Propuesta de mejoramiento de los procesos misionales para aumentar el nivel de servicio en INCIHUILA S.A.S. E.S.P.
Gabalo Leguizamo, Nicolás
García Castillo, Natalia
Osorio Quiceno, Mariluz
Universidad El Bosque
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It presents the formulation of a research project applied to the company Incihuila S.A.S E.S.P. which is dedicated to providing services of collection, transport, treatment and final disposal of different types of waste, in particular the hospital ones; for which an approach was proposed from a descriptive type investigation that would allow to improve the missionary processes for the improvement of the level of external customer service. In order to establish the causes and determine the elements necessary to improve the missionary processes, a diagnosis was made of the current situation of the missionary processes and their methods of control -indicators-. The relationship between the PQRS initially identified with the processes of the organization was analyzed, which were classified into three categories: strategic, mission and support, and through the application of the Business Process Management - BPM - and PHVA Cycle methodologies, proposals are made and an implementation plan is proposed, as well as the costs and benefits of the proposal.
TopicsTratamiento de residuos -- Neiva (Huila, Colombia)
Servicio al cliente -- Empresa de servicios públicos -- Neiva (Huila, Colombia)
Gestión empresarial -- Empresa de servicios públicos -- Neiva (Huila, Colombia)
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