Bibliographic citations
Torres, V., Lama, G. (2019). Propuesta de mejora de los procesos de instalación y gestión de averías para los servicios de telefonía fija e internet de Telefónica del Perú S.A.A [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/625209
Torres, V., Lama, G. Propuesta de mejora de los procesos de instalación y gestión de averías para los servicios de telefonía fija e internet de Telefónica del Perú S.A.A [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2019. http://hdl.handle.net/10757/625209
@misc{renati/1285555,
title = "Propuesta de mejora de los procesos de instalación y gestión de averías para los servicios de telefonía fija e internet de Telefónica del Perú S.A.A",
author = "Lama Terry, Guillermo Daniel",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2019"
}
The present research has the purpose of analyzing the main causes of fixed telephony and internet services cancellations in one of the leading companies in the telecommunications market at a national level, in order to propose, develop and validate a group of solutions, through the PDCA improvement methodology, allowing to reduce the cancellations percentage for both cases. Therefore, the installation and faults management processes will be analyzed, because both are part of the service assurance macroprocess, which goal is to achieve the adequate provision of the services in mention. The selected methodology will allow to initially analyze the problem, detecting the main causes through the application of quality tools and from that point, generate an action plan that will contain the corrective measures to be used to eliminate root causes and solve the problem. Later, the solutions proposed in the plan will be executed, in order to verify if the results obtained are expected, that is, if the cancellations percentage of both services is reduced. In order to achieve this point, a pilot plan will be realized allowing to develop the solutions mitigating the risks. Likewise, an economic validation will be carried out to determine the feasibility of the proposals from a financial point of view. Finally, if the results obtained are favorable, the solution will be standardized, otherwise the continuous improvement cycle will begin again.
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