Modelo de mejora al proceso de atención de usuarios basado en la metodología de resolución de problemas PDCA para la sucursal de Bogotá la cabrera de la empresa beat ride app de colombia ltda

Abstract

Beat Ride App de Colombia LTDA is company that currently presents opportunities in the users attention who visit the driver center of the La Cabrera, this opportunities that show the need for structuring processes and the correct distribution of the functions of customer service agents. The PDCA methodology was used in this document, is a methodology that seeks to focus on problem solving, working from the perspective of continuous improvement. The application of this methodology allowed identifying specific improvement opportunities to optimize the organization's existing resources. As a first measure, an evaluation of the state of the La Cabrera service center, where two bottlenecks are identified during the users attention; the first during the entrance of users and the second in waiting room where they must wait to be attended by service agents, this situation is verified and an overview of the operation of the care center is disclosed. With this information, improvement proposals are generated based on the following main areas of process; the first corresponds to the organization of the jobs within service center, the second corresponds to unification of the processes used by the customer service agents and the third refers to the correct design of service center, making emphasis on the need to implement effective and measurable tools to improve the user service process.