Diseño de Playbooks de Inteligencia Operativa para la Célula de Implementación en Soy Digital

Abstract

This internship project was developed at Critertec within the framework of the Soy Digital project, with the purpose of designing a Playbook for the Agents of the Participant Relationship Center (CRP). During the process, the importance of strengthening the guidance and support tools used by agents to guide participants toward certification was identified. Based on the experience of the Brito CRP, the needs, activities, and situations associated with the role were reviewed in order to organize guidelines, tools, service routes, and action criteria that respond to the dynamics of the operation.The internship process made it possible to apply Production Engineering knowledge related to process analysis, information organization, and the design of operational support tools. As a result, a proposal for a CRP Agent Playbook was developed, conceived as a practical and evolving tool that facilitates the performance of the role, strengthens support for participants, and contributes to Soy Digital’s objective of supporting their progress toward certification.