Rediseño del proceso del servicio posventa para la compañía de medicina prepagada Colsanitas S.A.
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This final degree project is mainly based on research and innovation and its general objective is to redesign the after-sales service process of a company that sells prepaid medicine plans. In the first place, it is proposed to explore and analyze the critical factors that infer customer satisfaction, and secondly, a project is established that wants the complete redesign of the after-sales service in order to achieve process automation and excellent quality talking about to customer service. This work, therefore, aims to focus on the critical objectives that do not allow a correct after-sales service with the costumer in order to reconstruct the way in which things or processes in the area are carried out. To do this, the problem with the greatest impact on the area is identified and different solutions are generated that involve redesign or total restructuring of the process.