Optimización del proceso de atención al usuario de la Cooperativa de Ahorro y Crédito 29 de Octubre.
Fecha
2014-02-07
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Editor
Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Ingeniería Industrial.
Resumen
El objetivo de este trabajo, es optimizar el proceso de atención al usuario en la
Cooperativa de Ahorro y Crédito 29 de Octubre en la ciudad de Guayaquil, para
de esta manera disminuir la perdida de clientes en el área operativa,
presentando una propuesta acorde a las necesidades actuales y afines a la
misión y visión de la empresa. Mediante el análisis de la situación actual de la
empresa, donde se utilizo técnicas como la del análisis FODA, análisis de
Pareto para encontrar los problemas en los cuales debía concentrarse las
propuestas, donde además fue necesario utilizar técnicas estadísticas para lograr
una mayor exactitud en los datos obtenidos. Por medio de estos estudios se
determino que la mayor causa de insatisfacción de los usuarios era la demora en
el servicio en el área operativa por lo cual solo se atendían un promedio de 25
usuarios por hora de los aproximadamente 40 que llegaban a la institución. De
acuerdo a estos resultados se determino que para la causa de perdida de clientes
la entidad financiera se debía definir los procedimientos para poder registrar la
cantidad de clientes que llegan a diario a la cooperativa, pero además se debía
tener un registro sobre todo de los clientes que se perdían durante el día, para
ello se determino la implementación de un sistema de ticket y de el aumento de
un cajero adicional para que la gestión sea mas eficiente.
The objective of this work is to optimize the process of attention to the user in the cooperative savings and credit October 29 in the city of Guayaquil, thus decrease the loss of customers in the operational area presenting a proposal to the current and related needs to the mission and vision of the company. Through the analysis of the current situation of the company, where used techniques as the of the FODA analysis, analysis of Pareto to find problems which should focus the proposals, where in addition was necessary to use statistical techniques to achieve greater accuracy in the data. Through these studies, it was determined that the biggest cause of dissatisfaction of the users was the delay in service in the operational area for which only an average of 25 users attending per hour of the approximately 40 coming to the institution. According to these results it was determined that the cause of loss of customers the financial institution you should define procedures to register the amount of customers that arrive daily to the cooperative, but should also be a record of all customers who were lost during the day, so the implementation of a system of ticket and the increase of an additional ATM was determined to make the management more efficient.
The objective of this work is to optimize the process of attention to the user in the cooperative savings and credit October 29 in the city of Guayaquil, thus decrease the loss of customers in the operational area presenting a proposal to the current and related needs to the mission and vision of the company. Through the analysis of the current situation of the company, where used techniques as the of the FODA analysis, analysis of Pareto to find problems which should focus the proposals, where in addition was necessary to use statistical techniques to achieve greater accuracy in the data. Through these studies, it was determined that the biggest cause of dissatisfaction of the users was the delay in service in the operational area for which only an average of 25 users attending per hour of the approximately 40 coming to the institution. According to these results it was determined that the cause of loss of customers the financial institution you should define procedures to register the amount of customers that arrive daily to the cooperative, but should also be a record of all customers who were lost during the day, so the implementation of a system of ticket and the increase of an additional ATM was determined to make the management more efficient.
Descripción
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Palabras clave
SISTEMAS ORGANIZACIONALES, ATENCIÓN AL USUARIO, COOPERATIVA DE AHORRO CRÉDITO, IMPLEMENTACIÓN DE SISTEMA DE TICKET