Propuesta para implementar Lean Six Sigma en el departamento de servicio al cliente en una empresa del sector retail
Cargando...
Fecha
2019
Director de trabajo de grado
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad de La Salle. Facultad de Ingeniería. Ingeniería Industrial
Descripción
La empresa del sector retail en su departamento de servicio al cliente (SAC) tiene como objetivo que el tiempo de espera no exceda los 5 minutos, allí se realizan diferentes tipos de atención como los son: (1) Cambio de producto, el cual hace referencia al cambio o devolución del dinero del producto que el cliente adquirió; (2) Tarjeta de regalo de convenios, en donde se realiza la entrega de bonos autorizados por empresas externas; (3) Bono vencido, proceso que se desarrolla cuando el cliente tiene un bono sin vigencia; (4) Canje de puntos, se lleva a cabo la entrega de un producto por los puntos adquiridos por compras en la tienda; (5) Cambio de Fecha, se reprograma los datos de entrega el producto adquirido, por ultimo (5) PQR, proceso para atender las peticiones, quejas y reclamos de los clientes. Un análisis que se realizó muestra que el tiempo de espera que se tiene como objetivo no se está cumpliendo, debido a que el 42% de los servicios no cumple con el tiempo de espera máximo permitido. Para elaborar una propuesta de, se usará la metodología Lean Seis Sigma, esta se enfoca en la satisfacción del cliente y la metodología DMAIC, el cual se lleva a cabo en 5 etapas: (1) Definir el problema, (2) Establecer línea base, (3) Analizar causa raíz, (4) Definir un plan de mejora y (5) Establecer mecanismos de seguimiento y control de las estrategias propuestas
The company of the sector retail in his department of service the client (SAC) takes as an aim that the time of wait does not exceed 5 minutes, there different types of attention are realized as they them are: (1) Change of product, which refers to the change or of return of the money of the product that the client acquired; (2) Agreements Gift Card, where there is realized the delivery of bonds authorized by external companies; (3) Defeated bond, process that develops when the client has a bond without force; (4) Exchange of points, the delivery of a product is carried out by the points acquired by purchases in the shop; (5) I Change of Date, the information of delivery is rescheduled the acquired product, finally (6) PQR, process to attend to the requests, complaints and claims of the clients. An analysis that was realized shows that the time of wait that is had as aim is not fulfilled, because 42 % of the services does not expire with the maximum time of wait allowed. To elaborate an offer of improvement, the methodology will be used Read Six Sigma, this one focuses in the satisfaction of the client and the methodology DMAIC, which is carried out in 5 stages: (1) To define the problem, (2) To establish line bases, (3) reason Analyzes root, (4) To define a plan of improvement and (5) To establish mechanisms of follow-up and control of the proposed strategies
The company of the sector retail in his department of service the client (SAC) takes as an aim that the time of wait does not exceed 5 minutes, there different types of attention are realized as they them are: (1) Change of product, which refers to the change or of return of the money of the product that the client acquired; (2) Agreements Gift Card, where there is realized the delivery of bonds authorized by external companies; (3) Defeated bond, process that develops when the client has a bond without force; (4) Exchange of points, the delivery of a product is carried out by the points acquired by purchases in the shop; (5) I Change of Date, the information of delivery is rescheduled the acquired product, finally (6) PQR, process to attend to the requests, complaints and claims of the clients. An analysis that was realized shows that the time of wait that is had as aim is not fulfilled, because 42 % of the services does not expire with the maximum time of wait allowed. To elaborate an offer of improvement, the methodology will be used Read Six Sigma, this one focuses in the satisfaction of the client and the methodology DMAIC, which is carried out in 5 stages: (1) To define the problem, (2) To establish line bases, (3) reason Analyzes root, (4) To define a plan of improvement and (5) To establish mechanisms of follow-up and control of the proposed strategies
Palabras clave
Empleados de comercio, Relaciones con los clientes, Planificación estratégica, Servicio al cliente, Clerks (retail trade), Customer relations, Strategic planning, Customer services