Proposal for improving the customer service process through digitization

Descripción del Articulo

The problem posed in this investigation is that a mutual fund management company maintained traditional processes of subscription and redemption of quotas in the funds, which caused great economic inefficiencies and discontent among clients. That is why the objective of this research was to propose...

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Detalles Bibliográficos
Autores: Fukuhara Tengan, Alessandro, Huguet Harrisson, Giulia
Formato: tesis de grado
Fecha de Publicación:2024
Institución:Universidad de Lima
Repositorio:ULIMA-Institucional
Lenguaje:inglés
OAI Identifier:oai:repositorio.ulima.edu.pe:20.500.12724/21889
Enlace del recurso:https://hdl.handle.net/20.500.12724/21889
Nivel de acceso:acceso abierto
Materia:Fondos de inversión
Servicio al cliente
Desarrollo ágil de software
Innovaciones tecnológicas
Relaciones con los clientes
https://purl.org/pe-repo/ocde/ford#2.11.04
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dc.title.en_EN.fl_str_mv Proposal for improving the customer service process through digitization
title Proposal for improving the customer service process through digitization
spellingShingle Proposal for improving the customer service process through digitization
Fukuhara Tengan, Alessandro
Fondos de inversión
Servicio al cliente
Desarrollo ágil de software
Innovaciones tecnológicas
Relaciones con los clientes
https://purl.org/pe-repo/ocde/ford#2.11.04
title_short Proposal for improving the customer service process through digitization
title_full Proposal for improving the customer service process through digitization
title_fullStr Proposal for improving the customer service process through digitization
title_full_unstemmed Proposal for improving the customer service process through digitization
title_sort Proposal for improving the customer service process through digitization
author Fukuhara Tengan, Alessandro
author_facet Fukuhara Tengan, Alessandro
Huguet Harrisson, Giulia
author_role author
author2 Huguet Harrisson, Giulia
author2_role author
dc.contributor.advisor.fl_str_mv Noriega Araníbar, María Teresa
dc.contributor.author.fl_str_mv Fukuhara Tengan, Alessandro
Huguet Harrisson, Giulia
dc.subject.es_PE.fl_str_mv Fondos de inversión
Servicio al cliente
Desarrollo ágil de software
Innovaciones tecnológicas
Relaciones con los clientes
topic Fondos de inversión
Servicio al cliente
Desarrollo ágil de software
Innovaciones tecnológicas
Relaciones con los clientes
https://purl.org/pe-repo/ocde/ford#2.11.04
dc.subject.ocde.none.fl_str_mv https://purl.org/pe-repo/ocde/ford#2.11.04
description The problem posed in this investigation is that a mutual fund management company maintained traditional processes of subscription and redemption of quotas in the funds, which caused great economic inefficiencies and discontent among clients. That is why the objective of this research was to propose a proposal to improve customer service processes through the application of a digital transformation through agile methodologies such as Design Thinking and Lean Startup through quasi-experimental practical research. In this way, it was possible to increase profits and customer experience. After the implementation, it was evidenced that thanks to this, the number of AUMs and participants increased by +15% per month and +55%, since the implementation, respectively, translating, later, into higher profits for the company (+10%).
publishDate 2024
dc.date.accessioned.none.fl_str_mv 2025-01-16T12:29:38Z
dc.date.available.none.fl_str_mv 2025-01-16T12:29:38Z
dc.date.issued.fl_str_mv 2024
dc.type.none.fl_str_mv info:eu-repo/semantics/bachelorThesis
dc.type.other.none.fl_str_mv Tesis
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dc.identifier.citation.es_PE.fl_str_mv Fukuhara Tengan, A., & Huguet Harrisson, G. (2024). Proposal for improving the customer service process through digitization. [Tesis para optar el Título Profesional de Ingeniero Industrial, Universidad de Lima]. Repositorio Institucional de la Universidad de Lima. https://hdl.handle.net/20.500.12724/21889
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identifier_str_mv Fukuhara Tengan, A., & Huguet Harrisson, G. (2024). Proposal for improving the customer service process through digitization. [Tesis para optar el Título Profesional de Ingeniero Industrial, Universidad de Lima]. Repositorio Institucional de la Universidad de Lima. https://hdl.handle.net/20.500.12724/21889
0000000121541816
url https://hdl.handle.net/20.500.12724/21889
dc.language.iso.none.fl_str_mv eng
language eng
dc.relation.ispartof.fl_str_mv SUNEDU
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dc.publisher.none.fl_str_mv Universidad de Lima
dc.publisher.country.none.fl_str_mv PE
publisher.none.fl_str_mv Universidad de Lima
dc.source.none.fl_str_mv Repositorio Institucional - Ulima
Universidad de Lima
reponame:ULIMA-Institucional
instname:Universidad de Lima
instacron:ULIMA
instname_str Universidad de Lima
instacron_str ULIMA
institution ULIMA
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spelling Noriega Araníbar, María TeresaFukuhara Tengan, AlessandroHuguet Harrisson, Giulia2025-01-16T12:29:38Z2025-01-16T12:29:38Z2024Fukuhara Tengan, A., & Huguet Harrisson, G. (2024). Proposal for improving the customer service process through digitization. [Tesis para optar el Título Profesional de Ingeniero Industrial, Universidad de Lima]. Repositorio Institucional de la Universidad de Lima. https://hdl.handle.net/20.500.12724/21889https://hdl.handle.net/20.500.12724/218890000000121541816The problem posed in this investigation is that a mutual fund management company maintained traditional processes of subscription and redemption of quotas in the funds, which caused great economic inefficiencies and discontent among clients. That is why the objective of this research was to propose a proposal to improve customer service processes through the application of a digital transformation through agile methodologies such as Design Thinking and Lean Startup through quasi-experimental practical research. In this way, it was possible to increase profits and customer experience. After the implementation, it was evidenced that thanks to this, the number of AUMs and participants increased by +15% per month and +55%, since the implementation, respectively, translating, later, into higher profits for the company (+10%).El problema planteado en esta investigación es que una empresa administradora de fondos mutuos mantenía procesos tradicionales de suscripción y rescate de cuotas en los fondos lo cual causaba grandes ineficiencias económicas y descontentos en los clientes (tasa de potenciales clientes que invertían luego de las reuniones: 3%). Es por eso que el objetivo de esta investigación fue plantear una propuesta de mejora de los procesos de atención al cliente a través de la aplicación de una transformación digital por medio de metodologías ágiles como Design Thinking y Lean Startup mediante una investigación práctica cuasiexperimental. De esta manera se puede aumentar las utilidades y la experiencia del cliente. Luego de la implementación se evidenció que gracias a esta la cantidad de AUMs y participes en +15% al mes y +55%, desde la implementación, respectivamente, traduciéndose, luego, en mayores utilidades para a la empresa (+10%).application/pdfengUniversidad de LimaPEinfo:eu-repo/semantics/openAccesshttps://creativecommons.org/licenses/by-nc-sa/4.0/Repositorio Institucional - UlimaUniversidad de Limareponame:ULIMA-Institucionalinstname:Universidad de Limainstacron:ULIMAFondos de inversiónServicio al clienteDesarrollo ágil de softwareInnovaciones tecnológicasRelaciones con los clienteshttps://purl.org/pe-repo/ocde/ford#2.11.04Proposal for improving the customer service process through digitizationinfo:eu-repo/semantics/bachelorThesisTesisSUNEDUTítulo ProfesionalIngeniería IndustrialUniversidad de Lima. 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Proposal for improving the customer service process through digitization
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