Propuesta para la optimización y mejora de los servicios de asistencia técnica e instalaciones (SAT) y al cliente (SAC) en Detektor, Honduras
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Date
2025-05-26
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Tecnológica Centroamericana UNITEC
Abstract
Detektor es una empresa líder en tecnología de radiofrecuencia especializada en la recuperación de vehículos robados en Centroamérica, con presencia en Latinoamérica, ofreciendo una plataforma propia y una infraestructura operativa en toda la región. Sin embargo, Detektor Honduras, enfrenta desafíos en la eficiencia de sus servicios de asistencia técnica e instalaciones (SAT) y atención al cliente (SAC), como la falta de evaluación de procesos, oportunidades de mejora identificadas en el personal interno y una tasa de insatisfacción de la cliente detectada a través de la métrica Net Promoter Score (NPS). La propuesta de mejora busca establecer un modelo de mejora continua basado en el modelo de Deming para abordar estas deficiencias incluyendo la documentación de fichas técnicas y flujogramas, la implementación de una política de servicio al cliente y la creación de un sistema de evaluación de desempeño del personal. Esta propuesta se justifica por su potencial para mejorar la eficiencia operativa, la calidad del servicio al cliente y la competitividad organizacional. Además, de la creación de un canal de comunicación y retroalimentación de optimo y fácil acceso para el cliente. En resumen, la propuesta tiene como objetivo mejorar la experiencia del cliente, optimizar los procesos internos y fortalecer la cultura organizacional de Detektor para impulsar su éxito en el mercado empresarial.
Detektor is a leading radio frequency technology company specializing in the recovery of tolen vehicles in Central America, with a presence in Latin America, offering its platform and operational infrastructure throughout the region. However, Detektor Honduras faces challenges in the efficiency of its technical assistance and facilities services (SAT) and customer service (SAC), such as the lack of process evaluation, improvement opportunities identified in internal staff, and a rate of Customer dissatisfaction detected through the Net promoter Score (NPS) metric. This proposal seeks to establish a continuous improvement model based on the Deming model to address these deficiencies, including the documentation of technical sheets and flowcharts, the implementation of a customer service policy, and the creation of a performance evaluation system-staff. This proposal is justified by its potential to improve operational efficiency, quality of customer service, and organizational competitiveness. In addition, the creation of a communication and feedback channel that is optimal and easy to access for the client. In summary, the proposal aims to improve customer experience, optimize internal processes, and strengthen Detektor's organizational culture to drive its success in the enterprise market.
Detektor is a leading radio frequency technology company specializing in the recovery of tolen vehicles in Central America, with a presence in Latin America, offering its platform and operational infrastructure throughout the region. However, Detektor Honduras faces challenges in the efficiency of its technical assistance and facilities services (SAT) and customer service (SAC), such as the lack of process evaluation, improvement opportunities identified in internal staff, and a rate of Customer dissatisfaction detected through the Net promoter Score (NPS) metric. This proposal seeks to establish a continuous improvement model based on the Deming model to address these deficiencies, including the documentation of technical sheets and flowcharts, the implementation of a customer service policy, and the creation of a performance evaluation system-staff. This proposal is justified by its potential to improve operational efficiency, quality of customer service, and organizational competitiveness. In addition, the creation of a communication and feedback channel that is optimal and easy to access for the client. In summary, the proposal aims to improve customer experience, optimize internal processes, and strengthen Detektor's organizational culture to drive its success in the enterprise market.
Keywords
Eficiencia, Evaluación, Mejora, Procesos y Satisfacción