文章基本信息

标题：Enfoque CRM percepciones de los usuarios de los procesos administrativos académicos y su valor agregado
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作者：Joseph Robert Voelkl Peñaloza ; Jorge Alberto Silva Rueda ; Clara Mabel Solano Vanegas 等
期刊名称：Revista Universidad EAFIT
印刷版ISSN：0120-341X
出版年度：2011
卷号：45
期号：156
页码：90-103
语种：English
出版社：Universidad EAFIT
摘要：A method to improve positive perception towards administrative services in a superior education program, Industrial Engineering at the Pontificia Universidad Javeriana in Bogotá D.C., in its different processes and throughout all its areas is studied. Critical moments of the program are identified as points where value is added to the service. The method applies process analysis tools (control documentation matrix, business activity mapping, service blueprinting) and an expectation diagnostic and value added identification methodology using the CRM approach. With the results, information gathering instruments were developed, which can be applied to each customer profile in the future. Specific variables were considered for future quantitative evaluation, thus allowing the establishment of improvement opportunities in all areas using the Lean approach.
关键词：interaction points;CRM (Customer Relationship Management);student relationship management;value added analysis;lean thinking and CRM;momentos de interacción;administración de las relaciones con los usuarios;administración de las relaciones con los estudiantes;análisis del valor agregado pensamiento esbelto;CRM