Diseño, implementación y análisis de impacto de un sistema de gestión del conocimiento en el área de servicio al cliente de Redeban Multicolor

Abstract

The central objective of this work is to determine the impact of a co-knowledge management system on the company’s customer service area in Redeban Multicolor, To this end, phases were established where a prior diagnosis of current resources was made, a system was designed according to the needs of the area, a team was created to manage it and indicators were established that allowed to evaluate the impact on the productivity of the area. In the development of the pilot it was possible to observe a decrease of the call times of approximately 9%, increased the satisfaction of the members of the area with the tools of work and increased the creative participation of the members of the area. . A pesar de no haber durado un periodo prolongado de tiempo y no haberse implementado en su totalidad, los resultados fueron muy positivos influyendo en la productividad del área de servicio al cliente de Redeban Multicolor.