Mejora de la experiencia del cliente y transformación de procesos en una sociedad agente de bolsa

• Autores: Gutierrez Pradel, Susana Patricia, Martinez López, Renato Oswaldo
• Formato: tesis de grado
• Fecha de Publicación: 2021
• Institución: Universidad de Lima
• Repositorio: ULIMA-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.ulima.edu.pe:20.500.12724/15341
• Enlace del recurso: https://hdl.handle.net/20.500.12724/15341
• Nivel de acceso: acceso abierto
• Materia: Servicio al cliente; Reingeniería; Corredores de bolsa; Customer services; Reengineering (Management); Stockbrokers; https://purl.org/pe-repo/ocde/ford#2.11.04

The main objective of this research is to improve the performance of the main processes and design action plans that allow BBVA Bolsa Sociedad Agente de Bolsa S.A. improve the customer experience through the transformation of their processes. BBVA Bolsa is a BBVA Group company with nearly 25 years of experience in the Peruvian stock market. Its corporate purpose is the brokerage of securities and specialized advice on stock market operations. The diagnosis of its key processes such as customer engagement, securities intermediation and post-service attention was carried out using industrial engineering tools and analysis of the process indicators, where it was determined that there is a low level of digitization and a high number of manual activities that in addition to generating errors have a direct impact on the customer's experience, materializing in claims. After identifying the root causes of the problems, alternative solutions were selected, such as: implementation of a digital link, design and restructuring of the contract and link form, implementation of a functionality on the web to operate on the NYSE, redesign of the form order of negotiation, implementation of a digital account statement and improvement of the information available on the website. To establish the impact at the process level of the proposed solutions, the AS IS and TO BE processes were diagrammed and simulated in Bizagi Modeler, where significant improvements in time and use of resources were evidenced. To carry out the implementation of the improvement proposals, a total budget of S/ 896 500 is required; In the economic-financial evaluation, it was determined that the solution alternatives are viable considering a return on investment of S/ 1 691 391, an IRR of 122,06% and a recovery period of 9 months and 6 days.