Implementación de mejora continua en el proceso de gestión de cobro en la empresa Reincar SAS en la sede de Bucaramanga

Abstract

The Reincar company was faced with the problem of non-compliance with the monthly objectives of the agreements concluded in terms of collection management. Through a diagnosis including surveys of 50 portfolio managers and interviews with 5 sales coordinators, failures in communication with the client during the call process were identified. To address these deficiencies, four strategies were devised: adding new elements to the appeal process, implementing a negotiation scenario, cleaning the workplace and providing an employee incentive. The prioritization matrix assessed the suitability of each strategy based on complexity and applicability criteria, selecting the top two for a pilot plan. The new Elements Strategy increased the appeal process to 16 steps, improving data authorization and updating, as well as clarity on collection fees. The negotiation scenario, introduced in point 9, offered payment options segmented by debt tranches with progressive discounts. These strategies were implemented with a pilot group of 50 portfolio managers, following training on October 19, 2023. The results were positive: the average number of transactions carried out increased by 0.15 %, with 3 additional transactions in November and 11 in December, exceeding the targets set for these months. This demonstrated the effectiveness of the improvements made to the optimization of collections management at Reincar