Propuesta de Mejora de la Calidad del Servicio de un Call Center Mediante la Aplicación de la Metodología DMAIC

Almendra Bejarano; Lucy Aragón

doi:10.18687/LACCEI2022.1.1.628

Propuesta de Mejora de la Calidad del Servicio de un Call Center Mediante la Aplicación de la Metodología DMAIC

Translated title of the contribution: Proposal to improve the quality of service of a call center through the application of the DMAIC methodology

Almendra Bejarano, Lucy Aragón

Sección de Ingeniería Industrial

Pontifical Catholic Univ. of Peru

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

1 Scopus citations

Abstract

In this study, we analyze the performance of a call center under scenarios of increments in demand. We propose changes to critical processes using quality concepts and the DMAIC methodology to increase the quality of customer service.

Translated title of the contribution	Proposal to improve the quality of service of a call center through the application of the DMAIC methodology
Original language	Spanish
Title of host publication	20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology
Subtitle of host publication	"Education, Research and Leadership in Post-Pandemic Engineering: Resilient Inclusive and Sustainable Actions", LACCEI 2022
Editors	Maria M. Larrondo Petrie, Jose Texier, Andrea Pena, Jose Angel Sanchez Viloria
Publisher	Latin American and Caribbean Consortium of Engineering Institutions
ISBN (Electronic)	9786289520705
DOIs	https://doi.org/10.18687/LACCEI2022.1.1.628
State	Published - 2022
Event	20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology, LACCEI 2022 - Boca Raton, United States Duration: 18 Jul 2022 → 22 Jul 2022

Publication series

Name	Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
Volume	2022-July
ISSN (Electronic)	2414-6390

Conference

Conference	20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology, LACCEI 2022
Country/Territory	United States
City	Boca Raton
Period	18/07/22 → 22/07/22

Access to Document

10.18687/LACCEI2022.1.1.628

Cite this

Bejarano, A., & Aragón, L. (2022). Propuesta de Mejora de la Calidad del Servicio de un Call Center Mediante la Aplicación de la Metodología DMAIC. In M. M. Larrondo Petrie, J. Texier, A. Pena, & J. A. S. Viloria (Eds.), 20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology: "Education, Research and Leadership in Post-Pandemic Engineering: Resilient Inclusive and Sustainable Actions", LACCEI 2022 (Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology; Vol. 2022-July). Latin American and Caribbean Consortium of Engineering Institutions. https://doi.org/10.18687/LACCEI2022.1.1.628

Bejarano, Almendra ; Aragón, Lucy. / Propuesta de Mejora de la Calidad del Servicio de un Call Center Mediante la Aplicación de la Metodología DMAIC. 20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology: "Education, Research and Leadership in Post-Pandemic Engineering: Resilient Inclusive and Sustainable Actions", LACCEI 2022. editor / Maria M. Larrondo Petrie ; Jose Texier ; Andrea Pena ; Jose Angel Sanchez Viloria. Latin American and Caribbean Consortium of Engineering Institutions, 2022. (Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology).

@inproceedings{f580886a8d36406b8fd369cce304933f,

title = "Propuesta de Mejora de la Calidad del Servicio de un Call Center Mediante la Aplicaci{\'o}n de la Metodolog{\'i}a DMAIC",

abstract = "In this study, we analyze the performance of a call center under scenarios of increments in demand. We propose changes to critical processes using quality concepts and the DMAIC methodology to increase the quality of customer service.",

keywords = "DMAIC, Processes, quality of customerservice, quality of service",

author = "Almendra Bejarano and Lucy Arag{\'o}n",

note = "Publisher Copyright: {\textcopyright} 2022 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.; 20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology, LACCEI 2022 ; Conference date: 18-07-2022 Through 22-07-2022",

year = "2022",

doi = "10.18687/LACCEI2022.1.1.628",

language = "Espa{\~n}ol",

series = "Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology",

publisher = "Latin American and Caribbean Consortium of Engineering Institutions",

editor = "{Larrondo Petrie}, {Maria M.} and Jose Texier and Andrea Pena and Viloria, {Jose Angel Sanchez}",

booktitle = "20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology",

}

Bejarano, A & Aragón, L 2022, Propuesta de Mejora de la Calidad del Servicio de un Call Center Mediante la Aplicación de la Metodología DMAIC. in MM Larrondo Petrie, J Texier, A Pena & JAS Viloria (eds), 20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology: "Education, Research and Leadership in Post-Pandemic Engineering: Resilient Inclusive and Sustainable Actions", LACCEI 2022. Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology, vol. 2022-July, Latin American and Caribbean Consortium of Engineering Institutions, 20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology, LACCEI 2022, Boca Raton, United States, 18/07/22. https://doi.org/10.18687/LACCEI2022.1.1.628

Propuesta de Mejora de la Calidad del Servicio de un Call Center Mediante la Aplicación de la Metodología DMAIC. / Bejarano, Almendra; Aragón, Lucy.
20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology: "Education, Research and Leadership in Post-Pandemic Engineering: Resilient Inclusive and Sustainable Actions", LACCEI 2022. ed. / Maria M. Larrondo Petrie; Jose Texier; Andrea Pena; Jose Angel Sanchez Viloria. Latin American and Caribbean Consortium of Engineering Institutions, 2022. (Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology; Vol. 2022-July).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Propuesta de Mejora de la Calidad del Servicio de un Call Center Mediante la Aplicación de la Metodología DMAIC

AU - Bejarano, Almendra

AU - Aragón, Lucy

PY - 2022

Y1 - 2022

N2 - In this study, we analyze the performance of a call center under scenarios of increments in demand. We propose changes to critical processes using quality concepts and the DMAIC methodology to increase the quality of customer service.

AB - In this study, we analyze the performance of a call center under scenarios of increments in demand. We propose changes to critical processes using quality concepts and the DMAIC methodology to increase the quality of customer service.

KW - DMAIC

KW - Processes

KW - quality of customerservice

KW - quality of service

UR - http://www.scopus.com/inward/record.url?scp=85140040326&partnerID=8YFLogxK

U2 - 10.18687/LACCEI2022.1.1.628

DO - 10.18687/LACCEI2022.1.1.628

M3 - Contribución a la conferencia

AN - SCOPUS:85140040326

T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology

BT - 20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology

A2 - Larrondo Petrie, Maria M.

A2 - Texier, Jose

A2 - Pena, Andrea

A2 - Viloria, Jose Angel Sanchez

PB - Latin American and Caribbean Consortium of Engineering Institutions

T2 - 20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology, LACCEI 2022

Y2 - 18 July 2022 through 22 July 2022

ER -

Bejarano A, Aragón L. Propuesta de Mejora de la Calidad del Servicio de un Call Center Mediante la Aplicación de la Metodología DMAIC. In Larrondo Petrie MM, Texier J, Pena A, Viloria JAS, editors, 20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology: "Education, Research and Leadership in Post-Pandemic Engineering: Resilient Inclusive and Sustainable Actions", LACCEI 2022. Latin American and Caribbean Consortium of Engineering Institutions. 2022. (Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology). doi: 10.18687/LACCEI2022.1.1.628

Propuesta de Mejora de la Calidad del Servicio de un Call Center Mediante la Aplicación de la Metodología DMAIC

Abstract

Publication series

Conference

Access to Document

Other files and links

Fingerprint

Cite this