Boston Scientific Corporation

La tesis se centra en identificar y abordar los factores que contribuyen a los retrasos en las solicitudes en el equipo de Atención al Cliente de Boston Scientific. La investigación pretende aportar ideas y recomendaciones para mejorar el rendimiento del equipo y alcanzar los objetivos de la organiz...

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Autores:
Tipo de recurso:
Fecha de publicación:
2023
Institución:
Universidad del Rosario
Repositorio:
Repositorio EdocUR - U. Rosario
Idioma:
eng
OAI Identifier:
oai:repository.urosario.edu.co:10336/40307
Acceso en línea:
https://doi.org/10.48713/10336_40307
https://repository.urosario.edu.co/handle/10336/40307
Palabra clave:
Customer Care
Team dynamics
Challenges
Understaffing
Training
Worlkload
Service Cloud platform
Strategic Options
Dcision Matrix
Competitor analysis
Enhancig performance
Improvinng operations
Rights
License
Attribution 4.0 International
id EDOCUR2_27e10bd7a95d6adb03147349cdcf1483
oai_identifier_str oai:repository.urosario.edu.co:10336/40307
network_acronym_str EDOCUR2
network_name_str Repositorio EdocUR - U. Rosario
repository_id_str
dc.title.none.fl_str_mv Boston Scientific Corporation
dc.title.TranslatedTitle.none.fl_str_mv Boston Scientific Corporation
title Boston Scientific Corporation
spellingShingle Boston Scientific Corporation
Customer Care
Team dynamics
Challenges
Understaffing
Training
Worlkload
Service Cloud platform
Strategic Options
Dcision Matrix
Competitor analysis
Enhancig performance
Improvinng operations
title_short Boston Scientific Corporation
title_full Boston Scientific Corporation
title_fullStr Boston Scientific Corporation
title_full_unstemmed Boston Scientific Corporation
title_sort Boston Scientific Corporation
dc.contributor.advisor.none.fl_str_mv Kalogeras, Nikos
dc.subject.none.fl_str_mv Customer Care
Team dynamics
Challenges
Understaffing
Training
Worlkload
Service Cloud platform
Strategic Options
Dcision Matrix
Competitor analysis
Enhancig performance
Improvinng operations
topic Customer Care
Team dynamics
Challenges
Understaffing
Training
Worlkload
Service Cloud platform
Strategic Options
Dcision Matrix
Competitor analysis
Enhancig performance
Improvinng operations
description La tesis se centra en identificar y abordar los factores que contribuyen a los retrasos en las solicitudes en el equipo de Atención al Cliente de Boston Scientific. La investigación pretende aportar ideas y recomendaciones para mejorar el rendimiento del equipo y alcanzar los objetivos de la organización. El estudio estudio realizó una revisión exhaustiva de la literatura, explorando temas como los canales de comunicación, distribución de tareas, formación y disponibilidad de recursos. Se analizó el proceso actual de gestión de solicitudes e identificó las causas de los retrasos.
publishDate 2023
dc.date.accessioned.none.fl_str_mv 2023-08-09T18:39:54Z
dc.date.available.none.fl_str_mv 2023-08-09T18:39:54Z
dc.date.created.none.fl_str_mv 2023-06-02
dc.type.none.fl_str_mv bachelorThesis
dc.type.coar.fl_str_mv http://purl.org/coar/resource_type/c_7a1f
dc.type.document.none.fl_str_mv Trabajo de grado
dc.type.spa.none.fl_str_mv Trabajo de grado
dc.identifier.doi.none.fl_str_mv https://doi.org/10.48713/10336_40307
dc.identifier.uri.none.fl_str_mv https://repository.urosario.edu.co/handle/10336/40307
url https://doi.org/10.48713/10336_40307
https://repository.urosario.edu.co/handle/10336/40307
dc.language.iso.none.fl_str_mv eng
language eng
dc.rights.*.fl_str_mv Attribution 4.0 International
dc.rights.coar.fl_str_mv http://purl.org/coar/access_right/c_abf2
dc.rights.acceso.none.fl_str_mv Abierto (Texto Completo)
dc.rights.uri.*.fl_str_mv http://creativecommons.org/licenses/by/4.0/
rights_invalid_str_mv Attribution 4.0 International
Abierto (Texto Completo)
http://creativecommons.org/licenses/by/4.0/
http://purl.org/coar/access_right/c_abf2
dc.format.extent.none.fl_str_mv 55
dc.format.mimetype.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidad del Rosario
dc.publisher.department.none.fl_str_mv Escuela de Administración
dc.publisher.program.none.fl_str_mv Pregrado en Marketing y Negocios Digitales
publisher.none.fl_str_mv Universidad del Rosario
institution Universidad del Rosario
dc.source.bibliographicCitation.none.fl_str_mv Abbott (2023) Consumers, Consumers | Abbott U.S. Available at: https://www.abbott.com/
Borad, S. (2018). Optimizing task distribution to maximize productivity. Journal of Management, 34(2), 78-83.
Boston Scientific. (2023). Businesses. www.bostonscientific.com. https://www.bostonscientific.com/en-EU/about-us/core-businesses.html
Corthourt, J. (2021). Which CRM is used at medical device companies like Abbott ... - quora. Which CRM is used at medical device companies like Abbott, Boston Scientific and Medtronic? https://www.quora.com/Which-CRM-is-used-at-medical-device-companieslike-Abbott-Boston-Scientific-and-Medtronic
Duncan, J. & Bowman, C. (2017). E-learning for salesforce training: a review of best practices. Journal of Business Communication, 45(3), 44-52.
Johnson & Johnson Services, Inc (2023) Johnson & Johnson, Content Lab U.S. Available at: https://www.jnj.com.
Kane, G.C. & Brown, J. (2017). The rise of collaborative communication platforms in the workplace. Harvard Business Review, 95(6), 62-70.
Lean Learning, C. (2006) Five Whys problem-solving: how to apply the right lean tool for a given problem. thesis. Gardner Publications, Inc
Lee, J. (2017). Workload management software: a review of current trends and future directions. Journal of Information Systems, 43(2), 120-133.
Marinaro, M. (2021, September 23). How CRM – Medtronic’s `Original Business’ – Fuels Innovation Companywide, finds its own new growth. DeviceTalks. https://www.devicetalks.com/how-crm-medtronics-original-business-fuels-innovationcompanywide-finds-its-own-new-growth/
Medtronic. (2023). Key facts. Medtronic. https://www.medtronic.com/us-en/our-company/keyfacts.html
Partners, Cc. (2022). Johnson & Johnson – Customer Success Story CRM. CClear Partners. https://c-clearpartners.com/client-case/johnson-johnson-customer-success-story-crm/
Rosenberg, M. (2015). The future of communication: trends to watch. Journal of Business Communication,
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spelling Kalogeras, Nikos7dce744d-7597-405c-887c-9f3c549ca124-1Beltran Sanchez, Juan DavidProfesional en Marketing y Negocios DigitalesFull timec82ccc30-1dac-41e8-a568-995807b1fb29-12023-08-09T18:39:54Z2023-08-09T18:39:54Z2023-06-02La tesis se centra en identificar y abordar los factores que contribuyen a los retrasos en las solicitudes en el equipo de Atención al Cliente de Boston Scientific. La investigación pretende aportar ideas y recomendaciones para mejorar el rendimiento del equipo y alcanzar los objetivos de la organización. El estudio estudio realizó una revisión exhaustiva de la literatura, explorando temas como los canales de comunicación, distribución de tareas, formación y disponibilidad de recursos. Se analizó el proceso actual de gestión de solicitudes e identificó las causas de los retrasos.The thesis focuses on identifying and addressing the factors contributing to request delays in Boston Scientific's Customer Care team. The research aims to provide insights and recommendations to improve the team's performance and achieve the organization's goals. The study conducted a thorough literature review, exploring topics such as communication channels, task distribution, training, and resource availability. It analyzed the current process for managing requests and identified the root causes of delays.55application/pdfhttps://doi.org/10.48713/10336_40307 https://repository.urosario.edu.co/handle/10336/40307engUniversidad del RosarioEscuela de AdministraciónPregrado en Marketing y Negocios DigitalesAttribution 4.0 InternationalAbierto (Texto Completo)http://creativecommons.org/licenses/by/4.0/http://purl.org/coar/access_right/c_abf2Abbott (2023) Consumers, Consumers | Abbott U.S. Available at: https://www.abbott.com/Borad, S. (2018). Optimizing task distribution to maximize productivity. Journal of Management, 34(2), 78-83.Boston Scientific. (2023). Businesses. www.bostonscientific.com. https://www.bostonscientific.com/en-EU/about-us/core-businesses.htmlCorthourt, J. (2021). Which CRM is used at medical device companies like Abbott ... - quora. Which CRM is used at medical device companies like Abbott, Boston Scientific and Medtronic? https://www.quora.com/Which-CRM-is-used-at-medical-device-companieslike-Abbott-Boston-Scientific-and-MedtronicDuncan, J. & Bowman, C. (2017). E-learning for salesforce training: a review of best practices. Journal of Business Communication, 45(3), 44-52.Johnson & Johnson Services, Inc (2023) Johnson & Johnson, Content Lab U.S. Available at: https://www.jnj.com.Kane, G.C. & Brown, J. (2017). The rise of collaborative communication platforms in the workplace. Harvard Business Review, 95(6), 62-70.Lean Learning, C. (2006) Five Whys problem-solving: how to apply the right lean tool for a given problem. thesis. Gardner Publications, IncLee, J. (2017). Workload management software: a review of current trends and future directions. Journal of Information Systems, 43(2), 120-133.Marinaro, M. (2021, September 23). How CRM – Medtronic’s `Original Business’ – Fuels Innovation Companywide, finds its own new growth. DeviceTalks. https://www.devicetalks.com/how-crm-medtronics-original-business-fuels-innovationcompanywide-finds-its-own-new-growth/Medtronic. (2023). Key facts. Medtronic. https://www.medtronic.com/us-en/our-company/keyfacts.htmlPartners, Cc. (2022). Johnson & Johnson – Customer Success Story CRM. CClear Partners. https://c-clearpartners.com/client-case/johnson-johnson-customer-success-story-crm/Rosenberg, M. (2015). The future of communication: trends to watch. Journal of Business Communication,instname:Universidad del Rosarioreponame:Repositorio Institucional EdocURCustomer CareTeam dynamicsChallengesUnderstaffingTrainingWorlkloadService Cloud platformStrategic OptionsDcision MatrixCompetitor analysisEnhancig performanceImprovinng operationsBoston Scientific CorporationBoston Scientific CorporationbachelorThesisTrabajo de gradoTrabajo de gradohttp://purl.org/coar/resource_type/c_7a1fFacultad de EconomíaORIGINALBoston-Scientific-Corporation-Beltran-Sanchez-Juan-David-2023.pdfBoston-Scientific-Corporation-Beltran-Sanchez-Juan-David-2023.pdfapplication/pdf1741078https://repository.urosario.edu.co/bitstreams/f165b40e-704c-48f2-944d-d6a948f6aa67/downloade8ea18166781c6244b3b24277c1cd3b7MD51LICENSElicense.txtlicense.txttext/plain1483https://repository.urosario.edu.co/bitstreams/c9686951-eee7-4cfd-8da3-21129e2e5820/downloadb2825df9f458e9d5d96ee8b7cd74fde6MD52CC-LICENSElicense_rdflicense_rdfapplication/rdf+xml; charset=utf-81019https://repository.urosario.edu.co/bitstreams/93df7d93-bf02-466b-b0bc-332489eefaff/download313ea3fe4cd627df823c57a0f12776e5MD53TEXTBoston-Scientific-Corporation-Beltran-Sanchez-Juan-David-2023.pdf.txtBoston-Scientific-Corporation-Beltran-Sanchez-Juan-David-2023.pdf.txtExtracted texttext/plain70262https://repository.urosario.edu.co/bitstreams/e6f2276d-447f-494a-be8d-3117b9149a7f/downloadd7b0234d7254f57a862471e36b84aa76MD54THUMBNAILBoston-Scientific-Corporation-Beltran-Sanchez-Juan-David-2023.pdf.jpgBoston-Scientific-Corporation-Beltran-Sanchez-Juan-David-2023.pdf.jpgGenerated Thumbnailimage/jpeg2486https://repository.urosario.edu.co/bitstreams/bf98c326-4c17-4dd3-a32d-cbf211021e2f/download53569a3d5dcca36a37ba7ac8f0d23503MD5510336/40307oai:repository.urosario.edu.co:10336/403072023-08-10 03:01:17.789http://creativecommons.org/licenses/by/4.0/Attribution 4.0 Internationalhttps://repository.urosario.edu.coRepositorio institucional EdocURedocur@urosario.edu.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