Optimización del proceso de gestión de peticiones, quejas y reclamos mediante herramientas de calidad para reducir los tiempos de respuesta al cliente en una empresa privada del sector de estacionamiento en Bogotá D.C.

Abstract

The objective of this work of applied emphasis was to propose an improvement of the process of management of requests, complaints and claims through quality tools, in order to reduce response times and strengthen customer satisfaction in a private company in the parking sector in Bogotá D.C. The study was developed on an anonymized organizational case, built for academic purposes and supported by operational information consistent with the dynamics of the service. From the point of view of quality management, the attention of complaints constitutes a source of organizational learning and an input for continuous improvement, especially when the organization depends on the speed, reliability and traceability of its responses to the user (International Organization for Standardization, n.d.-a; Filip, 2013).