This document lists 6 students from the Industrial Engineering program at an unspecified university, along with their student IDs. It then lists some headings and brief descriptions related to a case study and process control indicators. It provides a list of potential KPIs to evaluate performance, including metrics like customer complaints, satisfaction, and training. Finally, it outlines the process of reviewing and modifying KPIs over time.

1. Estudiantes:
José Alejandro Romero Martínez-U20170038-Ingeniería Industrial.
Kevin Wilfredo Bonilla Catacho-U20170287-Ingeniería Industrial.
Kevyn Francisco Berríos Manzanares-U20170248-Ingeniería Industrial
Nelson Mauricio del Cid-U20170157-Ingeniería Industrial.
Sergio Balmore Castillo Rodríguez-U20170512-Ingeniería Industrial
Walter Mauricio Romero Álvarez-U20170631-Ingeniería Industrial
Caso1
propuesta
decontrol

2. Indicador para evaluar eldesempeño
Fuente: Plan estratégico de la Agencia Española de Medicamentos y
Productos Sanitarios.
Mapa de Procesos de la Agencia Española de Medicamentos y
Productos Sanitarios.
Antes de la operación.
 Determinar las actividades realizadas por la empresa.
 Diagnóstico inicial.
o Encuestas

3. CICloPHVA

4. Disminucióndequejas Índice derecomendaciónNet
promoterscore (NPS)
Índice desatisfaccióndel
cliente (CSAT)
Nivelde quejas
Durante la operación.
• Diseños propuestos de KPI
Índice deesfuerzodelcliente
(CES)
Tasa deretención declientes Eficacia delasacciones CumplimientoProgramade
capacitación
Desempeñodelpersonal Climaorganizacional*

5. Consolidación de kpi´s para evaluar el desempeño
INDICADOR MEDICION FRECUENCIA RESPONSABLE RECURSOS
Nivel de quejas Número de quejas por
asesoría brindada
Según la rapidez del
proceso
Atención al cliente Plantilla de excel
Disminución de quejas Número de quejas mes
actual/número de quejas
mes anterior
mensualmente Atención al cliente Plantilla de excel
Índice de satisfacción del
cliente (CSAT)
Porcentaje obtenido de
encuestas
Mensualmente Mercadeo Encuestas
Índice de esfuerzo del
cliente (CES
Porcentaje obtenido de
encuestas
Mensualmente Mercadeo Encuestas
Índice de recomendación
Net promoter score (NPS)
Porcentaje obtenido de
encuestas
Mensualmente Mercadeo Encuestas
Tasa de retención de
clientes
((No. De clientes al final del
periodo – No. De clientes
nuevos) / No. De clientes al
inicio del periodo) * 100
Mensualmente Atención al cliente Plantilla de excel
Eficacia de las acciones. No. De acciones
correctivas efectivas / No.
De problemas Mensualmente
RRHH Plantilla de excel
Desempeño del personal. Grado de cumplimiento de
los objetivos: alto medio y
bajo
Mensualmente RRHH Encuestas
Cumplimiento Programa
de capacitación
Horas establecidas / Horas
desarrolladas
Anualmente RRHH Plantilla de excel
Clima organizacional Nivel de aprobación de los
trabajadores
Anualmente RRHH Encuestas

6. Después de la operación
• Periódicamente se deberán revisaren
reuniones opresentaciones.
• Preguntarsiempresi eseindicadortiene
valorpara nosotros. Si la informaciónes
realmentevaliosapara la tomade
decisiones. Se puedemodificar elindicador
obieneliminarlo.
• Proponer accionescorrectivas y/o
preventivasquepermitan conlos
resultados realizarplanes demejora.

7. ABOUTTHE
PROJECT
Mercury is the closest planet to the Sun and the
smallest one in the Solar System—it’s only a bit
larger than our Moon. The planet’s name has
nothing to do with the liquid metal, since it was
named after the Roman messenger god

8. Here you could describe
the topic of the section
Here you could describe
the topic of the section
Here you could describe
the topic of the section
Here you could describe
the topic of the section
Here you could describe
the topic of the section
Here you could describe
the topic of the section
01
05
03
02
06
04
OUR
COMPANY
PROJECT
STAGES
MAIN
REQUIREMENTS
OUR
TEAM
PROJECT
GOALS
ABOUTTHE
PROJECT

9. “This is a quote. Words full of wisdom that
someone important said and can make the
reader get inspired.”
—SOMEONEFAMOUS

10. Venus has a beautiful name and is the second
planet from the Sun. It’s terribly hot—even
hotter than Mercury—and its atmosphere is
extremely poisonous. It’s the second-brightest
natural object in the night sky after the Moon
NOW

11. Jupiter is a gas giant and the biggest
planet in our Solar System
Venus has a beautiful name and is the
second planet from the Sun
Neptune is the fourth-largest planet by
diameter in our Solar System
06
04 05
03
01 02
Despite being red, Mars is actually a
cold place. The planet is full of iron
oxide
Saturn is the ringed one. It’s a gas giant,
composed of hydrogen and helium
Mercury is the smallest planet in our
Solar System. It’s only a bit larger than
our Moon
MAIN REQUIREMENTS

12. 6,000,000
mercury
jupiter
BUDGET
venus
saturn
Mercury is the smallest
planet in our Solar System
Jupiter is the largest planet
in our Solar System
Venus is the second planet
from the Sun
Saturn is composed of
hydrogen and helium
1,000,000
2,500,000
500,000
2,000,000

13. If you want to modify this graph, click on it, follow the link, change the data and replace it
2019
60%
35%
5%
PROJECT GOALS
2017
mercury
jupiter
venus
30%
60%
10%
mercury
jupiter
venus

14. PREDICTED RESULTS
5,000,000 50% 300
Saturn is the ringed one.
It’s a gas giant
Neptune is the farthest
planet from the Sun
Despite being red, Mars is
a cold place

15. Insert your multimedia
content here
SNEAK PEEK

16. TIMELINE
STAGE1
Saturn is a gas giant,
composed mostly of
hydrogen and helium
STAGE2
Jupiter is a gas giant and
the biggest planet in our
Solar System
STAGE3
Despite being red, Mars is
actually a cold place. It’s full
of iron oxide dust

17. RICHARD
SMITH
You can replace the image on the
screen with your own
JENNA
DOE
You can replace the image on the
screen with your own
OURTEAM

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