Mejora de los procesos usando service blueprint para incrementar el nivel de satisfacción de los clientes en Savimotors S.A. – Trujillo

Abstract

Este proyecto tuvo como objetivo determinar la influencia de la mejora de los procesos usando Service Blueprint en el incremento del nivel de satisfacción de los clientes de la empresa SAVI MOTORS S.A. – Trujillo. Para ello, como parte de la metodología, se empleó como técnicas de recolección de datos la observación experimental, el análisis documental y la encuesta; como instrumentos, la hoja de registro de datos correspondiente a la variable independiente, mejora de procesos, por otro lado, la ficha de registro de datos y el cuestionario para la variable nivel de satisfacción del cliente. De esta manera, se obtuvieron como resultados que, en primer lugar, el nivel de satisfacción de los clientes obtenido a través del indicador Customer Viewpoint fue 4.28 de los meses de agosto, setiembre y octubre. En segundo lugar, se encontró que la demoras en las entregas de las unidades corresponde un 22.64% de las causas que afectan a los procesos de lavado y sanitización, planchado y pintura y reparación, el deficiente servicio de lavado enfatiza un 20.75% que afecta al servicio de posventa de lavado y sanitización, el deficiente asesoramiento al cliente que precisa un 18.87% y el ambiente de la sala de espera promueve un 16.98% de las causas que afectan a los procesos de lavado y sanitización, planchado y pintura y reparación. En tercer lugar, se hallaron algunos puntos de dolor existentes en los servicios de postventa, como, la verificación del trabajo realizado, la entrega del vehículo y el asesoramiento al cliente sobre los servicios; se presenciaron también algunos puntos de riesgo encontrados ,como lo son la comunicación del precio del servicio y hora de entrega, la verificación el servicio a aplicar y el procedimiento a realizar del servicio indicado; también, se identificaron los puntos de sorpresa, los cuales son la confirmación de datos del cliente para el registro de la cita, la entrega del comprobante de pago, el aguardamiento en la zona de espera y la llamada al cliente después de brindado el servicio. Finalmente, se lograron establecer propuestas reales para manejar los puntos críticos y de dolor encontrados.

Intrauterine growth restriction represents an The objective of this project was to define the influence of process improvement through the Service Blueprint methodology in increasing the level of customer satisfaction at SAVI MOTORS S.A. - Trujillo. For this purpose, as part of the methodology, experimental observation, documentary analysis and survey were used as data collection techniques; as instruments, the data recording sheet corresponding to the independent variable, process improvement, on the other hand, the data recording sheet and the questionnaire for the variable level of customer satisfaction. In this way, it was obtained as results that, in the first place, the level of customer satisfaction obtained through the Customer Viewpoint indicator was 4.28 for the months of August, September and October. Secondly, it was found that delays in unit deliveries accounted for 22.64% of the causes affecting the washing and sanitizing, ironing and painting and repair processes, poor washing service accounted for 20.75% affecting the washing and sanitizing after-sales service, poor customer advice accounted for 18.87%, and the waiting room environment accounted for 16.98% of the causes affecting the washing and sanitizing, ironing and painting and repair processes. Thirdly, it was found some existing pain points in the after-sales services, such as, the verification of the work performed, the delivery of the vehicle and the advice to the client about the services; in addition, some risk points found, as the communication of the price of the service and delivery time, the verification of the service to be applied and the procedure to be performed of the indicated service were witnessed; Also, the points of surprise were identified, which are the confirmation of customer data for the registration of the appointment, the delivery of proof of payment, the time spent in the waiting area and the call to the customer after the service has been provided. Finally, it was possible to establish real proposals to manage the critical and painful points found. perinatal morbimortality and its detection varies according to clinical models and characteristics of each population. OBJECTIVES: To evaluate if uterine artery Doppler and maternal age conform a clinical model with predictive capacity of intrauterine growth restriction in a wide sample of Peruvian population. MATERIALS AND METHOD: Observational, analytical, diagnostic test study. A total of 1344 pregnant women attended a national maternal perinatal reference center Level III in Peru between 2010-2018. The sample was randomly selected and divided: training sample and validation sample. In the analysis, multivariate analysis and measurement of diagnostic and predictive capabilities were applied. RESULTS: The clinical model formed by the average pulsatility index greater than the 95th percentile of the uterine artery and maternal age greater than 35 years made up the model with the lowest Akaike's penalty indicator compared to the other clinical models developed in the present study, Youden's index was 0.53. The area under the ROC curve 0.75. Sensitivity 71.5%, specificity 72.1%, positive predictive value 65.8%, negative predictive value 91.2%. CONCLUSIONS: The use of the average pulsatility index of the uterine artery associated with maternal age contributes to the formation of a model to discriminate IUGR; however, it requires other factors to adjust the model for a higher detection rate.