Bibliographic citations
Chate, J., Marallano, O. (2024). Mejora del proceso de gestión de la demanda de una empresa que brinda servicios de Experiencia al Cliente [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/674822
Chate, J., Marallano, O. Mejora del proceso de gestión de la demanda de una empresa que brinda servicios de Experiencia al Cliente [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/674822
@misc{renati/419549,
title = "Mejora del proceso de gestión de la demanda de una empresa que brinda servicios de Experiencia al Cliente",
author = "Marallano Cespedes, Oriana Belen Elizabeth",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
The objective of this research work was to identify improvement alternatives to solve problems related to the customer experience services of the Yeti Kamari company. It was an action research considering that a specific diagnosis of the services that the company offers is carried out to identify improvements that provide value and quality by virtue of compliance with the proposed strategic objectives. Observation, documentation and interviews were used as data collection techniques. As data collection tools, observation sheets, research sheets and an interview guide. The results showed that the company did not meet the established deadlines due to mystery shopper, benchmark, phantom test and pricing services. It was concluded that the possible alternative solutions to be applied to the observed problems are: Reorganization and systematization of processes, implementing the Lean Six Sigma model and carrying out a personnel hiring process, determining that the implementation of the Lean Six model Sigma will allow in the short and medium term to improve conditions regarding demand in the company, also improving profitability and productivity.
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