Publication: Metodología DMAIC para mejorar la gestión de cobranza en el Departamento Comercial de Energía Eléctrica - PECH, Chao, 2023
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Date
2024
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Universidad Nacional de Trujillo
Abstract
El objetivo general de la presente investigación se planteó en demostrar que la metodología DMAIC mejoraba la gestión de cobranza en el Departamento Comercial de Energía Eléctrica - PECH, Chao, en 2023, siendo de acuerdo con su propósito una investigación aplicada, de alcance longitudinal, de diseño pre experimental, la población de estudio fueron los procesos de gestión de cobranza del Departamento Comercial de Energía Eléctrica - PECH, Chao, mientras que la muestra seleccionada mediante un muestreo no probabilístico fue el proceso de gestión de cobranzas para el año 2023, se emplearon técnicas como el análisis documental y la observación, con instrumentos como Check lists y fichas de análisis documental. Para demostrar cuantitativamente cómo el enfoque DMAIC mejoró la gestión de cobranza de la distribuidora eléctrica, se compararon indicadores clave antes y después de la implementación del DMAIC. Se presentó un análisis comparativo de dos indicadores relevantes: el Índice de Morosidad y el Índice de Recaudación. La disminución en el Índice de Morosidad del 86.37% al 85.31% indicó una mejora en la gestión de cobranza al reducir la proporción de clientes con pagos atrasados. Esta reducción cuantificó el impacto positivo de las acciones implementadas a través del DMAIC en la disminución de la morosidad.
ABSTRACT The general objective of the present research was set to demonstrate that the DMAIC methodology improved the collection management at the Commercial Department of Electric Energy - PECH, Chao, in 2023, according to its purpose being an applied research, with a longitudinal scope, a pre-experimental design. The study population consisted of the collection management processes at the Commercial Department of Electric Energy - PECH, Chao, while the selected sample through non-probabilistic sampling was the collection management process for the year 2023. Techniques such as documentary analysis and observation were employed, with tools like checklists and documentary analysis sheets. To quantitatively demonstrate how the DMAIC approach enhanced the collection management of the electric distributor, key indicators were compared before and after the implementation of DMAIC. A comparative analysis of two relevant indicators, the Delinquency Rate and the Collection Index, was presented. The decrease in the Delinquency Rate from 86.37% to 85.31% indicated an improvement in collection management by reducing the proportion of customers with overdue payments. This reduction quantified the positive impact of the actions implemented through DMAIC in reducing delinquency.
ABSTRACT The general objective of the present research was set to demonstrate that the DMAIC methodology improved the collection management at the Commercial Department of Electric Energy - PECH, Chao, in 2023, according to its purpose being an applied research, with a longitudinal scope, a pre-experimental design. The study population consisted of the collection management processes at the Commercial Department of Electric Energy - PECH, Chao, while the selected sample through non-probabilistic sampling was the collection management process for the year 2023. Techniques such as documentary analysis and observation were employed, with tools like checklists and documentary analysis sheets. To quantitatively demonstrate how the DMAIC approach enhanced the collection management of the electric distributor, key indicators were compared before and after the implementation of DMAIC. A comparative analysis of two relevant indicators, the Delinquency Rate and the Collection Index, was presented. The decrease in the Delinquency Rate from 86.37% to 85.31% indicated an improvement in collection management by reducing the proportion of customers with overdue payments. This reduction quantified the positive impact of the actions implemented through DMAIC in reducing delinquency.
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Keywords
Metodología DMAIC, Mejora continua, Gestión de cobranza, Comunicación efectiva