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Lean six sigma to improve customer service processes: a case study
No full textThe customer service process is crucial to the success of any company, both manufacturing and services, regardless of its size and nature, due to direct contact with the customer before, during, and after the sale of products or services. In the current changing and complex context, a good product or service is not enough; it must be complemented with agile response times, the ability to resolve doubts, concerns, and problems, as well as personalized and friendly attention, which can improve or worsen the customer’s perception of quality. Therefore, companies focus their operations on providing the best customer experience, from design to after-sales service. On the other hand, the COVID-19 pandemic intensified the use of non-face-to-face channels such as websites, chats, and telephone lines. These constitute communication channels with quick and convenient access, allowing customers to inquire about the products. Products or services of a company without having to travel to the offices or units, which is why it is necessary to improve the quality of the response and customer service continually. In this context, the Lean Six Sigma methodology is a valuable tool to improve efficiency and quality in customer service processes. This paper presents the application of Lean Six Sigma methodology to improve the time and quality of attention to a service company’s non-face-to-face channel “telephone line” in a low- and medium-income country. The study problem focuses on long waiting times and the quality of care received. To address this problem, implementing the Lean Six Sigma methodology is proposed by identifying the activities that do not add value to waiting times and that impact the quality of the customer service process. This methodology was carried out through the identification of critical processes, the measurement of waiting times and service quality, the analysis of the data obtained, and the implementation of process improvements. The results show essential improvements in process times, mainly in call waiting times. This systematic, data-driven approach leads to greater operational efficiency and strengthens the relationship between the company and its customers, driving long-term loyalty and retentio
Geochemistry and the optics of geospatial analysis as a preposition of water quality on a macroscale
No full textThe water treatment depends exclusively on the identification of residues containing toxic chemical elements accumulated in NPs (nanoparticles), and ultrafine particles sourced from waste piles located at old, abandoned sulfuric acid factories containing phosphogypsum requires global attention. The general objective of this study is to quantify and analyze the hazardous chemical elements present in the leachate of waste from deactivated sulfuric acid factories, coupled in NPs and ultrafine particles, in the port region of the city of Imbituba, Santa Catarina, Brazil. Samples were collected in 2020, 2021, and 2022. Corresponding images from the Sentinel-3B OLCI satellite, taken in the same general vicinity, detected the levels of absorption coefficient of Detritus and Gelbstoff (ADG443_NN) in 443 m−1, chlorophyll-a (CHL_NN (m−3)), and total suspended matter (TSM_NN (g m−3) at 72 points on the marine coast of the port region. The results of inductively coupled plasma atomic-emission spectrometry (ICP-AES) and inductively coupled plasma mass spectrometry (ICP-MS) demonstrate that the leaching occurring in waste piles at the port area of Imbituba was the likely source of hazardous chemical elements (e.g., Mg, Sr, Nd, and Pr) in the environment. These leachates were formed due to the presence of coal pyrite and Fe-acid sulfates in said waste piles. The mobility of hazardous chemical elements potentiates changes in the marine ecosystem, in relation to ADG443_NN (m−1), CHL_NN (m−3), and TSM NN (g m−3), with values greater than 20 g m−3 found in 2021 and 2022. This indicated changes in the natural conditions of the marine ecosystem up to 30 km from the coast in the Atlantic Ocean, justifying public initiatives for water treatment on a global scale
A new extension of generalized Pascal-type matrix and their representations via Riordan matrix
No full textThe algebraic approach based on Pascal matrices is important in many fields of mathematics, ranging from algebraic geometry to optimization, matrix theory and combinatorics. The core of the proposed approach is to introduce a new family of Pascal-type matrices Ψi,j,c,a[x,y],x,y∈R-{0} with parameters c,a∈R+-{1}. By employing the effective matrix algebra tools, certain algebraic properties including the product formula, inverse matrix, determinant and eigen values are determined for the Pascal matrix Ψi,j,c,a[x,y]. Further, some new families of matrices like the Fibonacci Fi,j,c,a[x,y], Lucas Li,j,c,a[x,y], Pell Si,j,c,a[x,y] and other matrices are introduced and these are employed to derive factorization formulae for the Pascal matrix Ψi,j,c,a[x,y] involving Riordan matrix. Finally, the properties and representations derived above for these matrices are further demonstrated for a matrix of particular order 3
Pharmaceuticals as emerging pollutants: case naproxen an overview
No full textNonsteroidal anti-inflammatory drugs (NSAIDs), including naproxen (NP), diclofenac, ibuprofen, etc., are widely used for fever and pain relief. NP is one of the most widely consumed drugs in the world, because it is available over the counter in many countries. Many studies have proven that NP is not eliminated in conventional water treatment processes and its biodegradation in the environment is also difficult compared to other drugs. Along these lines, we are aware that both the original compound and its metabolites can be found in different destinations in the environment. To assess the environmental exposure and the risks associated with NP, it is important to understand better the environment where they finally reach, the behavior of its original compounds, its metabolites, and its transformation products. In this sense, the purpose of this review is to summarize the current state of knowledge about the introduction and behavior of NP in the environments they reach and highlight research needs and gaps. Likewise, we present the sources, environmental destinations, toxicology, environmental effects, and quantification methodologies.MORENO RIOS, ANDREA LILIANA-will be generated-orcid-0000-0002-5454-6784-600Gutierrez-Suarez, KarolCarmona, ZenenGindri Ramos, Claudete-will be generated-orcid-0000-0003-2172-8052-600Silva Oliveira, Luis Felip
An iot-based prototype for optimizing agricultural irrigation: a case study in the biobío region of Chile
No full textThis paper shows an agricultural irrigation alternative using a low-cost Internet of Things (IoT) application. This technology allows the automation and optimization of processes by monitoring, processing, and analyzing large volumes of related data, including variables related to the soil (moisture), fertilization, and irrigation, which can be visualized through the internet to enable sustainable and efficient agriculture. The study is centered on the Los Angeles, Biobío, Chile case. The main objective of the prototype is to optimize water consumption for agricultural irrigation by using only the amount that is strictly necessary for each crop by allowing real-time visualization of irrigation status, moisture data, and irrigation times while providing a history of data that can be used for further analysis
Artificial neural network to estimate deterministic indices in control loop performance monitoring
No full textIn many industrial processes, the control systems are the most critical components. Evaluate performance and robustness of a control loops is an important task to maintain the health of a control system and an efficiency in the process. In the area of Control-Loop Performance Monitoring (CPM), there are two groups of indices to evaluate the performance of the control loops: stochastic and deterministic. Using stochastic indices, a control engineer can calculate the performance indices of a control loop with the data in normal operation and a minimum knowledge of the process; but the problem is that to do a performance analysis is so hard, due it is necessary an advanced knowledge about the interpretation. Instead, an interpretation or analysis of deterministic indices is simpler; however, the problem with this approach is that an invasive monitoring of the plant is required to calculate the indices. In this paper, it is proposed to use an Artificial Neural Network to estimate deterministic indices, considering as input the stochastic indices and some process information, taking advantage of the fact that data collection for stochastic indices is simpler
Transición controlada y colaborativa desde la presencialidad hacia la virtualidad en compañías de servicios pre hospitalarios en la ciudad de Barranquilla
No full textEl objetivo de este estudio es analizar los procesos que requiere la aplicación del modelo de transición controlada y colaborativa desde la presencialidad hacia la virtualidad en compañías de Servicios Pre Hospitalarios en la ciudad de Barranquilla, de acuerdo al modelo epistemológico positivista no experimental, usando un tipo de investigación descriptiva no experimental transaccional de campo; Se implementó el método cuantitativo a través de una encuesta para así obtener los datos necesarios para tabular y analizar los datos. En conclusión, esta investigación ha proporcionado una evaluación integral de los procesos que requiere la aplicación del modelo de transición controlada y colaborativa desde la presencialidad hacia la virtualidad en una compañía de servicios pre hospitalarios en Barranquilla. Los resultados obtenidos destacan la importancia de abordar de manera estratégica las dimensiones clave identificadas, como la aplicación de herramientas TIC, la sensibilización y apropiación del talento humano, la reducción de riesgos operacionales y la ampliación de la cobertura y servicios del portafolio.The objective of this study is to analyze the processes required for the application of the controlled and collaborative transition model from in-person to virtual in Pre-Hospital Services companies in the city of Barranquilla, according to the non-experimental positivist epistemological model, using a type of descriptive non-experimental transactional field research; The quantitative method was implemented through a survey in order to obtain the data necessary to tabulate and analyze the data. In conclusion, this research has provided a comprehensive evaluation of the processes required for the application of the controlled and collaborative transition model from in-person to virtual in a pre-hospital services company in Barranquilla. The results obtained highlight the importance of strategically addressing the key dimensions identified, such as the application of ICT tools, awareness and appropriation of human talent, reduction of operational risks and expansion of portfolio coverage and services.Lista de tablas 8 -- Introducción 9 -- Capítulo I12 -- El problema 12 -- Planteamiento del problema 13 -- Formulación del Problema15 -- Sistematización del Problema 15 -- Objetivos de la investigación 16 -- Justificación de la investigación 17 -- Delimitación de la investigación18 -- Capítulo II 20 -- Marco teórico 20 -- Antecedentes de la investigación20 -- Bases teóricas 30 -- Sistemas de variables 43 -- Definición Nominal: 43 -- Definición Conceptual: 43 -- Definición Operativa: 43 -- Operacionalización de Variables: 44 -- Capítulo III 46 -- Marco metodológico 46 -- Tipo de investigación 47 -- Diseño de la investigación 49 -- Población de la investigación 50 -- Técnica e instrumento de recolección de datos 53 -- Validez y confiabilidad del instrumento de recolección de datos 54 – Confiabilidad 55 -- Técnica de análisis de datos 57 -- Procedimiento de la investigación 60 -- Capítulo IV 62 -- Resultados 62 -- Discusión de los resultados 76 -- Conclusiones 79 – Recomendaciones 81 -- Referencias83Magíster en AdministraciónMaestrí
Boletín semestral Departamento de Ciencias Empresariales 2024-2
No full textEl Departamento de Ciencias Empresariales de la Universidad de la Costa se encuentra adscrito a la Vicerrectoría Académica. Los diferentes programas y proyectos del Dpto. giran alrededor de las organizaciones como objeto de estudio, sin distinción de su tamaño, naturaleza o finalidad; y con un foco central en la atención de sus problemáticas internas y de su relación con el entorno. Es de especial interés para el Dpto. contribuir a la transformación de las organizaciones llevando a la práctica los desarrollos teóricos de alta relevancia en torno a las diversas disciplinas de las Ciencias Económicas, manteniendo como punto de referencias los Objetivos de Desarrollo Sostenible. El Dpto. trabaja de manera activa y con perspectiva interdisciplinaria la integración de la docencia, investigación y extensión
Trabajo en alturas: responsabilidad legal del empleador
No full textEl trabajo siempre ha sido una actividad vital que dignifica la vida humana, y si bien muchas normas e instrumentos internacionales tienen como objetivo garantizar la calidad y la seguridad en el trabajo, ciertos trabajos se consideran peligrosos o de alto riesgo para los afectados. En Colombia, el Observatorio de la Seguridad y Salud del Consejo Colombiano de Seguridad (CCS) reporta que en los primeros cuatro meses de 2024 ocurrieron 148.518 accidentes de trabajo, de los cuales 90 resultaron en la muerte de trabajadores. En el sector de la construcción se produjeron 16.850 accidentes, con un saldo de 15 víctimas mortales. Este tema ha sido considerado tanto por el gobierno colombiano como por organismos internacionales como un problema importante que afecta la salud y la vida de los trabajadores, lo que ha llevado a la implementación de diversos instrumentos internacionales y normas internas colombianas para la protección de los trabajadores y la seguridad de la saludWork has always been a vital activity that dignifies human life, and while many international standards and instruments aim to ensure quality and safety at work, certain jobs are considered dangerous or high risk for those affected. In Colombia, the Safety and Health Observatory of the Colombian Safety Council (CCS) reports that in the first four months of 2024, 148,518 workplace accidents occurred, of which 90 resulted in the death of workers. In the construction sector, there were 16,850 accidents, with a balance of 15 fatalities. This issue has been considered by both the Colombian government and international organizations as a major problem affecting the health and lives of workers, which has led to the implementation of various international instruments and Colombian internal standards for the protection of workers and health safetyLista de tablas y figuras 7--Capítulo I. Generalidades del problema de investigación 8--Planteamiento del problema 8-- Pregunta problema 13-- Objetivos 14-- Objetivos general 14-- Objetivos específicos 14-- Justificación 14-- Delimitación 16-- Delimitación espacial 16-- Delimitación temporal 16--Delimitación científica 17-- Capitulo II Marco referencial 18-- Marco teórico 18--Antecedentes de la investigación 18--Referentes históricos 24-- Antecedentes históricos y legales en el mundo 24-- Antecedentes históricos y legales en América 29--Antecedentes históricos y legales en Colombia 32-- Bases teóricas 35-- Seguridad social. Concepto 35--Sistema de riesgos laborales, accidente y enfermedad laboral 36-- Responsabilidad objetiva y subjetiva por accidentes laborales 41--El trabajo en alturas en Colombia 50--Referente contextuales 52-- Marco legal 53--Marco general del Sistema de Riesgos Laborales en Colombia 53--Instrumentos internacionales sobre trabajos en alturas 54-- Preceptos constitucionales y legales en seguridad social y riesgos laborales en Colombia 56--Código sustantivo del trabajo (CST) de Colombia 58-- Normas legales especificas sobre trabajo en alturas 60-- Capitulo III metodología 68-- Diseño metodológico 68-- Tipo y enfoque 68-- Método 68-- Técnicas e instrumentos 69--Análisis y discusión de resultados 69-- Conclusiones 75-- Recomendaciones 80-- Referencias 82Abogado(a)Pregrad
AI in Colombian Food Markets: Using Machine Learning to Address Price Crisis
No full textLos choques de precios han sido por largo tiempo uno de los principales problemas que los agricultores se enfrentan en países en desarrollo. Este problema crea un riesgo a su inversión y estilo de vida cuando se encuentran con precios bajos al momento de la cosecha, llevándolos a situación de pobreza. Gobiernos regionales generalmente responden a las crisis de manera ineficiente, repartiendo ayudas indiscriminadamente. A pesar de que gobiernos locales pueden aplicar muchas herramientas para prevenir los cambios drásticos en los precios agrícolas, esas herramientas tienden a ser muy costosas y difíciles de implementar. El principal objetivo de esta investigación es mostrar la posibilidad de usar una herramienta de machine learning que sea costo efectivo que predice las municipalidades más propensas a ser afectadas por un shock de precios, permitiendo a los gobiernos locales dirigir eficazmente la asistencia donde más se necesita. Dos modelos son usados en este articulo, random forest y arboles de decisión. Los hallazgos sugieren que usando estructuras simples de árbol de decisión y Random Forest, se logra predecir hasta un 79% de los municipios afectados por el choque. Este articulo muestra que esta estructura simple de machine learning puede equipar a los gobiernos con datos confiables para ser usados en crisis de precios a un costo bajo de focalización.Price shocks have long been a challenge for farmers in developing countries, posing a substantial threat to their investments and livelihoods when they encounter low prices at the time of harvest, often pushing them towards poverty. Local governments' crisis responses often use inefficient, indiscriminate aid distribution. While local and regional governments can apply many tools to prevent sudden changes in crop prices, those tools tend to be expensive and difficult to implement in local communities. The principal objective of this study is to illustrate the feasibility of a cost-effective machine learning tool that predicts the most likely affected municipalities by a price shock, enabling local governments to effectively target assistance where it is needed. Two models were used in the article, a random forest and a decision tree algorithm. The findings suggest that, despite using a simple structure in both algorithms, the models were able to predict up to 79% of the municipalities affected by prices shocks. Furthermore, this article highlights that this relatively uncomplicated model structure can equip governments with accurate data, which could be employed in price crisis responses at a lower cost, thereby enhancing the efficiency of aid distribution