Diseño de un plan de mejora para reducir el porcentaje de visitas técnicas en premisas clientes que afectan los servicios de telecomunicaciones
This project asserts the design of an improvement plan to reduce the percentage of technical visits required to solve the first-level disadvantages presented in the services of the TIGO-UNE telecommunications company in the southern region (Cali, Palmira, Jamundí and Buga). When defining the project...
| Autor Principal: | Grajales Jiménez, Juan Sebastián |
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| Formato: | info:eu-repo/semantics/bachelorThesis |
| Idioma: | spa |
| Publicado: |
Universidad de San Buenaventura - Cali
2017
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| Materias: | |
| Acceso en línea: |
http://hdl.handle.net/10819/3331 |
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| Sumario: |
This project asserts the design of an improvement plan to reduce the percentage of technical visits required to solve the first-level disadvantages presented in the services of the TIGO-UNE telecommunications company in the southern region (Cali, Palmira, Jamundí and Buga). When defining the project, it was found that 55.9% of maintenance orders which clients reported should of been made by a visit from a technician, there is a proposed solution to obtain a reduction of this percentage by 5.9 percentage points, thus providing a reduction on maintenance costs. The improvement plan for this project was based on the DMAIC methodology and the application of Lean Six Sigma tools. During the development of this methodology two causes related to the percentage of technical visits were defined, which were repetitive damages (Y1) and the first level discards (Y2). The use of the Lean Six Sigma tools aims to find the root causes that cause repetitive damages and the bad discard of first level, to obtain and achieve adequate solutions to these causes and thus avoid a technical home visit. Providing solutions to critical causes can lead to improved service reliability, customer loyalty, and reduced costs These visits entail, however, the purpose of this project is focused solely on the economic impact, which is clearly related to the cost of a technical visit. |
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