Estudio de mejora en el servicio de domicilio fiscal en una empresa de coworking

Abstract

Schreiber Business Center was founded in 2000 and it offered traditional office rentals in San Isidro Lima Peru. In 2014 the company shifter the business to offer coworking and virtual offices services. The present work aims to detail the transformation project that was carried out at Schreiber Business Center in 2019, a year in which there were 300 clients at the end of 2018, but 1148 incidents were reported, 58% higher the previous year, and 280% above the maximum values expected by the company. In order to achieve a deep understanding of the problem and identify the best solutions, engineering tools were used such as: flow diagram, process path, root cause analysis, time measurement, SWOT matrix, analysis of the five (05) forces of Porter, PEST analysis, Ishikawa matrix, Cost Benefit analysis, among others. Following the analysis of the problem, it was determined that the solutions should be focused on the legal address service. The solutions were defined according to established criteria by the company. The solutions implemented were: a system that automated operations, modify the service proposals to new clients, include in the procedure of correspondence a managerial position to validate critical situations and rearrange the location where the correspondence was received. As a result of the implementation, it was possible to reduce the number of incidents originated by the service of legal address from 664 to 158 per year.