Revistas de investigación UNMSM

Improvements for the corporative clients of the customer services department of a telecommunication company

Authors

  • Milagros Brousset Chaman Pontificia Universidad Católica del Perú
  • Miguel Mejía Puente Pontificia Universidad Católica del Perú

DOI:

https://doi.org/10.15381/idata.v14i1.6211

Keywords:

Simulation, telecomunication company, corporative customer.

Abstract

The current situation of the corporative customers’ complaints of the Customer Services Department of a telecommunication company has been evaluated in this research. Software Arena has been used to perform simulations to get solutions that will improve the management rates of the Customer Services Department. Three solutions were proposed. However after evaluating each of them, the one that considers having five full time executives at the Back Office Area, instead of eight part time executives was considered the best alternative to choose. Additionally, it is recommended to have forty three full time executives at the Front Office area. This decision considers diminishing the personnel of this area in two executives.

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Author Biographies

  • Milagros Brousset Chaman, Pontificia Universidad Católica del Perú

    Ingeniera Industrial, PUCP, Analista, Banco de Crédito del Perú.

  • Miguel Mejía Puente, Pontificia Universidad Católica del Perú

    Doctor en Ingeniería Industrial, UNMSM, Profesor del Departamento de Ingeniería, PUCP.

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Published

2011-07-15

Issue

Vol. 14 No. 1 (2011)

Section

Sistemas e Informática

License

Copyright (c) 2011 Milagros Brousset Chaman, Miguel Mejía Puente

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

AUTHORS RETAIN THEIR RIGHTS:

a. Authors retain their trade mark rights and patent, and also on any process or procedure described in the article.

b. Authors retain their right to share, copy, distribute, perform and publicly communicate their article (eg, to place their article in an institutional repository or publish it in a book), with an acknowledgment of its initial publication in the INDUSTRIAL DATA.

c. Authors retain theirs right to make a subsequent publication of their work, to use the article or any part thereof (eg a compilation of his papers, lecture notes, thesis, or a book), always indicating the source of publication (the originator of the work, journal, volume, number and date).

How to Cite

Improvements for the corporative clients of the customer services department of a telecommunication company. (2011). Industrial Data, 14(1), 055-061. https://doi.org/10.15381/idata.v14i1.6211