Propuesta de mejora en el proceso de atención de solicitudes de trabajo en las redes energizadas de una empresa de distribución eléctrica

• Autor: Huamán Maza, Yosselyn Zolmayra
• Formato: tesis de grado
• Fecha de Publicación: 2016
• Institución: Universidad Peruana de Ciencias Aplicadas
• Repositorio: UPC-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorioacademico.upc.edu.pe:10757/593157
• Enlace del recurso: http://hdl.handle.net/10757/593157
• Nivel de acceso: acceso embargado
• Materia: Administración de procesos; Servicio al cliente; Mantenimiento industrial; Empresas eléctricas; Ingeniería Industrial; Tesis; Perú; https://purl.org/pe-repo/ocde/ford#2.11.04; https://purl.org/pe-repo/ocde/ford#2.00.00

The aim of this report is to show a proposal to consider improvements in the process of custom service in an electricity distribution company and thus to deliver the best customer service between an establish time frame. This proposal will be made following the methodology PEVA (planning, executing, check, action). In order to identify the reasons of customer service issues, it was analyzed data from 2013 customer requests, and thus established corrective actions that alleviate the root causes of those issues and reduce the negative impact to the company and to the customers. The actions to be consider to try t solve these problems are based in methodologies such as 5S, preventive maintenance. We also took into account previous application of the PEVA and motivational programs to the employees in other companies in which it was found an improvement in the productivity. A simulation of the process of applications with proposed improvements was made to corroborate that these proposals will have positive results. In addition it was assessed the economic viability and impacts that may result in the implementation of the proposals. Finally, we identified other points of improvement that can be made after the implementation of the proposals, and continuously improve the quality of customer service.