Desarrollo de un programa de mejora continua para el tratamiento de oportunidades de mejora
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Fecha
2016
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
El Análisis adjunto nace con la finalidad de crear un sistema informático, que contenga reglas de negocio específicas, a través de un WorkFlow, para receptar y responder solicitudes del público, sus clientes, proveedores y colaboradores, que asisten al centro comercial “Mall del Sol”.
Entiéndase por petición la Solicitud mediante la cual toda persona puede dirigirse a los ejecutivos del Centro Comercial “Mall del Sol”.
Para el efecto en el presente documento las “Peticiones, Quejas, Reclamos y/o sugerencias” se las llamará como “Oportunidades de Mejora”.
Recibir información de las fuentes adecuadas.
Ver constantemente en lo que podemos mejorar.
Guiar a los usuarios que tengan alguna solicitud, obtengan una respuesta adecuada.
Registrar y documentar de una manera adecuada, una base de conocimientos para solución de las “Oportunidades de Mejora”.
El “Programa de Mejora Continua” para el tratamiento de las peticiones, quejas, reclamos y sugerencias presentados por los usuarios y partes interesadas del Centro Comercial “Mall del Sol”, debe estar acuerdo con la normatividad y WorkFlow existente para ello.
El sistema inicia con la recepción de las solicitudes realizadas por los usuarios y partes interesadas y termina con la respuesta dada a la petición, queja, reclamo o sugerencia junto con el informe registrado en el Programa de Mejora Continua y la efectividad del mismo.
Cada “Oportunidad de Mejora”, deberá tener una clasificación y establecidos tiempos de respuesta oportunos; los mismos que deben ser ajustados constantemente, para brindar el mejor servicio posible.
The attached Analysis born with the purpose of creating a computer system that contains specific business rules through a workflow, to both receive and respond to requests from the public, its customers, suppliers and partners, who attend the "Mall del Sol” shopping center. Understood by request Application by which any person can go to executives "Mall del Sol". For the purpose herein the "Petitions, Complaints, Complaints and / or suggestions" was the call as "opportunities for improvement". Receive information from the appropriate sources. See constantly on what we can improve. Guiding users with any request, obtain an adequate response. Record and document in a proper way, a knowledge base for solving the "opportunities for improvement". The "Continuous Improvement Program" for the treatment of petitions, complaints, complaints and suggestions submitted by users and stakeholders "Mall del Sol" mall, must be in accordance with existing regulations and Workflow for it. The system begins with the receipt of requests made by users and stakeholders and ends with the response to the petition, complaint, claim or suggestion with the report registered Continuous Improvement Program and effectiveness. Each "Opportunity for Improvement" classification must have a set time and timely response; the same constantly adjusted to provide the best service possible.
The attached Analysis born with the purpose of creating a computer system that contains specific business rules through a workflow, to both receive and respond to requests from the public, its customers, suppliers and partners, who attend the "Mall del Sol” shopping center. Understood by request Application by which any person can go to executives "Mall del Sol". For the purpose herein the "Petitions, Complaints, Complaints and / or suggestions" was the call as "opportunities for improvement". Receive information from the appropriate sources. See constantly on what we can improve. Guiding users with any request, obtain an adequate response. Record and document in a proper way, a knowledge base for solving the "opportunities for improvement". The "Continuous Improvement Program" for the treatment of petitions, complaints, complaints and suggestions submitted by users and stakeholders "Mall del Sol" mall, must be in accordance with existing regulations and Workflow for it. The system begins with the receipt of requests made by users and stakeholders and ends with the response to the petition, complaint, claim or suggestion with the report registered Continuous Improvement Program and effectiveness. Each "Opportunity for Improvement" classification must have a set time and timely response; the same constantly adjusted to provide the best service possible.
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OPORTUNIDADES DE MEJORA, MARCA, MEJORA CONTINUA, WORKFLOW