Bibliographic citations
Cutipa, A., Torrealba, J. (2021). Modelo de mejora continua que utiliza las herramientas de estandarización de trabajo y teoría de colas aplicado en el canal de ventanilla de una financiera peruana [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/655647
Cutipa, A., Torrealba, J. Modelo de mejora continua que utiliza las herramientas de estandarización de trabajo y teoría de colas aplicado en el canal de ventanilla de una financiera peruana [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2021. http://hdl.handle.net/10757/655647
@misc{renati/1289790,
title = "Modelo de mejora continua que utiliza las herramientas de estandarización de trabajo y teoría de colas aplicado en el canal de ventanilla de una financiera peruana",
author = "Torrealba Pacheco, Jorge David",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2021"
}
Nowadays, there is a growing demand for the number of claims for various products and services; and the financial sector is no stranger to this, as it accounts for approximately 45% of claims per year compared to other economic activities and most of these claims are tied to customer service. In this regard, key indicators such as average attention time and average queue waiting time are vital for assessing the quality of service provided and finding points for improvement. In this context, an integrated continuous improvement model (PDCA) is proposed with tools such as work study, which reduces the variability of the care process; and queue theory, which allows us to identify the correct distribution of operations and servers that ensures a balance between costs and the service capacity provided. This application of the proposed model had results such as a 73% reduction in waiting time, an increase in the level of care by 8% and the reduction in operating time of approximately 35%.
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