Reducción del índice de reclamos en una financiera del Perú aplicando un modelo PDCA integrado

Currently there is a growing demand regarding the number of claims for the products or services purchased. The financial sector is no stranger to this, as it files approximately more than 26, 000 claims a year. In relation to key indicators such as the average service time and the average waiting time in queue, they are vital to assess the quality of service provided and find areas for improvement. The companies make a great effort to improve the quality of the services provided, through excellent staff communication with the client, clear information on the services and short waiting times in queue. In this context, a continuous improvement model (PDCA) has been proposed, integrated with tools such as work standardization, which reduces the variability of the care process; process redesign, which is responsible for reformulating the training process; and queuing theory, which allows us to identify the correct distribution of operations and servers that guarantees the service capacity provided. Finally, the application of the proposed model had results such as a 67% reduction in waiting time, an 8% increase in the level of care, and a reduction in operating time of approximately 35%.