Influencia de la calidad del servicio de datos de Telefónica del Perú – Zonal Trujillo, en la satisfacción del cliente
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Date
2023
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Universidad Nacional de Trujillo
Abstract
Para el desarrollo y culminación del presente trabajo; lo iniciamos haciendo un análisis Sistémico de la operatividad de la red de datos de la Zonal Trujillo, usando como metodología inicial un análisis estadístico de las ocurrencias de fallas, cortes o microcortes en el servicio de datos, indisponibilidad de la Red, retardos, pérdida de paquetes de tráfico.
Así como un enfoque desde el punto de vista de la satisfacción del cliente.
En base a los objetivos planteados, mejoramos los niveles de respuesta de los enlaces de transporte de los terminales, distribuidores y concentradores; logramos obtener un índice de disponibilidad de la red en 99.997 %; teniendo como resultado un alto tráfico de datos sin pérdida de paquetes.
Sugerimos también cambiar los métodos de trabajo de los colaboradores, aplicando nuevas técnicas de trabajo, como el de las metodologías ágiles, optimizar los procesos en la parte técnica con la finalidad de lograr minimizar los tiempos muertos o los que no agregan valor al cliente.
Finalizado nuestro trabajo, presentamos los resultados para su estudio y evaluación por los niveles superiores de la empresa.
For the development and completion of this research, we begin by doing an analysis systemic of the operation of the Data Network of the Trujillo Zone, using as initial methodology a statistical analysis of the occurrences of failures, cuts or microcuts in the data service, network unavailability, delays, loss of traffic packets; as well as an approach from the point of view of customer satisfaction. The objectives were set, we improved the response levels of transport links of the terminals, distributors and concentrators, we managed to obtain the availability index of the network at 99.997%; resulting in high data traffic without packet loss. We also suggest changing the work methods of collaborators, applying new research techniques, such as agile methodologies, optimize processes in the technique in order to minimize downtime or time that does not add value to the customer. Once our work is completed, we present the results for study and evaluation by the higher levels of the company.
For the development and completion of this research, we begin by doing an analysis systemic of the operation of the Data Network of the Trujillo Zone, using as initial methodology a statistical analysis of the occurrences of failures, cuts or microcuts in the data service, network unavailability, delays, loss of traffic packets; as well as an approach from the point of view of customer satisfaction. The objectives were set, we improved the response levels of transport links of the terminals, distributors and concentrators, we managed to obtain the availability index of the network at 99.997%; resulting in high data traffic without packet loss. We also suggest changing the work methods of collaborators, applying new research techniques, such as agile methodologies, optimize processes in the technique in order to minimize downtime or time that does not add value to the customer. Once our work is completed, we present the results for study and evaluation by the higher levels of the company.
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Keywords
Análisis, Zonal Trujillo, Satisfacción del cliente, Evaluación