Especialización en Gerencia de Operaciones
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Browsing Especialización en Gerencia de Operaciones by Author "García Jiménez, Juan Camilo"
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Item Análisis de las dimensiones del servicio al cliente en las empresas promotoras de salud(Universidad Santiago de Cali, 2019) Azcarate Sánchez, Anyela Giovanna; García Jiménez, Juan CamiloThis monograph will focus on studying the Dimensions of Customer Service and its applicability in Health Promoting Companies (EPS), taking as a reference the requirements of the affiliated population and current legal regulations for this type of entities, where the central objective is to improve health conditions and provide comprehensive services that meet the needs of the user. Sin ce the creation of the EPS and the birth of Law 100/93, there has been an increase in complaints of lack of quality in the care and provision of health services, lack of coverage, administrative failures in the management of entities, among multiple causes of claims by affiliates, has led to the transfer of the report of petitions, complaints and claims of the EPS (PQRS) to handle reports of the number of guardianships received by the entities by the users for to demand their right to health and better care that meets the nee ds of the user. Among the causes that have generated deterioration in the quality of services, are the barriers of access and communication by entities towards the user, there is evidence of risk management where prevention predominates rather than correction, on the contrary , improvisation predominates before the planning of services and attention, lack of monitoring and control by the entities in charge of regulating the service in the EPS.Item Aplicación de la metodología six sigma y conceptos lean al cargo auxiliar operativo en un banco para generar valor(Universidad Santiago de Cali, 2019) González, Carlos Augusto; García Jiménez, Juan CamiloThis work aims to apply six sigma methodology and identify of wastes to the auxiliary operating position in a banking entity in the city of Cali, in order to generate value. The proposal originates from the results of improvement projects carried out as of 2014 and the transactional decline of the physical channel compared to the increase in the electronic channel, which led to the productivity or workload being estimated between 30% and 40 % equals between 2 hours and 3 business hours per day. The study realized through a descriptive-objective design, where field work was usde to identify the current status of the activities of the position, collection of quantitative and qualitative data to characterize the offices defined for the collection of information, All this through the application of Lean tools and statistics. The results yielded the definition of a sample of 15 offices to work on, identification of changes in processes such as movements and overprocesses, clustering the offices according to quantitative, qualitative variables and identifying the real average productivity of the auxiliary operational position by 51%; also, it was possible to prioritize the macro processes through the pareto diagram which established the plan to improve the position. The development of the work helped to demonstrate the applicability of statistics concepts, waste identification through the spaguetti diagram, and propose improvement actions against the position based on the priorization of the identified macroprocesses.