Examinando por Materia "Excelencia operacional"

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    Diseño de un modelo de gestión de soporte e incidentes para un segmento preferencial de una entidad financiera en Colombia
    (Universidad EAFIT, 2025-11-04) Consuegra Villarreal, Paula Lucía; Velásquez Cuartas, Jhon Orlando
    This project proposes the design of a Support and Incident Management Model for Corporate clients at a financial institution in Colombia, aimed at improving customer experience and strengthening operational excellence. The research began with a comprehensive diagnosis through qualitative and quantitative analyses, focus groups, and document review, which enabled the identification of the main pain points and root causes using a problem tree. Based on these analyses, an objective tree was developed from which eight key improvement activities derived, oriented at promoting a more efficient, proactive, and customer-centered management model. Specific improvement actions were formulated and prioritized using an effort–benefit matrix, which led to the identification of initiatives with the highest impact and feasibility. The proposed model incorporates an agile implementation strategy to enable iterative, collaborative, and value-driven execution. Additionally, performance indicators and impact metrics were defined to ensure measurable and sustainable results. Finally, the study provides strategic recommendations to extend the model to other business segments, strengthen end-to-end process traceability through system integration, and expand its scope to other post-sale processes such as service requests. Overall, this proposal seeks to consolidate an integrated, efficient, and differentiated service model that enhances the trust and satisfaction of corporate clients.
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    Modelo de excelencia operacional sector industrial colombiano
    (Universidad EAFIT, 2024) Ochoa Naranjo, Juan Esteban; Ramírez Echeverri, Sergio Augusto; Ramírez Echeverri, Sergio Augusto
    Operational excellence models have been implemented by various companies worldwide to guide their organizational procedures, to be able to last over time and guarantee their profitability. For the Colombian case, no model of this type has been documented to promote operational excellence in national companies, this work seeks to carry out a bibliographic review on the relevant models of operational excellence in the industry and supported by the judgment of experts, to develop a reference model for the search for operational excellence, presenting companies with a model with their respective improvement tools and indicators, on which they must work to focus on the company's overall results, seeking to maximize sales and not on local efficiencies, allowing them to look at the organization with a holistic approach and understand the relationships between the different areas and how they work generate synergies in the organization to achieve the main objective of every company: to generate greater profitability through sales. Here we will make a compilation of the different models most used nationally and internationally, which will allow us to make a tool that allows companies to identify the current position of their strategic state. This model will also be used as a diagnostic and evaluation tool to review the degree of maturity that a company has around the search for operational excellence, where opportunities for improvement will be found and, how to iterate on the model and generate systematic continuous improvement for companies in the industrial sector in Colombia.