Scene 1

evidencia  5 video presenting orally a business process improvement plan

Juan Camilo Pinzón Castro. Negocios Internacionales .

Scene 2

The   evaluation  in  the   processes   of   management   of   the   different   products  and  services   of   the   companies , show  results   that  in  many   occasions   require   improvement   plans   to   correct   the   errors   or   failures   found .  Evaluating   the   products  and  services   allows   to   measure   the   satisfaction   of   the   clients   to   maintain   the   presence   of   the  Company in  the   Market ,  through   an   effective   work   of  Marketing,  oriented   to   develop  new  Businesses   both  at  the   National  and International  level .  That   is   why   the   distribution   channel   of   the   product   through   the   behavior   matrix ;  To   carry   out   this   selection   it   is   necessary   to  be  clear   about   the   parameters   required   to   distribute   the   product  and  the   way  in  which   it   is   desired   to   reach   the  final  consumer .  For   this   reason   it   is   important   to   carry   out   the   construction   of  ideas and  procedures   to   initiate   the   effective   distribution   of   the   product   to   the   foreign   market .

Scene 3

Recognize   the   importance   of   the   evaluation   of   products  and  services . • Use  of   present   perfect ,  past  simple and Future tense.

Scene 4

PROPOSAL FOR IMPROVING THE PROCESS OF MANAGEMENT OF THE EVALUATION OF THE TELEPHONE MANAGEMENT PROCESS OF PORTFOLIO RECOVERY :  When   did   you   meet   the   nonconformity ?  Finding :  The   finding   was   evidenced   when   some   shortcomings   were   found  in  the   monitoring   of   the   telephone   management   process  in  the   collection   of   the  portfolio  of   clients   who   were  in  arrears .

Scene 5

Where   is   the   improvement  plan  going ?  The   improvement   proposal   is   aimed  at  the   process   of   product   evaluation  and  recovery   service   of   delinquent  portfolio.  The   improvement   proposal   seeks   to   evaluate   the   telephone   recovery   process   of   the   delinquent  portfolio  with   the   help   of   the   implementation   of   the   management   indicators ,  to   perform   the  respective  monitoring ,  evaluation  and control  when   obtaining   their   measurement  and  achieve   the   result   with   its  final  impact   when   it  comes  to   propose   measures .  This   inevitably   means   greater   productivity , more  satisfied   customers , and a more  profitable   company .

Scene 6

MANAGEMENT INDICATORS FOR NEXT MONTH: • CUSTOMER SATISFACTION INDEX

Goal :  is   to  persuade  clients  in  arrears  in a  courteous ,  respectful  and  timely   manner ,  achieving  a  reach   of   the   satisfaction   rate   of  65%  of   customers   contacted   by   telephone .  Population :  designed   for   customers  in default status. MANAGEMENT INDICATORS FOR NEXT MONTH: PORTFOLIO RECOVERY INDEX IN THE MONTH RESULTS THAT ARE EXPECTED:  With   the   implementation   of   these   measures  and series  of   activities   proposed  in  the   Improvement  Plan  proposal ,  it   is   intended   to   give   applicability   to   the   management  indexes  that   improve   perforrnance   when   executing   the   telephone   management   process   for   delinquent   clients   for   what   remains   of   the   monthly   close   of   this   year .

Scene 7

Description   improvement   Name  and  quantity   of   the   unit   of  " Easurement   of   the   activity   Handuok   of   customer   service  and  custorner   service  in default and  socialization  Minutes  Montlty   rewt   of   the   results   of   the   tabulation  and  measurement   of   the   satisfaction   index  and  recovery   rate   of  non-# fforrning   loans . Date  start  Date final and  out  a new  sers'ice   customer   serv•ice   protocol  in he default  recovery   process .  the  en  the   month ,  the  care  protocols  '"II be  standardized   by   tt -e  collection   consultants   to   all   clients   who   Irnprove   the   telephone  are in default.  recovery   prccess   of   the  3.  perform   monthly   evaluation   delinquent  portfolio and  monitoring   of   the   rEuIts  Responsable  Pwtfolb  15KW2019 15%Q019  of   the   indicators : •  management   Irdex   of   recovery   of   the   delinquent  portfolio in  the

Scene 8

To   conclude   we  can  say   that   the   Distribution   Channel   is  a  group   of  intermediaries  related   to   each   other ,  which   bring   products  and  services   from   manufacturers   to   consumers  and  end   users .  Decisions   on   the   evaluation   of   products  and  services   for   distribution   give  a positive  outlook ,  thanks   to   the   benefits   of   the  place and  the   benefits   of  time  to   the   consumer .  The   benefit   of  place  refers   to   the   fact   of   bringing  a  product   close   to   the   consumer  so  that  he  does   not   have   to   travel   long   distances   to   obtain   it  and  thus   satisfy  a  need .

evidencia 5 video presenting orally a business process improvement plan

Scene 1 (0s)

Scene 2 (8s)

Scene 3 (45s)

Scene 4 (55s)

Scene 5 (1m 12s)

Scene 6 (1m 36s)

Scene 7 (2m 4s)

Scene 8 (2m 36s)