Diseño y construcción de un modelo de sistema de calidad para el área de aseguramiento de red de una empresa de telecomunicaciones bajo la recomendación de la norma COPC

Abstract

A quality system model within a company seeks to increase the effectiveness of a specific area or the company in general to develop some high impact activity for the operation being carried out. In this project the objective was to show in a dynamic and interactive way the effectiveness that the Network Assurance area is having when informing customers constantly about the status of the failure report made on any service contracted with the company, in order to meet quality standards and demonstrate the company's interest in satisfying customer needs. Initially the idea was raised, proposing to evaluate the time that engineers are having when keeping the customer informed during the validity of a report made by the same, while the corresponding verification and configuration activities are performed to provide a solution to the reported. After this, the necessary data was collected with the help of the engineer in charge within the company and a limited database was consolidated, this in order not only to evaluate the times mentioned according to the recommendation of the COPC standard which focuses on customer experience, but also to arrive at an average that indicates the performance that each engineer has had in all cases handled within the limit of months that covers the database used and even to analyze the quality that the group of engineers in the area had with a particular client. Having the proposed statistics and configured the database in the application where it was desired to visualize all the information, it was possible to generate additional analysis regarding the recurrence of reports, areas that are usually more affected in the country for controllable or uncontrollable reasons by the company in order to propose preventive actions that greatly reduce the recurrent failure reports.