Propuesta de mejoramiento en atención al cliente de la constructora Casa Verde S.A.S
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Date
2024-10-29
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Publisher
Corporación Universitaria Minuto de Dios - UNIMINUTO
Type
Monografía
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Acceso Abierto - http://purl.org/coar/access_right/c_abf2
Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0)
Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0)
Abstract
La presente Monografía tiene como objetivo presentar la propuesta de mejoramiento del área de atención al cliente de la Constructora Casa Verde, mediante el estudio de la metodología Six Sigma.
Se analizaron los procesos actuales de atención al cliente y se identificaron oportunidades de mejora. Se propusieron indicadores de desempeño y estrategias para mejorar la satisfacción del cliente.
El estudio se inicia con un análisis exhaustivo del estado actual del área de atención al cliente, identificando las principales deficiencias y áreas de oportunidad. Se emplean herramientas de Six Sigma como el análisis de causa raíz, los diagramas de flujo y el mapeo de procesos para diagnosticar los problemas existentes y entender sus impactos en la experiencia del cliente. Planteando reducir los tiempos de espera y en la mejora de comunicación de los clientes con la empresa. Además, se propone mecanismo de retroalimentación para asegurar la sostenibilidad de los resultados.
A través de la Propuesta del CICLO DMAIC (Definir, Medir, Analizar, Mejorar y Controlar), se desarrolla estrategias orientadas a la mejora continua. Se definen objetivos claros y medibles, recopilando datos para evaluar el desempeño actual del proceso de atención al cliente de la empresa.
Mediante la propuesta se espera reflejar una notable mejora en los indicadores de desempeño para la reducción de quejas y la insatisfacción d ellos clientes. Así mismo optimizando los procesos y contribuir a la fidelización de los clientes
This monograph aims to improve the customer service area of Casa Verde Construction through the application of Six Sigma methodology. This methodology, recognized for its rigorous approach to process improvement and variability reduction, provides a structured framework for optimizing service quality and maximizing customer satisfaction. The study begins with a thorough analysis of the current state of the customer service area, identifying key deficiencies and areas of opportunity. Six Sigma tools such as root cause analysis, flowcharts, and process mapping are used to diagnose existing problems and understand their impact on customer experience. Through the application of the DMAIC cycle (Define, Measure, Analyze, Improve, and Control), strategies aimed at continuous improvement are developed and implemented. Clear and measurable objectives are set, relevant data is collected to assess current performance, the underlying causes of identified problems are analyzed, solutions are proposed and implemented, and finally, control mechanisms are established to ensure the sustainability of the improvements. The implementation of the proposed strategies is expected to result in a notable improvement in key performance indicators, such as reduced response times and decreased customer complaints. Additionally, the development of Six Sigma-based practices is anticipated to optimize internal processes and contribute to greater customer satisfaction and loyalty. This work demonstrates that Six Sigma methodology is an effective tool for transforming and raising the standard of customer service in the construction sector, providing a solid foundation for continuous improvement and service excellence.
This monograph aims to improve the customer service area of Casa Verde Construction through the application of Six Sigma methodology. This methodology, recognized for its rigorous approach to process improvement and variability reduction, provides a structured framework for optimizing service quality and maximizing customer satisfaction. The study begins with a thorough analysis of the current state of the customer service area, identifying key deficiencies and areas of opportunity. Six Sigma tools such as root cause analysis, flowcharts, and process mapping are used to diagnose existing problems and understand their impact on customer experience. Through the application of the DMAIC cycle (Define, Measure, Analyze, Improve, and Control), strategies aimed at continuous improvement are developed and implemented. Clear and measurable objectives are set, relevant data is collected to assess current performance, the underlying causes of identified problems are analyzed, solutions are proposed and implemented, and finally, control mechanisms are established to ensure the sustainability of the improvements. The implementation of the proposed strategies is expected to result in a notable improvement in key performance indicators, such as reduced response times and decreased customer complaints. Additionally, the development of Six Sigma-based practices is anticipated to optimize internal processes and contribute to greater customer satisfaction and loyalty. This work demonstrates that Six Sigma methodology is an effective tool for transforming and raising the standard of customer service in the construction sector, providing a solid foundation for continuous improvement and service excellence.
Description
Proponer un plan de mejoramiento completo en el área de atención al cliente de la Constructora Casa Verde S.A.S, enfocándose en optimizar los procesos la calidad, los servicios y la satisfacción del cliente.
Keywords
Quality, Effectiveness, Clients, Innovation, Service, Six Sigma, Calidad, Eficacia, Clientes, Innovación, Propuesta de mejora, Servicio, Six Sigma