Citas bibligráficas
Ráez, L., (2012). Metodología para la medición de la atención en una central telefónica usando Box-Jenkins [Tesis, Universidad Nacional Mayor de San Marcos]. https://hdl.handle.net/20.500.12672/2538
Ráez, L., Metodología para la medición de la atención en una central telefónica usando Box-Jenkins [Tesis]. PE: Universidad Nacional Mayor de San Marcos; 2012. https://hdl.handle.net/20.500.12672/2538
@mastersthesis{sunedu/2864536,
title = "Metodología para la medición de la atención en una central telefónica usando Box-Jenkins",
author = "Ráez Guevara, Luis Rolando",
publisher = "Universidad Nacional Mayor de San Marcos",
year = "2012"
}
--- This research is about creating and implementing a methodology to solve problems deterministically solvable through simple techniques and a reasonable time, as can be, for example, solving linear equations, the performance of forecasts based on the equation of the online and can shorten the resolution time, more or less long, in a manner acceptable We present a new methodology, which uses the Box-Jenkins class, for prediction of demand for calls, which make customers call centers known as call-center. Was recorded in the field, contributions and solution models from various authors: guidance counselor, contribution of researchers from San Marcos University, research conducted in various organizations and the author's proposals. The purpose of this thesis is to generate a consensus model more efficiently than existing alternatives and apply this model in the administrative reality. The study concludes that the proposed methodology to redesign customer processes within the context of business models, using time series tools works efficiently and provides excellent results in their application, which would be in improving efficiency and competitiveness from a rational use of a scarce resource key, the human.
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