Track: Business Management

Abstract

In recent years, the telecommunications sector has become an important sector in the world, with globalization and the increase of technologies, people increasingly seek to be connected to the Internet and to obtain network services that meet their requirements. It is for this reason that companies are focusing their objectives to achieve a higher level of user satisfaction by implementing various tools. One of the methodologies that has helped certain companies to increase their level of user satisfaction by focusing their processes on the elimination of muda and other activities that do not generate value. That is why this research focuses on implementing the Lean methodology focused on services and combining it with Agility, in order to insert a culture of employee participation and commitment from the beginning of the project. When reviewing different articles, it was found that there are few articles that combine these two methods in telephone operators or that even use any of them. According to the results obtained by the case studies, it is expected a reduction in call waiting time, reduction in the resolution time of customer requests, increase in the performance index of the customer service process and reduction of rework that does not add value to the processes.