Track: Business Management

Abstract

This text uses the operational data of a financial services company in Colombia with about 10 million clients nationwide and with more than 50 offices in the country. With operational records for the provision of their services for a period of 30 months, which includes periods of 4 different calendar years. Using the ANOVA models and the coefficients of the associated linear regression model, the effect of the year, the week of the year, the day of the month, the day of the week on the arrival rates, waiting time, time in service, rate of outlet for the attention of each of the products. In the same way, the evolution of performance measures since the modification of the system is identified. Using this information, it is possible to propose changes or use data analysis schemes that identify cyclical variation with different time lengths and identify the evolution of changes in the working method within the organization.