introduction of new categories in Service Now, performance ranking for ticket documentation, staff training, the adjustment of service desk metrics, and the redesign of the Email survey. To ensure the implementation of the proposed solutions, respective activities, responsible persons, and the time frame were identified. In total, nine weeks were planned for the implementation, followed by monitoring and analysis phases. Expected results include increased customer satisfaction and improvement of service quality from all proposed solutions. Other benefits include cost saving of up to 1,007 PEN per month and 24/7 service in the short term – before September 2022. Employee performance overview as well as increased employee motivation and innovation will come about in the long term.
Link to repository: http://hdl.handle.net/20.500.12404/24239
Discipline: Administración de Negocios
Grade or title grantor: Pontificia Universidad Católica del Perú. CENTRUM
Grade or title: Maestro en Administración de Negocios
Juror: Percy Samoel Marquina Feldman; Sandro Alberto Sanchez Paredes; Lisa Annita Bunclark
Register date: 10-Feb-2023
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