Propuesta de mejora continua de procesos en el Contact Center de la empresa IIASA Caterpillar.

Abstract

The purpose of this work degree is to make a proposal of continuous process improvements in the Contact Center of IIASA because the department has inefficient processes that directly or indirectly affect customer satisfaction, for the analysis the descriptive investigation design was used, with non-experimental transversal type and quantitative approach. A review of the literature regarding process improvements was carried out, selecting the Kaizen method as the methodology and quantitative observation as the main data collection technique; both fundamental for the development and presentation of results. Flowcharts of current processes were presented that helped to determine the inefficient processes and from there, the improvement proposals in the processe s were elaborated, such as the definition of main and secondary activities, updating of the database and training for the advisors. As a result, thanks to the improvement proposal the saving are between $ 363.60 and $ 727.20 approximately by reducing the time / waste per advisor, in addition it was obtained that including the training program will reduce the indicator of unattended opportunities from 28% to 18% in the first instance and will shorten the current attention process, which will allow the prompt Customer service, an excellent after-sales service and therefore the number of sales dropped due to lack of attention, will decrease.