Optimización de los procesos administrativos de Externalización de Servicios S.A. Servipagos.
Fecha
2006-03-10
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Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Ingeniería Industrial.
Resumen
El presente trabajo se realizó con la finalidad de optimizar los procesos administrativos de SERVIPAGOS S.A. mediante técnicas de Ingeniería Industrial, para disminuir considerablemente el número de reclamos presentados por los clientes y consumidores. Dicho trabajo cuenta con Principios de Marketing que determinan que al tener un número alto de reclamos se originan pérdidas en miles de dólares por malas experiencias de clientes, debido al efecto multiplicador originado por comentarios de buenas o malas experiencias en el servicio brindado. Para esto se realizó un estudio del comportamiento de las quejas, verificando sus causas y efectos y un análisis de la efectividad de los procesos de solución de reclamos, para así crear planes de acción de corto y mediano plazo. Los mismos que plasmados en soluciones rentables para la organización fueron: Auditoria de Procesos en la Captura de Firmas y Sellos.- establecidas para detectar y prevenir a tiempo fallas que ocasionen reclamos en ventanilla por no encontrarse las firmas de los clientes al momento de cambiar cheques o realizar retiros. Capacitación e Incentivos.- se creó un Cronograma de Capacitaciones e Incentivos para motivar a los cajeros y aumentar su rendimiento laboral. Tercerizar la Custodia y Administración de Documentos.- alternativa para que la empresa tenga una adecuada administración y rápida entrega de documentos requeridos por los clientes internos y externos de la organización. Control de la Distribución de Documentos de agencias.- conformada por un formato para recibir documentos y un control del proceso por medio de reuniones periódicas con los involucrados. Según el análisis de costos en pérdidas por quejas presentadas asciende a un monto de $ 8,816.25 y la inversión de las soluciones a $ 8,625.20, siendo la inversión rentable para la organización.
Topic: "Optimizing the administrative processes of Outsourcing Services Ltd. (Servipagos) ". Author: William Jaramillo Alexi Baquero This work was performed in order to streamline the administrative processes Servipagos SA using industrial engineering techniques to dramatically reduce the number of claims submitted by customers and consumers. This work has Marketing Principles that determine that having a high number of claims losses occur in thousands of dollars for bad customer experiences due to caused by comments good or bad experiences with the service provided leverage. For this study the behavior of the complaints made by checking its causes and effects and an analysis of the effectiveness of complaint resolution processes in order to create action plans short and medium term. Same as reflected in cost effective solutions for the organization were: Audit Processes Capture Signatures and Sellos.- established to detect and prevent early failures that cause claims not stop firms find customers when cashing or withdrawals. Training and Incentivos.- a Schedule of Training and Incentives to motivate tellers and increase their job performance was created. Outsourcing the Custody and Administration of documents.- alternative for the company has adequate management and fast delivery of documents required by internal and external customers of the organization. Control Document Distribution agencias.- consists of a format for documents and process control through regular meetings with stakeholders. According to the analysis of costs filed complaints losses amounting to a total of $ 8816.25 and investment solutions to $ 8625.20, being profitable investment for the organization.
Topic: "Optimizing the administrative processes of Outsourcing Services Ltd. (Servipagos) ". Author: William Jaramillo Alexi Baquero This work was performed in order to streamline the administrative processes Servipagos SA using industrial engineering techniques to dramatically reduce the number of claims submitted by customers and consumers. This work has Marketing Principles that determine that having a high number of claims losses occur in thousands of dollars for bad customer experiences due to caused by comments good or bad experiences with the service provided leverage. For this study the behavior of the complaints made by checking its causes and effects and an analysis of the effectiveness of complaint resolution processes in order to create action plans short and medium term. Same as reflected in cost effective solutions for the organization were: Audit Processes Capture Signatures and Sellos.- established to detect and prevent early failures that cause claims not stop firms find customers when cashing or withdrawals. Training and Incentivos.- a Schedule of Training and Incentives to motivate tellers and increase their job performance was created. Outsourcing the Custody and Administration of documents.- alternative for the company has adequate management and fast delivery of documents required by internal and external customers of the organization. Control Document Distribution agencias.- consists of a format for documents and process control through regular meetings with stakeholders. According to the analysis of costs filed complaints losses amounting to a total of $ 8816.25 and investment solutions to $ 8625.20, being profitable investment for the organization.
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Palabras clave
GESTIÓN EMPRESARIAL, DISMINUCIÓN DE RECLAMOS, SERVICIOS TRANSACCIONALES, PAGOS DE PLANILLAS