Propuesta de un plan de mejoramiento y control del sistema de atención al cliente, mediante el análisis de la línea de espera en la Corporación Nacional de Telecomunicaciones EP

Abstract

This thesis proposed an improvement and control plan for the service process in an attention center of Corporación Nacional de telecomunicaciones EP in order to increase system productivity. The first part consisted of a waiting line analysis, it described parts and interactions between them. Then a statistical processes analysis was applied in order to obtain the real process capacity. After, a simulation model was made with results of the waiting line and Statistical processes analysis. Improvement strategies were evaluated in the simulation model like instability process corrections, changes in specification limits, human resource management, and technical support. Finally, an improvement and control plan was done considering simulation results and six sigma tool (DMAIC) and its improvement steps.