Optimización del tiempo de respuesta en los puestos de trabajo de una entidad financiera a través de la aplicación de la metodología Kaizen

Abstract

For the development of this report disclosed the activities carried out in the Call Center of a financial institution, to see opportunities for improvement so we can apply some methodological tool that enables the implementation of the Philosophical Kaizen, from the Cycle PDCA. The main steps of the implementation of this method are set forth throughout the entire document. In the first and second chapter, references to the proposal made you want to develop, and in turn pose the problem that we see in the call center, which is causing some problems with respect to the final results, and does not allow the achievement of the objectives. In the third and fourth chapters, are the objectives and rationale. Objectives that are required to comply with the normal development of the monograph, as if to get the desired results. And justified by reason and that is the need to develop research. Citing the opportunity for improvement in the process, found during the investigation, revealing the consequences that can be generated by not seeking optimal solutions. In the fifth and sixth chapter refers to the theoretical framework and the type of research that was implemented for the progress of the essay is. In the theoretical framework used as a basis other local, national and international case studies, where authors analyze each similar to problems raised in this monograph, which allows us to use as drought to develop our main goal. In the seventh chapter is methodological development, where disclosed the main features of the method used, called Kaizen or continuous improvement and PDCA cycle, like all activities carried out during the implementation of the same for implementation and development objectives. In the eighth chapter and ninth, the sources of information with reference to the most important that were used to support the development of monograph, in the ninth chapter all management costs was observed, the use that he be found to the creation of the proposed improvements to the process in the Call Center. In the tenth chapter all beneficial to be obtained by implementing the proposed improvements, which will cover all those involved in the process are mentioned. In the 9 eleventh chapter are recorded all findings and recommendations to the authors you, we as results of research work and application in the present monograph prepared. And finally in the tenth second and thirteenth chapters, are all sources of information taken as aid consultation and guidance for the completion of the essay. "Optimization of response time in the jobs of a financial institution through the implementation of the Kaizen methodology."