Citas bibligráficas
Guillen, G., Guillen, H. (2023). Mejora del proceso de venta de seguros optativos basado en BPM y estudio de métodos para reducir los tiempos de atención al cliente en una Entidad financiera del Perú [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/672126
Guillen, G., Guillen, H. Mejora del proceso de venta de seguros optativos basado en BPM y estudio de métodos para reducir los tiempos de atención al cliente en una Entidad financiera del Perú [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/672126
@misc{renati/414129,
title = "Mejora del proceso de venta de seguros optativos basado en BPM y estudio de métodos para reducir los tiempos de atención al cliente en una Entidad financiera del Perú",
author = "Guillen Astocaza, Hernan Antony",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
The purpose of this work was to determine to what extent the implementation of the BPM tool and method engineering improves the efficiency of the optional insurance sales process in the company Caja Rural de Ahorro y Crédito Cencosud Scotia Perú S.A. For this, the construction of the project was carried out, together with the Business, Commercial, IT and Cross products areas of the company under study. The body of the work begins with chapter 1, where we present, as part of the background, the current situation of the financial sector, to which the company belongs, both in Latin America and in the Peruvian context. Following this, Chapter 2 presents the company and the areas involved in the process of selling optional insurance; the identification of the problem and analysis of the root causes reflected in the problem tree and whose support is based on a sample from the period May 2022; and concludes with the formulation of the general and specific objectives to which the project is aligned. Chapter 3 presents the solution proposal based on the use of Method Engineering and BPM tools, using the situation prior to implementation as a reference. Likewise, the indicators designed to guarantee correct monitoring of implementation are presented. Finally, in chapter 4, the results obtained are reflected, which were favorable for the company and customer experience, since they exceeded the standard of the financial sector.
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