Propuesta de mejora al proceso de tratamiento de quejas fundamentado en la GTC ISO 10002:2018 en COLCAN S.A.S.

Abstract

For the organization, the lack of a tool, mechanism or strategy that provides adequate support to the flow of complaints treatment and in general to the entire customer service process is a priority to be established within the structuring of opportunities for improvement . Since, due to the increase in its activities in the provision of each of the services offered, it has generated a considerable growth in requests, complaints and claims, as well as a deficit in the assistance and timely response to the requests received. This problem became even more notorious with the arrival of the COVID-19 pandemic in 2020, where the organization was one of the main laboratories in processing and reporting for said disease. In the same year, during the months July - August and December - January 2021, which coincide with the epidemiological peaks of the disease (see image 1), it achieved saturation of the different services due to the increase in demand for them and increasing the requirements in the customer service process. To comply with the different requests, the organization lost focus on the customer as the response was inadequate and inopportune and customer satisfaction was not achieved. This generated dissatisfaction of the same and in turn the deterioration of the perception of the organization and the services, having as a final result the loss of clients.

Being a national company, highly positioned and with a great competitive background in the market, it is necessary to establish strategic methodologies and avant-garde resources focused on the improvement and optimization of excellence in the provision of service and attention to the needs that guarantee satisfaction. total of the clients and the fulfillment of the expectations of the organization. The foregoing thinking of giving efficient and timely attention to each of its clients, based on innovation, excellence, service, care and responsibility as institutional values ​​expressed in its quality guidelines.