Citas bibligráficas
Ylasaca, G., Gómez, J. (2025). Mejora del proceso de post venta de la unidad de Business to Consumer en una empresa de telecomunicaciones en la ciudad de Lima, Perú [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/684004
Ylasaca, G., Gómez, J. Mejora del proceso de post venta de la unidad de Business to Consumer en una empresa de telecomunicaciones en la ciudad de Lima, Perú [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2025. http://hdl.handle.net/10757/684004
@misc{renati/1300996,
title = "Mejora del proceso de post venta de la unidad de Business to Consumer en una empresa de telecomunicaciones en la ciudad de Lima, Perú",
author = "Gómez Bravo, Joaquin Alonso",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2025"
}
The work addresses the improvement of the after-sales process in a telecommunications company that will be called Telco, in Lima, Peru. The area to be analyzed will be Business to Consumer, in addition to other areas involved such as Call Center and Finance. The proposal is based on several models and strategic tools, such as the SWOT analysis, the External Factors Evaluation (EFE) matrix and the Internal Factors Evaluation (EFI) matrix, as well as the study of relevant theories: the Law of Diffusion of Innovation applied in the United States, the SERVQUAL model and the ITIL model. The main objective of the proposal is to optimize the after-sales service to improve the customer experience, reduce churn and increase customer satisfaction with fixed fiber optic internet service. The three proposed alternatives are: redesign the organizational structure of the after-sales area to improve service, implement a new preventive maintenance system in telecommunications towers and expand service channels through digital media. The chosen proposal focuses on this last approach. It seeks to decentralize Call Center operations and improve efficiency in problem solving with progressive adaptation among customers. The implementation of the solution aims to reduce waiting times for technical service and reduce customer churn by 56% in the first six months of implementing the proposal. As a result, the Telco will be able to retain its customers and improve its competitiveness in the market.
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