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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
41

Effektivitetsförbättringar i interna serviceprocesser : En fallstudie inom massa- och pappersindustrin

Björklund, Elina, Gimström, Nina January 2017 (has links)
Effective and reliable delivery of services provides long-term performance to an organization. Inorder to create effective and reliable deliveries, activities that do not create value for the customer,namely the wastes, need to be reduced or eliminated. Value Stream mapping is a Leanmanagement tool that aims to clean processes from the wastes. With this as a starting point, studieshave previously been conducted to customize the tool for use on service processes. The studyresulted in Service value stream management, a model implemented in six steps. When the modelis applied in service processes, there is a wide variety of problems that may occur, it is therefore considered not possible to collect all problems in order to provide suggestions for improvements. This study aims to investigate whether the tool can be modified to better suit an internal serviceprocess in the pulp and paper industry. The literature review that has been conducted, revealedthat the existing model does not contain certain, according to the theory, important elementsadapted for Lean service. Beside the waste and tools that the model already consists of, fourrelevant wastes and twelve tools were found during the literature review. Other interestingcomponents that emerged through the literature review, were the views of what an organizationshould learn about and how successes should be measured. In order to fulfill the purpose of ourstudy, the Lean tool Service value stream management, was tested with the additions found duringthe literature review. The test was conducted at an internal service process at a case company tosee if there is evidence to add or remove some of the new wastes, tools or components to themodel. At the case company, data was collected through interviews and observations as well asthrough a survey. The study resulted in the 5K-model which consists five steps to eliminate andreduce wastes. With this model, organizations in the pulp and paper industry should be able tocreate higher efficiency in their internal service processes. To visualize and measure efficiency, amathematical formula was developed that could be considered useful even outside the 5K model.
42

Propuesta de mejora en los procesos de compras y operaciones aplicando herramientas Lean y BPM para reducir el incumplimiento de entrega a tiempo de equipos médicos en una empresa comercializadora del Perú / Proposal to improve the purchasing and operations processes by applying Lean and BPM tools to reduce non-compliance with the delivery of equipment on time in a trading company in Peru

Aguilar Chuquillanqui, María del Carmen, Quiroz Ramos, Cindy Araceli 26 November 2020 (has links)
El presente proyecto de estudio se desarrollará buscando mejorar los indicadores de gestión de una empresa comercializadores de equipos médicos en el Perú. Al cierre del 2019, el indicador de puntualidad en la entrega/instalación de equipos médicos no logró superar la meta establecida por la entrega. Debido a ello se procederá a analizar cuantitativa y cualitativamente las causas de este resultado y, luego, se hallará las causas raíces de cada causa que sea representativa para el problema. Posteriormente, se definirá las herramientas de mejora de cada causa raíz identificada, para el caso en estudio se propone la aplicación de herramientas Lean y BPM, y se desarrollará guías de implementación para una fácil y correcta aplicación de las mejoras propuestas. Finalmente, se validará la propuesta de mejora a través de un modelo de simulación y se analizará todos los impactos que esta mejora pueda generar para la empresa en estudio. / This study project will be developed seeking to improve the management indicators of a medical equipment marketing company in Peru. At the end of 2019, the indicator of punctuality in the delivery / installation of medical equipment failed to exceed the goal established by the delivery. Due to this, the causes of this result will be analyzed quantitatively and qualitatively, and then the root causes of each cause that is representative of the problem will be found. Subsequently, the improvement tools for each identified root cause will be defined, for the case under study the application of Lean and BPM tools is proposed, and implementation guides will be developed for an easy and correct application of the proposed improvements. Finally, the improvement proposal will be validated through a simulation model and all the impacts that this improvement may generate for the company under study will be analyzed. / Trabajo de Suficiencia Profesional
43

Propuesta de mejora del servicio de mantenimiento mediante la aplicación de herramientas Lean Service en una empresa del sector de telecomunicaciones en Lima, Perú / Proposal to improve the maintenance service through the application of Lean Service tools in a company in the telecommunications sector Lima, Peru

Bermúdez Cáceres, Renzo Santiago 12 May 2021 (has links)
Tesis
44

Modelo basado en Lean Service para optimizar el Nivel de Servicio en una MYPE peruana importadora y comercializadora de equipos médicos / Model based on Lean Service to optimize the Service level in a Peruvian SMEs importer and marketer of medical equipment

Acevedo Quiroz, Vanessa Cristina, Urbina Tapia, Allison Melanie 14 January 2021 (has links)
El bajo nivel de servicio es un problema que afecta a MYPEs de diversos sectores en Latinoamérica, dejando en evidencia la brecha técnica existente comparado con otros países desarrollados. Esto ocasiona diversas pérdidas que afectan la utilidad y aumentan los costos operativos. Es por ello que, el presente estudio analiza el nivel de servicio del proceso de mantenimiento correctivo de una MYPE comercializadora de equipos médicos, siendo actualmente de 64.4%. Se detectó que el mismo se encontraba a niveles no conformes debido a los reprocesos y demoras dentro del proceso de mantenimiento correctivo. En base a los resultados del análisis se planteó la aplicación de un modelo de mejora continua, basado en herramientas Lean y principios de Gestión de Inventarios, siendo validado por una prueba piloto. Dentro de las mediciones finales, se obtuvo una reducción considerable de los problemas mencionados generando un aumento en el nivel de servicio hasta 90%. / Low service level is a problem affecting various SME’s within diverse sectors in Latin America, revealing an existing technical gap compared to other developed countries. This results in various losses that affect profit and operating costs. Focusing on that, the current study analyzes the service level from the corrective maintenance process of a medical equipment marketer, currently being 64.4%. It was detected that non-conforming levels where caused due to reprocesses and delays within the corrective maintenance process. Based on the results of the analysis, the application of a continuous improvement model was proposed, based on Lean tools and Inventory Management principles, being validated by a pilot test. Within the final measurements, a considerable reduction of the aforementioned problems was obtained, generating an increase in the level of Service up to 90%. / Trabajo de investigación
45

Propuesta de un modelo de estandarización del proceso de atención call center mediante ciclo PDCA para mejorar la calidad de servicio móvil postpago en una empresa peruana

García Sánchez, Daisy Jazmín del Rocío, Vargas Caycho, Claudia Antuaned 23 February 2022 (has links)
El objetivo de la investigación es mejorar la calidad de servicio móvil postpago en una empresa peruana del sector telecomunicaciones. El indicador utilizado para medir el grado de satisfacción es el NPS, el cual se obtiene mediante una encuesta a usuarios, y es calculado como la resta de clientes promotores y detractores. Al realizar el análisis de este indicador se determinó que la mayor proporción de clientes detractores se encuentra insatisfecho con el proceso de atención call center. Por ello, se analizaron las actividades de los cuatro gestores del call center y los tiempos promedio de duración de llamada (TMO). Así, se encontraron las siguientes causas raíz: Descripción desactualizada e incorrecta del procedimiento de trabajo, falta de impacto visual del sistema, marcaciones erróneas e incompletas en el sistema, y método no estandarizado. Estas fueron solucionadas implementando la filosofía lean a través de un modelo basado en Plan-Do-Check-Act (PDCA), y las herramientas 5S, Jidoka, Poka Yoke y Estandarización de procesos. Luego de la implementación se mejoraron las causas raíz logrando reducir el TMO de los cuatro gestores traducido en un aumento en el NPS del segmento móvil postpago en 5 puntos porcentuales. Con el resultado obtenido se garantizó una solución rápida y efectiva a los clientes que se comunican al call center. / The objective of the research is to improve the postpaid mobile service quality of a Peruvian company in the telecommunications sector. The indicator used to measure the degree of satisfaction is the NPS, which is obtained through a user survey, and is calculated as the subtraction of promoter and detractor clients. When analyzing this indicator, it was determined that the highest proportion of detractor clients is dissatisfied with the call center service process. Therefore, the activities of the four call center managers and the average call duration times (TMO) were analyzed. Thus, the following root causes were found: Outdated and incorrect description of the working procedure, lack of visual impact of the system, erroneous and incomplete markings in the system, and a non-standardized method. These were solved by implementing the lean philosophy through a model based on Plan-Do-Check-Act (PDCA), and the 5S, Jidoka, Poka Yoke and Process Standardization tools. After implementation, the root causes were improved, reducing the TMO of the four managers, resulting in an increase in the NPS of the postpaid mobile segment by 5 percentage points. With the obtained result, a quick and effective solution was guaranteed to the customers who communicate with the call center. / Trabajo de Suficiencia Profesional
46

Propuesta de mejora en el proceso de atención post venta en tiendas presenciales en Lima de una empresa de telecomunicaciones en el Perú para reducir los tiempos de atención mediante herramientas de Lean Service y estandarización de trabajo / Proposal to improve the post-sale service process in face-to-face stores in Lima of a telecommunications company in Peru to reduce service times through Lean Service tools and work standardization

Prieto Dueñas, Ingrid Katherine, Silva Huaycochea, Juvenal Aleksander 23 January 2022 (has links)
El presente trabajo de investigación, tuvo como objetivo plantear una propuesta de mejora en el proceso de atención post venta en tiendas presenciales en Lima de una empresa de telecomunicaciones en el Perú, aplicando herramientas de Lean Service y estandarización de trabajo. La empresa en estudio, presenta un nivel de satisfacción del cliente de 67% en promedio anual, mientras que el objetivo planteado debe ser mayor a 72%, la casa matriz tiene un nivel de 80%. El bajo porcentaje de satisfacción de los clientes se debe principalmente a dos motivos: Tiempo elevados que representa un 33% e Información errónea con un 30%, de los motivos de baja satisfacción. Ello implica una pérdida económica para la empresa de S/ 9,112,519 de soles en el periodo febrero 2019 – enero 2020, este impacto representa el 1,7% del ingreso bruto anual, considerando solo telefonía móvil en Lima del periodo en estudio. Ante la problemática presentada, se propone la implementación de herramientas de Lean Service como: Estandarización de trabajo y Poka Yoke, lo cual permitió reducir el tiempo en los procesos de mayor impacto para la compañía: en renovación se redujo un 22%, en reposición un 18% y en suspensión un 17%. Finalmente se concluye que el proyecto es viable debido al análisis realizado mediante los indicadores económico, obteniendo un VAN de S/ 200,650 y una TIR de 61%, además el índice de rentabilidad (IR) del proyecto es de 4.4, esto indica que por cada sol invertido se obtiene una ganancia de 3.4. / The objective of this research work was to propose a proposal for improvement in the post-sale service process in face-to-face stores in Lima of a telecommunications company in Peru, applying Lean Service tools and work standardization. The company under study has a customer satisfaction level of 67% on an annual average, while the objective set must be greater than 72%, the parent company has a level of 80%. The low percentage of customer satisfaction is mainly due to two reasons: High time, which represents 33% and Erroneous information with 30%, of the reasons for low satisfaction. This implies an economic loss for the company of S / 9,112,519 soles in the period February 2019 - January 2020, this impact represents 1.7% of the annual gross income, considering only mobile telephony in Lima for the period under study. Given the problem presented, the implementation of Lean Service tools such as: Work standardization and Poka Yoke is proposed, which allowed reducing the time in the processes of greatest impact for the company: in renovation it was reduced by 22%, in replacement a 18% and 17% in suspension. Finally, it is concluded that the project is viable due to the analysis carried out through the economic indicators, obtaining a NAN of S / 200,650 and an TIR of 61%, in addition, the profitability index (IR) of the project is 4.4, and this indicates that for each Invested sol, a profit of 3.4 soles is obtained. / Trabajo de Suficiencia Profesional
47

How to enhance Shareholder Value through a Customer support in the Insurance industry : A BUSINESS DRIVEN APPROACH TOWARDS MOBILE- AND SELF-SERVICE- BUSINESS INTELLIGENCE

Smogner, Peter, Johnson, Niklas January 2013 (has links)
An increased competitive climate has enhanced the importance for companies to differentiate from other companies. Today, the customer support within service organizations are often disregarded as a source of value due to the focus on costs. Further, it has become more important to leverage the contact with the customer at all encounters. New technological advancements within Business Intelligence have also enabled companies to increase their competitiveness through improved decision support. The objective of this thesis is through a case study investigate how an insurance company could leverage its customer support as a source of creating shareholder value as well as how to apply trends within Business Intelligence for increased decision support. This was done through developing a conceptual model based on academic theory in order to provide a tool for analysis and development of a customer support. The research questions intends to investigate how an customer support can contribute to, and balance a focus on service quality, costs and sales in order to enhance shareholder value. A business driven approach was further used in order to understand how a customer support could leverage the emerging trends of Business Intelligence. This since the thesis also aims to provide some first insights into how to leverage the trends of mobile- and Self-Service- Business Intelligence within the customer support within insurance companies. The research emphasizes the need to have a holistic view of what drives value and costs with regard to the retention, growth and acquisition of customers when viewing the customer support as a source of value. The thesis concludes that both the trends of mobile- and Self-Service- Business Intelligence could enable an insurance company to gain new insights through utilizing existing internal as well as external data in order to conduct a more continuous and flexible analysis of important matters.

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