Citas bibligráficas
Miñan, S., Huaman, R. (2023). Proceso en la Gestión de Pago y Su Impacto en la Satisfacción del Cliente en Una Empresa de Telecomunicaciones en el Perú [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/670192
Miñan, S., Huaman, R. Proceso en la Gestión de Pago y Su Impacto en la Satisfacción del Cliente en Una Empresa de Telecomunicaciones en el Perú [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/670192
@misc{renati/409557,
title = "Proceso en la Gestión de Pago y Su Impacto en la Satisfacción del Cliente en Una Empresa de Telecomunicaciones en el Perú",
author = "Huaman Ruiz, Renzo Litardo",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
This professional sufficiency work (TSP) seeks to analyze the 19% of clients who do not validate that their payments have been processed correctly due to the payment management process of a telecommunications company; which is supported by the continuous improvement process approach and the application of the solution selection matrix. This TSP work is qualitative, specifically it is a case study. For its development, information was collected from this company where the problematic situation was analyzed that, on atypical days due to a failure in the system, the regularization of payments is very operational, affecting customer service times. Along the same lines, three alternative solutions are proposed, the first being payment approval, the second acquiring a new collection system and the third optimizing the payment process. Identifying the latter as the best alternative solution for the company. On the other hand, the optimization of the process has 3 phases starting with updating the payment reconciliation process, followed by shielding the affected clients and finally the robotic process automation (RPA), on demand for the regularization of payments. Likewise, it is recommended that progress be made at the same time with the approval of payments in banks.
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