Bibliographic citations
Ribeyro, D., Quillatupa, I., Peraldo, L. (2023). Optimización en la gestión de reclamos y quejas de una institución financiera peruana [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/672187
Ribeyro, D., Quillatupa, I., Peraldo, L. Optimización en la gestión de reclamos y quejas de una institución financiera peruana [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/672187
@mastersthesis{renati/414213,
title = "Optimización en la gestión de reclamos y quejas de una institución financiera peruana",
author = "Peraldo Vega, Luis Martin",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
In this research work, the main problem of the customer service unit of "The Peruvian Agricultural Financier" is analyzed, the long resolution time of requests related to claims and complaints, and the impact it generates on the unit; this, added to SBS resolution No. 04036-2022, which among other measures reduces the time for addressing claims and requirements for financial and insurance products or services to 15 calendar days since last March, represent an important challenge for the unit. Along these lines we propose alternative solutions, with the implementation of a new centralized management platform with an end-to-end vision being the most suitable option since it would considerably speed up customer response times within the regulated period, going from an average of 64,5 calendar days to 18 calendar days specifically for claims and complaints. These results are supported by the evaluation of key unit activities and the feasibility of automating them, the reduction of dependencies through the direct involvement of all users within the attention flow, the generation of reports that will allow obtaining key management indicators to promote continuous improvement in the unit, the use of cloud computing to support the technological infrastructure with the consequent economic and management advantages that these solutions provide. It is important to mention that the success of the proposal also depends on a cultural transformation within the organization; it is essential that employees commit to the digital transformation process and are willing to learn and adapt to the new dynamics.
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