Simulation of the customer experience in points of attention of a mass transportation system using Systems Dynamics
The process of generating identity cards in integrated transport systems is a generally source of complaints by almost all the users. This is the starting point in which customers have an ongoing relationship with the company. The way in which these users are handled must involve an agile and satisf...
- Autores:
- Tipo de recurso:
- Article of journal
- Fecha de publicación:
- 2019
- Institución:
- Universidad Católica de Pereira
- Repositorio:
- Repositorio Institucional - RIBUC
- Idioma:
- spa
- OAI Identifier:
- oai:repositorio.ucp.edu.co:10785/13393
- Acceso en línea:
- https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/242
http://hdl.handle.net/10785/13393
- Palabra clave:
- Rights
- openAccess
- License
- Derechos de autor 2019 Entre Ciencia e Ingeniería
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Simulation of the customer experience in points of attention of a mass transportation system using Systems Dynamics |
| dc.title.spa.fl_str_mv |
Simulación de la experiencia del cliente en puntos de atención de un sistema de transporte masivo empleando Dinámica de Sistemas |
| dc.title.por.fl_str_mv |
Simulação da experiencia do cliente em pontos de atendimento de um sistema de transporte massivo utilizando a Dinâmica de Sistemas. |
| title |
Simulation of the customer experience in points of attention of a mass transportation system using Systems Dynamics |
| spellingShingle |
Simulation of the customer experience in points of attention of a mass transportation system using Systems Dynamics |
| title_short |
Simulation of the customer experience in points of attention of a mass transportation system using Systems Dynamics |
| title_full |
Simulation of the customer experience in points of attention of a mass transportation system using Systems Dynamics |
| title_fullStr |
Simulation of the customer experience in points of attention of a mass transportation system using Systems Dynamics |
| title_full_unstemmed |
Simulation of the customer experience in points of attention of a mass transportation system using Systems Dynamics |
| title_sort |
Simulation of the customer experience in points of attention of a mass transportation system using Systems Dynamics |
| description |
The process of generating identity cards in integrated transport systems is a generally source of complaints by almost all the users. This is the starting point in which customers have an ongoing relationship with the company. The way in which these users are handled must involve an agile and satisfactory process. However, in this system they must go through multiple service posts for treatment, generating delays and dissatisfaction with the little information users generally have. This document presents a conceptual model by the approach of system dynamics, which identifies the need to make decisions related to technology investment and training the servers in various tasks together with a better communication strategy, which allows users to enter the system with a previously completed form, given their availability online. It also identifies the necessary number of advisers and how much they must delay in the process of attention, so that the perceived satisfaction of the clients is maximized. |
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2019 |
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2019-06-06 |
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2023-08-29T03:48:52Z |
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2023-08-29T03:48:52Z |
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Artículo de revista |
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http://purl.org/coar/resource_type/c_2df8fbb1 |
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http://purl.org/coar/version/c_970fb48d4fbd8a85 |
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https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/242 10.31908/19098367.3284 |
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http://hdl.handle.net/10785/13393 |
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https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/242 http://hdl.handle.net/10785/13393 |
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10.31908/19098367.3284 |
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spa |
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spa |
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https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/242/232 https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/242/1122 |
| dc.rights.spa.fl_str_mv |
Derechos de autor 2019 Entre Ciencia e Ingeniería https://creativecommons.org/licenses/by-nc/4.0/deed.es_ES |
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https://creativecommons.org/licenses/by-nc/4.0/deed.es_ES |
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Derechos de autor 2019 Entre Ciencia e Ingeniería https://creativecommons.org/licenses/by-nc/4.0/deed.es_ES http://purl.org/coar/access_right/c_abf2 |
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openAccess |
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application/pdf application/xml |
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Universidad Católica de Pereira |
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Entre ciencia e ingeniería; Vol 11 No 21 (2017); 73-81 |
| dc.source.spa.fl_str_mv |
Entre Ciencia e Ingeniería; Vol. 11 Núm. 21 (2017); 73-81 |
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Entre ciencia e ingeniería; v. 11 n. 21 (2017); 73-81 |
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2539-4169 1909-8367 |
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Repositorio Institucional de la Universidad Católica de Pereira - RIBUC |
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2023-08-29T03:48:52Z2023-08-29T03:48:52Z2019-06-06https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/24210.31908/19098367.3284http://hdl.handle.net/10785/13393The process of generating identity cards in integrated transport systems is a generally source of complaints by almost all the users. This is the starting point in which customers have an ongoing relationship with the company. The way in which these users are handled must involve an agile and satisfactory process. However, in this system they must go through multiple service posts for treatment, generating delays and dissatisfaction with the little information users generally have. This document presents a conceptual model by the approach of system dynamics, which identifies the need to make decisions related to technology investment and training the servers in various tasks together with a better communication strategy, which allows users to enter the system with a previously completed form, given their availability online. It also identifies the necessary number of advisers and how much they must delay in the process of attention, so that the perceived satisfaction of the clients is maximized.Los procesos de carnetización en sistemas integrados de transporte masivo (SITM) generalmente son origen de quejas y reclamos por parte de los usuarios. Este punto es el inicial, en el cual los clientes comienzan una relación continua con la empresa. Por tal razón, la forma en la cual se atienden dichos usuarios debe involucrar un proceso ágil y satisfactorio. Sin embargo, en este sistema ellos deben pasar por múltiples puestos para ser atendidos generando demoras en el proceso y descontento por la poca información que generalmente poseen los usuarios. Este documento presenta un modelo conceptual elaborado mediante dinámica de sistemas, en el cual se identifica la necesidad de tomar decisiones relacionadas con inversión tecnológica y capacitación en diversas labores por parte de los servidores, en conjunto con una mejor estrategia de comunicación (boca a boca), que permita que los usuarios ingresen al sistema con un formulario previamente diligenciado, dada su disponibilidad online. Se identifica la cantidad necesaria de asesores y cuánto deben demorar en el proceso de atención, para que la satisfacción percibida por los clientes sea maximizada.Os processos de uso de cartões ou bilhetes em sistemas integrados de transporte massivo (SITM) geralmente são motivos de queixas e reclamações por parte dos usuários. Este é o ponto inicial, onde os clientes começam um relacionamento continuo com a empresa. Por esse motivo, a forma como se atendem esses usuários deve envolver um processo ágil e satisfatório. Entretanto, neste sistema eles devem passar por múltiplos postos para serem atendidos gerando demoras no processo e descontentamento pela pouca informação que geralmente os usuários possuem. Este documento apresenta um modelo conceitual elaborado mediante dinâmica de sistemas, onde se identifica a necessidade de tomar decisões relacionadas com o investimento tecnológico e capacitação em diversas áreas por parte dos servidores, em conjunto com uma melhor estratégia de comunicação (boca a boca), que permita que os usuários entrem ao sistema com um formulário previamente preenchido, por estar disponível online. Se identifica a quantidade necessária de assessores e quanto devem demorar com o processo de atendimento para que a satisfação percebida pelos clientes seja maximizada.application/pdfapplication/xmlspaUniversidad Católica de Pereirahttps://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/242/232https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/242/1122Derechos de autor 2019 Entre Ciencia e Ingenieríahttps://creativecommons.org/licenses/by-nc/4.0/deed.es_EShttps://creativecommons.org/licenses/by-nc/4.0/deed.es_ESinfo:eu-repo/semantics/openAccesshttp://purl.org/coar/access_right/c_abf2Entre ciencia e ingeniería; Vol 11 No 21 (2017); 73-81Entre Ciencia e Ingeniería; Vol. 11 Núm. 21 (2017); 73-81Entre ciencia e ingeniería; v. 11 n. 21 (2017); 73-812539-41691909-8367Simulation of the customer experience in points of attention of a mass transportation system using Systems DynamicsSimulación de la experiencia del cliente en puntos de atención de un sistema de transporte masivo empleando Dinámica de SistemasSimulação da experiencia do cliente em pontos de atendimento de um sistema de transporte massivo utilizando a Dinâmica de Sistemas.Artículo de revistahttp://purl.org/coar/resource_type/c_6501http://purl.org/coar/resource_type/c_2df8fbb1http://purl.org/coar/version/c_970fb48d4fbd8a85info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionCarvajal Echeverri, Luis CamiloAlzate Carmona, ValentinaCeballos, Yony FernandoPublication10785/13393oai:repositorio.ucp.edu.co:10785/133932025-01-27 19:00:11.855https://creativecommons.org/licenses/by-nc/4.0/deed.es_ESDerechos de autor 2019 Entre Ciencia e Ingenieríametadata.onlyhttps://repositorio.ucp.edu.coRepositorio Institucional de la Universidad Católica de Pereira - RIBUCbdigital@metabiblioteca.com |