Bibliographic citations
Gamero, K., (2018). Propuesta de mejora en el proceso de atención de clientes telefónicos postpago en una empresa de telecomunicaciones [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/625499
Gamero, K., Propuesta de mejora en el proceso de atención de clientes telefónicos postpago en una empresa de telecomunicaciones [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2018. http://hdl.handle.net/10757/625499
@misc{renati/1285757,
title = "Propuesta de mejora en el proceso de atención de clientes telefónicos postpago en una empresa de telecomunicaciones",
author = "Gamero Chávez, Kenneth Germán",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2018"
}
This research work is focused on analyzing the current process of the postpaid customer service of a telecommunication service provider company. It seeks to reduce service times, thus increasing customer satisfaction. To study the problem, real information about the company and the activities of its three contact center providers were collected. Then, successful cases of application of improvement methodologies were evaluated and it was determined to apply a framework that combines Lean Thinking, Theory of Inventive Problem Solving and the phases of the Six Sigma projects. According to the results of VAN and TIR, the result of this research is viable and profitable.
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