Propuesta de mejora con enfoque de transformación digital en las áreas de servicio al cliente y administrativa del Centro Especializado en Oncología y Radioterapia de la Clínica Foscal Internacional

Abstract

The lack of digital processes in the Centro Especializado en Oncología y Radioterapia at the Foscal International Clinic causes lack of efficiency in customer service and in the areas of the clinic, such as delays in appointments, lost documentation or internal problems such as human management, accounting, among others. The objective of the project is to design a proposal under a digital transformation approach to optimize these areas through automation and modernization of the processes that are carried out. This is achieved through a qualitative diagnosis through surveys validated with the Alpha Cronbach method in order to know the digital maturity of the company and customer satisfaction with digital media. In the development of the project, key processes were analyzed, process steps were prioritized and changes and solutions were designed, both traditional and computerized, which showed significant improvements in customer satisfaction and time reduction in some administrative processes.