Process Improvement to Increase Customer Satisfaction in a Company (#2138)

Authors

Garcia Juarez, Hugo

Sanchez Garcia, Ingrid

Flores Solis, Juan

Sandoval Reyes, Carlos

Parihuaman Leonardo, Celso

Deza Castañeda, Sharon

Osorio Razuri, Jasmin

Abstract

The research focuses on improving customer service processes in a service company, aligning with Sustainable Development Goals (SDG) 9 (Target 9.1) and 16 (Target 16.7), with the aim of enhancing user satisfaction. The specific objectives included evaluating the current service processes, calculating initial user satisfaction levels, implementing process improvements through staff training and the creation of an initial filtering system to direct users to the appropriate procedure, and measuring satisfaction after the intervention. A quantitative study was conducted with a sample of 374 surveys from a total population of 12,106 users. The results identified prolonged waiting times and ineffective problem resolution as the main causes of dissatisfaction. Using tools such as the FMEA matrix, improvements were prioritized and applied, leading to increased user satisfaction. The conclusion highlights that the implemented process enhancements effectively reduced waiting times and optimized problem resolution, thereby strengthening the customer experience and trust in the company’s services