Proyecto final de Grado: Rediseño del modelo de operación de atención al cliente a nivel nacional para una empresa de TV satelital
Fecha
2013
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"El presente trabajo tiene como objetivo analizar y rediseñar el modelo operativo actual de una empresa de televisión por subscripción, entendiéndose el mismo como todos los trabajos que realiza la empresa en la casa del cliente para que este pueda disfrutar del servicio. La situación actual de atención, realizada en su mayor parte por empresas tercerizadas, provee un servicio con bajo cumplimiento de los estándares. La forma de asignación de trabajos resulta en el solapamiento de varias empresas en una misma zona, provocando ineficiencias operativas, y la forma de pago es por trabajo realizado, incentivando el volumen, pero no la calidad. Se propone un nuevo modelo de atención, basado en el desarrollo de la operación con bases propias en zonas de alta densidad de clientes, zonificación exclusiva para la asignación de trabajos, y un pago per cápita, en función de los clientes presentes en cada zona, para cubrir los trabajos de asistencia técnica."
"The present study aims to analyze and redesing the current operating model for a pay tv service company, understandign it as all the work donde by the company in the client's jome so they can enjoy the service. The current state of attention, conducted mostly by third party companies, provides a service with compliance of the company's standards. The work orders allocation process results in the overlapping of several companies in the same area, resulting in operational inefficiencies, and the payment is for each work done, promoting volume, but not quality. A new operating model is proposed, based on the development of own operational bases in areas of high customer density, exclusive zoning for work orders allocation, and per capita payment for technical assistance jobs, calculated based on the number of clients in each area."
"The present study aims to analyze and redesing the current operating model for a pay tv service company, understandign it as all the work donde by the company in the client's jome so they can enjoy the service. The current state of attention, conducted mostly by third party companies, provides a service with compliance of the company's standards. The work orders allocation process results in the overlapping of several companies in the same area, resulting in operational inefficiencies, and the payment is for each work done, promoting volume, but not quality. A new operating model is proposed, based on the development of own operational bases in areas of high customer density, exclusive zoning for work orders allocation, and per capita payment for technical assistance jobs, calculated based on the number of clients in each area."
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TELEVISION POR SUSCRIPCION, CONTROL DE CALIDAD