DISEÑO INTEGRAL DE UN PROCESO DE MEJORAMIENTO EN EL ÁREA DE SERVICIO DE UNA EMPRESA DEL SECTOR PRIVADO

Abstract

The proposal of this thesis is to present a process of continuous improvement in the Quality of Service provided by a medium-sized company from private sector in order to identify and to correct of integral way those situations that are seen as warning points that not allow to achieve the goal. In implementing the process of improvement based on the method of D3APeón, it gets a systemic process, which will facilitate the understanding and identification of critical points, all under a Systemic View. This process of improvement allow us to identify in the service area of the company under study that the problems are based primarily on administrative conflicts and technical conflicts and thus present proposals to correct them. Because of the model of improvement process is recursive, it allowing the continuous improvement and its expansion to other company’s departments.