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...

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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
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Derechos de autor 2019 Entre Ciencia e Ingeniería
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network_acronym_str RepoRIBUC2
network_name_str Repositorio Institucional - RIBUC
repository_id_str
dc.title.eng.fl_str_mv 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.
publishDate 2019
dc.date.issued.none.fl_str_mv 2019-06-06
dc.date.accessioned.none.fl_str_mv 2023-08-29T03:48:52Z
dc.date.available.none.fl_str_mv 2023-08-29T03:48:52Z
dc.type.spa.fl_str_mv Artículo de revista
dc.type.coar.fl_str_mv http://purl.org/coar/resource_type/c_2df8fbb1
dc.type.coar.none.fl_str_mv http://purl.org/coar/resource_type/c_6501
dc.type.coarversion.none.fl_str_mv http://purl.org/coar/version/c_970fb48d4fbd8a85
dc.type.driver.none.fl_str_mv info:eu-repo/semantics/article
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status_str publishedVersion
dc.identifier.none.fl_str_mv https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/242
10.31908/19098367.3284
dc.identifier.uri.none.fl_str_mv http://hdl.handle.net/10785/13393
url https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/242
http://hdl.handle.net/10785/13393
identifier_str_mv 10.31908/19098367.3284
dc.language.none.fl_str_mv spa
language spa
dc.relation.none.fl_str_mv 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
dc.rights.uri.spa.fl_str_mv https://creativecommons.org/licenses/by-nc/4.0/deed.es_ES
dc.rights.accessrights.spa.fl_str_mv info:eu-repo/semantics/openAccess
dc.rights.coar.spa.fl_str_mv http://purl.org/coar/access_right/c_abf2
rights_invalid_str_mv 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
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/xml
dc.publisher.spa.fl_str_mv Universidad Católica de Pereira
dc.source.eng.fl_str_mv 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
dc.source.por.fl_str_mv Entre ciencia e ingeniería; v. 11 n. 21 (2017); 73-81
dc.source.none.fl_str_mv 2539-4169
1909-8367
institution Universidad Católica de Pereira
repository.name.fl_str_mv Repositorio Institucional de la Universidad Católica de Pereira - RIBUC
repository.mail.fl_str_mv bdigital@metabiblioteca.com
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spelling 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