Framework to increase the level of customer satisfaction in telecommunication services in Peru using TQM and Business Intelligence
Year: 2024
Type: conference-paper
Abstract: In recent years, technological advancement and the COVID-19 pandemic have increased internet consumption worldwide, making it essential for daily activities such as work, studies and leisure. Therefore, an efficient Internet service is necessary, but many Internet service providers are facing an increase in customer dissatisfaction that leads to long-term losses of customers and money for these companies [1]. For this reason, a continuous improvement framework based on Business Intelligence is proposed that will have the main objective of increasing the level of customer satisfaction in telecommunications services in Peru, which will be measured by performance indicators. A model based on the four phases of TQM was applied: Plan, Do, Check and Act. In the Planning phase, areas for improvement are identified, in the Do phase the improvements are implemented, in Verify the results are collected and analyzed, and in Act the results are reviewed to adapt and standardize the proposed improvements, finally a plan is implemented to provide continuity to the proposed model, based on ITIL 4. The main metric The results showed 71.67% based on the SLA performance algorithm, which demonstrates an improvement in the performance of the company's technical assistance service, which is currently 70%.
Language: English
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W4405634293