dc.contributor.advisor | Del Solar Vergara, Eduardo Alejandro | |
dc.contributor.author | Moscoso Zuñe, Christian Harold | |
dc.contributor.author | Zuloaga Luna, Vanessa Lisbeth | |
dc.date.accessioned | 2024-11-06T14:05:31Z | |
dc.date.available | 2024-11-06T14:05:31Z | |
dc.date.issued | 2024 | |
dc.identifier.citation | Moscoso Zuñe, C. H., & Zuloaga Luna, V. L. 2024). Service model based on lean service and agile methodology to increase the NPS index in a company in the security sector [Tesis para optar el Título Profesional de Ingeniero Industrial, Universidad de Lima]. Repositorio Institucional de la Universidad de Lima. https://hdl.handle.net/20.500.12724/21476 | es_PE |
dc.identifier.uri | https://hdl.handle.net/20.500.12724/21476 | |
dc.description.abstract | La relación contractual de una empresa de seguridad es dependiente de la subjetividad de owner del servicio y variable a los incidentes diarios del servicio. El NPS ayuda a las empresas de este sector a cuantificar las dolencias del servicio y las plasma como puntos de mejora, en esta línea la empresa de seguridad tiene en primer lugar la gestión de sus facturas (35%) y en siguiente línea la gestión y soporte operativo (32%). Impactando a la empresa con pérdidas de cerca de 1 millón de dólares. Para aliviar esta dolencia se aplicaron metodologías ágiles y lean service aplicado a servicio, logrando reducir en 57% la percepción del cliente sobre la gestión de facturas, y una reducción del 30% en la percepción operativa. Impactando en 300 mil dólares. | es_PE |
dc.description.abstract | The contractual relationship of a security company is dependent on the subjectivity of the service owner and variable to the daily incidents of the service. The NPS helps the companies in this sector to quantify the ailments of the service and to identify them as points of improvement, in this line the security company has in first place the management of its invoices (35%) and in the next line the management and operational support (32%). Impacting the company with losses of close to 1 million dollars. To alleviate this ailment, agile methodologies and lean service applied to service were applied, achieving a 57% reduction in the customer's perception of invoice management, and a 30% reduction in operational perception. This had an impact of three hundred thousand dollars. | en_EN |
dc.format | application/pdf | |
dc.language.iso | eng | |
dc.publisher | Universidad de Lima | |
dc.rights | info:eu-repo/semantics/restrictedAccess | * |
dc.source | Repositorio Institucional Ulima | |
dc.source | Universidad de Lima | |
dc.subject | Pendiente | en_EN |
dc.subject | Pendiente | es_PE |
dc.title | Service model based on lean service and agile methodology to increase the NPS index in a company in the security sector | en_EN |
dc.type | info:eu-repo/semantics/bachelorThesis | |
thesis.degree.discipline | Ingeniería Industrial | |
thesis.degree.grantor | Universidad de Lima. Facultad de Ingeniería | |
thesis.degree.level | Titulo profesional | |
dc.type.other | Tesis | |
thesis.degree.name | Ingeniero Industrial | |
dc.publisher.country | PE | |
dc.subject.ocde | https://purl.org/pe-repo/ocde/ford#2.11.04 | |
renati.author.dni | 77418049 | |
renati.author.dni | 73572185 | |
renati.advisor.orcid | https://orcid.org/0000-0002-0299-6505 | |
renati.advisor.dni | 09297521 | |
renati.juror | Urbina Rivera, Carlos Medardo | |
renati.juror | Quiroz Flores, Juan Carlos | |
renati.juror | Del Solar Vergara, Eduardo Alejandro | |
renati.level | http://purl.org/pe-repo/renati/level#tituloProfesional | * |
renati.type | https://purl.org/pe-repo/renati/type#tesis | * |
renati.discipline | 722026 | |
ulima.cat | OI | |
dc.identifier.isni | 121541816 | |