Service Model Based on Lean Service and Agile Methodology to Increase the NPS Index in a Company in the Security Sector

Christian Moscoso-Zuñe; Vanessa Zuloaga-Luna; Martin Collao-Diaz; Eduardo Del Solar-Vergara

doi:10.1007/978-3-031-56373-7_14

Service Model Based on Lean Service and Agile Methodology to Increase the NPS Index in a Company in the Security Sector

Christian Moscoso-Zuñe, Vanessa Zuloaga-Luna, Martin Collao-Diaz, Eduardo Del Solar-Vergara

Producción científica: Libro o Capítulo del libro › Contribución a la conferencia › revisión exhaustiva

Resumen

The contractual relationship of a security company is dependent on the subjectivity of the owner of the service and variable to the daily incidents of the service. The NPS helps companies in this sector to quantify the ailments of the service and captures them as points of improvement. In this line, the security company has in the first place the management of its invoices (35%) and in the following line the management and operational support (32%). Impacting the company with losses of close to one million dollars. To alleviate this ailment, agile methodologies and lean service were applied, managing to reduce customer perception of invoice management by 57%, and a 30% reduction in operational perception. Impacting three hundred thousand dollars.

Idioma original	Inglés estadounidense
Título de la publicación alojada	Industrial Engineering and Industrial Management - 5th International Conference, IEIM 2024, Proceedings
Editores	Shey-Huei Sheu
Editorial	Springer Science and Business Media Deutschland GmbH
Páginas	170-182
-	13
ISBN (versión impresa)	9783031563720
DOI	https://doi.org/10.1007/978-3-031-56373-7_14
Estado	Indizado - 2024
Publicado de forma externa	Sí
Evento	5th International Conference on Industrial Engineering and Industrial Management, IEIM 2024 - Nice, Francia Duración: 10 ene. 2024 → 12 ene. 2024

Serie de la publicación

Nombre	Communications in Computer and Information Science
Volumen	2070 CCIS
ISSN (versión impresa)	1865-0929
ISSN (versión digital)	1865-0937

Conferencia

Conferencia	5th International Conference on Industrial Engineering and Industrial Management, IEIM 2024
País/Territorio	Francia
Ciudad	Nice
Período	10/01/24 → 12/01/24

Nota bibliográfica

Publisher Copyright:
© The Author(s), under exclusive license to Springer Nature Switzerland AG 2024.

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Moscoso-Zuñe, C., Zuloaga-Luna, V., Collao-Diaz, M., & Del Solar-Vergara, E. (2024). Service Model Based on Lean Service and Agile Methodology to Increase the NPS Index in a Company in the Security Sector. En S.-H. Sheu (Ed.), Industrial Engineering and Industrial Management - 5th International Conference, IEIM 2024, Proceedings (pp. 170-182). (Communications in Computer and Information Science; Vol. 2070 CCIS). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-3-031-56373-7_14

Moscoso-Zuñe, Christian ; Zuloaga-Luna, Vanessa ; Collao-Diaz, Martin et al. / Service Model Based on Lean Service and Agile Methodology to Increase the NPS Index in a Company in the Security Sector. Industrial Engineering and Industrial Management - 5th International Conference, IEIM 2024, Proceedings. editor / Shey-Huei Sheu. Springer Science and Business Media Deutschland GmbH, 2024. pp. 170-182 (Communications in Computer and Information Science).

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abstract = "The contractual relationship of a security company is dependent on the subjectivity of the owner of the service and variable to the daily incidents of the service. The NPS helps companies in this sector to quantify the ailments of the service and captures them as points of improvement. In this line, the security company has in the first place the management of its invoices (35%) and in the following line the management and operational support (32%). Impacting the company with losses of close to one million dollars. To alleviate this ailment, agile methodologies and lean service were applied, managing to reduce customer perception of invoice management by 57%, and a 30% reduction in operational perception. Impacting three hundred thousand dollars.",

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Moscoso-Zuñe, C, Zuloaga-Luna, V, Collao-Diaz, M & Del Solar-Vergara, E 2024, Service Model Based on Lean Service and Agile Methodology to Increase the NPS Index in a Company in the Security Sector. En S-H Sheu (ed.), Industrial Engineering and Industrial Management - 5th International Conference, IEIM 2024, Proceedings. Communications in Computer and Information Science, vol. 2070 CCIS, Springer Science and Business Media Deutschland GmbH, pp. 170-182, 5th International Conference on Industrial Engineering and Industrial Management, IEIM 2024, Nice, Francia, 10/01/24. https://doi.org/10.1007/978-3-031-56373-7_14

Service Model Based on Lean Service and Agile Methodology to Increase the NPS Index in a Company in the Security Sector. / Moscoso-Zuñe, Christian; Zuloaga-Luna, Vanessa; Collao-Diaz, Martin et al.
Industrial Engineering and Industrial Management - 5th International Conference, IEIM 2024, Proceedings. ed. / Shey-Huei Sheu. Springer Science and Business Media Deutschland GmbH, 2024. p. 170-182 (Communications in Computer and Information Science; Vol. 2070 CCIS).

Producción científica: Libro o Capítulo del libro › Contribución a la conferencia › revisión exhaustiva

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AU - Moscoso-Zuñe, Christian

AU - Zuloaga-Luna, Vanessa

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AU - Del Solar-Vergara, Eduardo

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AB - The contractual relationship of a security company is dependent on the subjectivity of the owner of the service and variable to the daily incidents of the service. The NPS helps companies in this sector to quantify the ailments of the service and captures them as points of improvement. In this line, the security company has in the first place the management of its invoices (35%) and in the following line the management and operational support (32%). Impacting the company with losses of close to one million dollars. To alleviate this ailment, agile methodologies and lean service were applied, managing to reduce customer perception of invoice management by 57%, and a 30% reduction in operational perception. Impacting three hundred thousand dollars.

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Moscoso-Zuñe C, Zuloaga-Luna V, Collao-Diaz M, Del Solar-Vergara E. Service Model Based on Lean Service and Agile Methodology to Increase the NPS Index in a Company in the Security Sector. En Sheu SH, editor, Industrial Engineering and Industrial Management - 5th International Conference, IEIM 2024, Proceedings. Springer Science and Business Media Deutschland GmbH. 2024. p. 170-182. (Communications in Computer and Information Science). doi: 10.1007/978-3-031-56373-7_14

Service Model Based on Lean Service and Agile Methodology to Increase the NPS Index in a Company in the Security Sector

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