Citas bibligráficas
Bedon, S., Vasquez, J. (2023). Control de las facturaciones para reducir los reclamos por altos consumos utilizando herramientas de lean Manufacturing en una empresa de saneamiento de agua y alcantarillado [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/671765
Bedon, S., Vasquez, J. Control de las facturaciones para reducir los reclamos por altos consumos utilizando herramientas de lean Manufacturing en una empresa de saneamiento de agua y alcantarillado [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/671765
@misc{renati/1297037,
title = "Control de las facturaciones para reducir los reclamos por altos consumos utilizando herramientas de lean Manufacturing en una empresa de saneamiento de agua y alcantarillado",
author = "Vasquez Chacaliaza, Jhon Henry",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
The objective of this work is to improve billing control in all the Service Centers of a water and sewage sanitation company in order to correctly issue receipts and reduce claims for high consumption. The company under study is a mixed entity that provides drinking water and sewage services in Lima and Callao. It currently presents problems in the processes of the commercial area, especially in the billing control process, because this represents the largest number of complaints from clients and/or users, unlike the other commercial processes. In identifying the problem, the complaints statistics were analyzed from the period 2021 to the present, identifying that the Reading and Billing subprocess represents 62% of the complaints at the institutional level. The improvement proposal includes the use of Poka Yoke as a Lean Manufacturing tool to reduce errors in the billing control process. Likewise, Business Process Management (BPM) was used to map current processes and the future proposal. The validation of the project is carried out through tests and inspections of the company's service centers that execute this process, evidencing an improvement in reducing complaints of 5.22%. As a consequence of this improvement, it is possible to positively influence the customer satisfaction index and reduce the percentage of Non-Billed Water.
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