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Evidence  5 : Video “Presenting orally a business process improvement plan”

ANGIE PATRICIA RODRIGUEZ LOPEZ  SENA – NEGOCIOS INTERNACIONALES 2021

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INTRODUCTION
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.

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

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PROPOSAL FOR IMPROVING THE PROCESS OF MANAGEMENT OF THE
EVALUATION OF THE TELEPHONE MANAGEMENT PROCESS OF PORTFOLIO
RECOVERY:
éWhen 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.

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éWhere 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.

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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.

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IMPROVEMENT PLAN
1.
IMPROVEMENT PLAN
of
opportunity
improverTEt1t
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

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CONCLUSION
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.

Evidence 5: Video "Presenting orally a business process improvement plan"

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