Bibliographic citations
Casma, Y., Ladera, N. (2023). Mejoramiento del proceso de calificación al personal del área de ventanilla en una Entidad Financiera de Pisco [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/670449
Casma, Y., Ladera, N. Mejoramiento del proceso de calificación al personal del área de ventanilla en una Entidad Financiera de Pisco [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/670449
@misc{renati/1295834,
title = "Mejoramiento del proceso de calificación al personal del área de ventanilla en una Entidad Financiera de Pisco",
author = "Ladera Monrroy, Nicoll Alisson",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
The financial institution of Pisco has been presenting a problem in the qualification process for the customer service provided in the counter area. The poor rating that workers receive from detractors; That is, customers who rate low, is influenced by different factors such as: the question is poorly posed, the customer does not get the desired solution, damaged ATMs, long lines, among others. Due to the problem raised, in the Professional Sufficiency Work, it is proposed to provide a proposal to improve the qualification process to the personnel of the counter area at the Pisco financial institution. First, open interviews were conducted with the characters involved in the problematic situation, in order to obtain necessary information about the problem on a larger scale; these characters were the workers, the supervisor, the manager, and the clients. Secondly, a review of reliable sources was carried out with descriptive designs and qualitative approaches, with the purpose of identifying different solution options using the Systematic Literature Review (RSL) methodology; In this way, the proposed points of view could be contrasted. As a result of the investigation, three improvement solutions were determined to correct the identified problem; From which it can be concluded that the best solution alternative is: Implement on-site surveys through PIN PAD, which are analyzed by the Medallia application; because it is the alternative with the greatest positive impact.
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