Creación del departamento de soporte técnico en Annar Health. Technologies – Ecuador
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Fecha
2022
Autores
Camargo Calvo, Ariel
Guerrero Gutiérrez, Ángel Alejandro
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Ediciones Universidad Simón Bolívar
Facultad de Ingeniarías
Facultad de Ingeniarías
Resumen
En este proyecto tendrá como objetivo la creación del departamento de soporte técnico de ANNAR HEALTH en el vecino país de ecuador ya que hemos evidenciado una deficiencia en la atención oportuna en el soporte técnico de las compañías; esto conlleva a una baja competitividad para los usuarios en escoger sus prestadores idóneos los cuales generen un plus en los tiempos de entrega y satisfacción de las tecnologías y equipos. Los precios de servicios(soporte) son muy altos ya que la casa matriz terciariza los servicios y generando poco control a los resultados esperados y satisfacción del cliente.
Por lo tanto, nuestro departamento de soporte técnico se inclinará a brindar una atención integral a la solución del problema que tenga los clientes potenciales por medio de las herramientas bitrix24 y trello contactamos la optimización de los procesos de atención con las casas matriz y el cliente final y así tener un verdadero acompañamiento y seguimiento a los equipos postventa.
Es por esta razón que en todas las fases del proyecto se iba verificando con los stakeholders y realizando los cambios pertinentes sin alterar los costos del proyecto y satisfacer las necesidades de los involucrados mediante estas metodologías agiles. Apoyándonos en diagramas Ishikawa, técnica 5w y 2h para así tener controlados las variables que se podían salir de control en el momento de la ejecución.
This project will aim to create the technical support department of ANNAR HEALTH in the neighboring country of Ecuador as we have shown a deficiency in timely attention in the technical support of companies; this leads to low competitiveness for users in choosing their ideal suppliers that generate an advantage in delivery times and the satisfaction of technologies and equipment. The prices of the services (support) are very high as the parent company outsources the services and generates little control over the expected results and customer satisfaction. Therefore, our technical support department will be inclined to provide a comprehensive attention to the solution of the problem that potential customers have through the bitrix24 and trello tools we contact the optimization of care processes with companies’ matrices and the final customer and thus have a true accompaniment and follow-up to the aftersales teams. It is for this reason that in all phases of the project was checking with stakeholders and making the relevant changes without altering the costs of the project and meeting the needs of those involved through these agile methodologies. Relying on Ishikawa diagrams, 5w and 2h technique to have controlled variables that could get out of control at the time of execution.
This project will aim to create the technical support department of ANNAR HEALTH in the neighboring country of Ecuador as we have shown a deficiency in timely attention in the technical support of companies; this leads to low competitiveness for users in choosing their ideal suppliers that generate an advantage in delivery times and the satisfaction of technologies and equipment. The prices of the services (support) are very high as the parent company outsources the services and generates little control over the expected results and customer satisfaction. Therefore, our technical support department will be inclined to provide a comprehensive attention to the solution of the problem that potential customers have through the bitrix24 and trello tools we contact the optimization of care processes with companies’ matrices and the final customer and thus have a true accompaniment and follow-up to the aftersales teams. It is for this reason that in all phases of the project was checking with stakeholders and making the relevant changes without altering the costs of the project and meeting the needs of those involved through these agile methodologies. Relying on Ishikawa diagrams, 5w and 2h technique to have controlled variables that could get out of control at the time of execution.
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Palabras clave
Casa matriz, Bitrix24, Trello, Stakeholders, ANNAR HEALTH, Parent company
