Diseño de plan de mejora para la reducción de revisiones de PQR no efectivas de servicios públicos – energía y acueducto- de EMCALI EICE ESP

This paper seeks to reduce the number of non-effective reviews of EMCALI's public energy and aqueduct services, using the tools provided by the Lean Six Sigma methodology. Starting from the problem that the process of field revisions in the area of reviewers presents, we seek to provide a solution through the phases proposed by the Six Sigma methodology, which are: define measure, analyze, improve and control. In the define phase, the scope of the project is defined and the objectives are established, in the measurement phase, it allows us to describe and diagnose the problem and it is more conducive to the achievement of the objects, in the improvement phase it focuses on the root cause of Problem and defines the actions to solve the problem, and in the last phase control as its name indicates is based on proposing the tools that must be implemented to control the improvement and that is continuous.

• Autores: Solarte Franco, Luz Marina
• Fecha de publicación: 2017
• Institución: Universidad de San Buenaventura
• Repositorio: Repositorio USB
• Idioma: spa
• OAI Identifier: oai:bibliotecadigital.usb.edu.co:10819/4659
• Acceso en línea: http://hdl.handle.net/10819/4659
• Palabra clave: Metodología de Lean Six Sigmas; Servicio al cliente; Mejoramiento de procesos; Six Sigma (Normas de control de calidad); Servicio al cliente - Evaluación; Servicio al cliente - Control de calidad
• License: Atribución-NoComercial-SinDerivadas 2.5 Colombia