Publicación: Análisis del nivel de madurez de los procesos asociados a la prestación del servicio en la empresa Comware S.A. aplicando acciones de mejora continua que garantice el cumplimiento de los acuerdos contractuales.
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In today's world, technology and the provision of services has become a very competitive market in which making the right decisions within an operational process leads to achieving a level of quality that defines and frames excellence for consumers, increasing the satisfaction of the company's clients and the market niche in which they are involved. Our times print a constant need for progress and evolution in the face of constant change in decision-making from the top management and the execution of the same against the consolidation of a work team that has clear the objective, the method and techniques to Apply according to the organization's need. Currently it is a basic need to create an organizational culture that allows to create a greater focus on the projects and contractual agreements established with a client, which generate a positive impact and / or very particular consequences that frame the success of the outlined objective. In the provision of a service focused on the execution of a project, it is sought that the method defines, prioritizes, controls and generates results within the established policies and agreements, contemplating actions of continuous improvement throughout its execution and with a fixed constant of human talent seeking efficiency in the execution of the planned activity. Search efficiency leads to assess the level of maturity that is in the project or organization according to previously defined standards or parameters. The recognition of the level of maturity of the project makes it possible to detect the shortcomings that currently exist to generate corrective actions that trace a path towards excellence. The level of maturity implies key factors such as time; an analysis of where I am today, where I am going if I generate changes in the process and how long I will take to move forward, which generates knowledge about the process. This analysis in the first phase allows to understand why the success in a project, company or organization, or if on the contrary the result is failure.The aim of this research work is to analyze the level of maturity of the associated processes in the service provided by ComWare S.A. at the service desk for Banco Itaú, taking this same service to the application of continuous improvement actions that efficiently guarantee compliance with the contractual agreements established between the client and the supplier. Also, to be able to evaluate the current situation and based on it generate recommendations for improvement in the process. The proposed objectives will be focused on the recognition and current behavior of the service desk and with it being able to develop a methodology, describe the tools to be used and present an analysis on the results obtained in a test phase executed. Finally, a series of conclusions on the project will be established and recommendations on the results obtained will be given.