Propuesta de metodología basada en modelos de optimización para la planeación de proyectos relacionados a la medición del nivel de servicio al cliente de la compañía avatiunconsult CIA. LTDA.

摘要

This project proposes a methodology based on optimization models which will allowAVATIUNCONSULT Cia. Ltda. to better plan and allocate its human resources to the differentlocations where the project takes place. The techniques used by the company are Audits, MysteryShopping & Films to measure customer service levels for a Financial Institution. This thesisstarts from the consolidation and review of information related to the company and the project,which in this case, it has been named Project BANCLIENTE. As part of the study, the averagetime that each of these techniques require was obtained to determine the number of people thatAVATIUNCONSULT Cia. Ltda. should hire in order to efficiently assign the personal to thedifferent agencies within the specified time; as a result the total number of employees neededwas 9 and 10 for Zone A and B respectively. Once the human resources were known, it wasnecessary to assign certain days to each person to work, this was accomplished by using researchoperation which also assigned the technique that each employee will be using in a given workday. Finally, a discussion of the benefits of implementing the proposed model was also included.