Bibliographic citations
Moscoso, C., Zuloaga, V. (2024). Service model based on lean service and agile methodology to increase the NPS index in a company in the security sector [Universidad de Lima]. https://hdl.handle.net/20.500.12724/21476
Moscoso, C., Zuloaga, V. Service model based on lean service and agile methodology to increase the NPS index in a company in the security sector []. PE: Universidad de Lima; 2024. https://hdl.handle.net/20.500.12724/21476
@misc{renati/1440908,
title = "Service model based on lean service and agile methodology to increase the NPS index in a company in the security sector",
author = "Zuloaga Luna, Vanessa Lisbeth",
publisher = "Universidad de Lima",
year = "2024"
}
The contractual relationship of a security company is dependent on the subjectivity of the service owner and variable to the daily incidents of the service. The NPS helps the companies in this sector to quantify the ailments of the service and to identify them as points of improvement, in this line the security company has in first place the management of its invoices (35%) and in the next line the management and operational support (32%). Impacting the company with losses of close to 1 million dollars. To alleviate this ailment, agile methodologies and lean service applied to service were applied, achieving a 57% reduction in the customer's perception of invoice management, and a 30% reduction in operational perception. This had an impact of three hundred thousand dollars.
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