Version 1
: Received: 11 July 2023 / Approved: 14 July 2023 / Online: 14 July 2023 (07:53:30 CEST)
How to cite:
Barros Enriquez, J.D.; Mite, L.A.B.; Morocho, A.M.A.; Lopez, M.I.V. Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company. Preprints2023, 2023070984. https://doi.org/10.20944/preprints202307.0984.v1
Barros Enriquez, J.D.; Mite, L.A.B.; Morocho, A.M.A.; Lopez, M.I.V. Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company. Preprints 2023, 2023070984. https://doi.org/10.20944/preprints202307.0984.v1
Barros Enriquez, J.D.; Mite, L.A.B.; Morocho, A.M.A.; Lopez, M.I.V. Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company. Preprints2023, 2023070984. https://doi.org/10.20944/preprints202307.0984.v1
APA Style
Barros Enriquez, J.D., Mite, L.A.B., Morocho, A.M.A., & Lopez, M.I.V. (2023). <strong>Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company</strong>. Preprints. https://doi.org/10.20944/preprints202307.0984.v1
Chicago/Turabian Style
Barros Enriquez, J.D., Angel Moises Avemañay Morocho and Milton Ivan Villafuerte Lopez. 2023 "<strong>Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company</strong>" Preprints. https://doi.org/10.20944/preprints202307.0984.v1
Abstract
This work focused on proposing a plan for improvement and control of the customer service process in a customer service center, based on a waiting line analysis where it describes all the elements that interact in the system and a statistical analysis of processes to define the state in which it operates. Subsequently, the simulation of processes is applied to represent the system studied, and with it, to be able to evaluate different strategies for improvement and increase in productivity. The following strategies were evaluated: correction of the instability of customer service processes, establishment of new specification limits according to the promise of value to be fulfilled to customers, human resource management, administrative technical support. Finally, with the results obtained from the simulation of the system, the improvement and productivity increase plan is planned according to the DMAMC (Define, Measure, Analyze, Improve, Control, or DMAIC) continuous improvement cycle established in six sigma
Keywords
continuous improvement; waiting line; DMAIC; simulation; process control; productivity; customer service
Subject
Engineering, Industrial and Manufacturing Engineering
Copyright:
This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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