Actividad de aprendizaje 14

Evidencia 5: Video “Presenting orally a business process improvement

plan”

YURI MARCELA VERA OSORIO

PROFESOR:

CARLA

SERVICIO NACIONAL DE APRENDIZAJE SENA

NEGOCIACIÒN INTERNACIONAL

BOGOTÁ D.C

2020
improvement plan for the management process

1. Realice un plan de mejoramiento para el proceso de gestión que evaluó en

la evidencia 1, ya mencionada.

My topic today is an improvement plan for the company where Atento Colombia worked for the

ETB Homes campaign in customer service, since it presents the satisfaction index below 70%

indicating that the process does not meet expectations and needs This has caused customers to

cancel products creating a bad concept of service. Our clients enjoyed a good service but it is

something that has been lost and we must work to implement process improvement techniques

since the results were not as expected.

Changes will be made, for example, that the PBX has more alternatives that are more specific,

having changes so that the client can access easier and faster until they reach the option they

want, in order to offer them what they want and need at the right time, so we will increase the

competitive advantage in the market, basically and in summary, providing good customer service.

In the area of the Call Center, it is where it is necessary to improve, to provide a service

more cordial and accurate, that guarantees quality in customer service, that

they are the raison d'être of the company. I know

They will develop strategies under the following components:

What is the best strategy to improve some processes?

What strategies to improve customer service processes are

define in order to increase the degree of satisfaction of the users?

How do we achieve the reduction of complaints, through the efficiency of the

Call center?

Finally we are working and implementing processes for improvement as soon as possible.