Citas bibligráficas
Almeida, J., (2018). Mejora en el proceso de audiometría y entrega de resultados para optimizar el tiempo de atención al cliente de una empresa del rubro de salud ocupacional [Trabajo de suficiencia profesional, Universidad Privada del Norte]. https://hdl.handle.net/11537/14501
Almeida, J., Mejora en el proceso de audiometría y entrega de resultados para optimizar el tiempo de atención al cliente de una empresa del rubro de salud ocupacional [Trabajo de suficiencia profesional]. PE: Universidad Privada del Norte; 2018. https://hdl.handle.net/11537/14501
@misc{renati/442286,
title = "Mejora en el proceso de audiometría y entrega de resultados para optimizar el tiempo de atención al cliente de una empresa del rubro de salud ocupacional",
author = "Almeida Vasquez, Jakeline Sophia",
publisher = "Universidad Privada del Norte",
year = "2018"
}
ABSTRACT The main objective of the present process improvement proposal is to optimize customer service time, improving audiometry processes and delivery of results, those areas in which there is a longer time invested expecting to receive an ideal service. The improvement in the above processes will be possible by identifying the problem, which was possible through the use of the methodologies such as cause - effect diagram and Pareto diagram, which allowed to identify the areas with delays in the time of attention, getting as a result customers with no satisfaction and delays in the final time of attention of the occupational medical evaluation. Following these studies of Pareto diagram, route diagram, process analysis diagram and ergonomics, an analysis was made to the audiometry area and delivery of results. In that sense results obtained will allow us to make an adequate proposal to optimize customer service times improving the income of the company, this is demonstrated by the study of times, route diagram and process analysis, achieving optimization in customer service times in 16.50 minutes equivalent to 8.23%. In addition, it will be able to increase revenues as a result of the company's attention in order to hire more collaborators for these purposes in the audiometry area and delivery of results, achieving an increase in monthly income of S / 116 700.00, that is, 22,89% and increase in monthly income of S/ 118 000.00, that is, 23,15%. To sum up, the company the Occupational Health needs to have more operative collaborators in the areas of audiometry and delivery of results in order to meet more patients, thus reducing customer service time, providing quality care by optimizing the total time of the attention. Important recommendations in this regard is to have perfect handling and management to reduce rotation of collaborators in company due to late payments and instability. Do frequently a study of times to the process of occupational medical evaluation. Give training on ergonomics to the active collaborators to avoid forced postures wrongly in the performance of their activities causing skeletal muscle injuries.
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