https://padlet.com/rschefer1/xx9ku8p3is04zpgt Grupo2 en-us 2021-02-02 21:40:07 UTC 2021-08-19 18:06:04 UTC hello@padlet.com rschefer1 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1156139551 1. Defina el síntoma del dolor/ problema
2. Cada integrante tiene 8 minutos para escribir en FORMA INDIVIDUAL las causas del síntoma
3. Cada integrante coloca ahora sobre el lienzo del padlet lo que escribió en forma individual
4. Se comienza el proceso de agrupación temática
Lo normal es que queden de 4 a 8 grupos de "dolores"
5. Una vez agrupados, se resume con un nuevo sticker o post it, de otro color que sirve como resumen
6. Una vez logrados los grupos y realizado el resumen, se busca la elevación es decir, la causa principal que da origen a  los dolores y al síntoma inicial.]]> 2021-02-02 21:40:07 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1156139551 rschefer1 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1156139554 QUEJAS DE LOS CLIENTES POR MALOS NIVELES DE SERVICIO]]> 2021-02-02 21:40:07 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1156139554 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215538760 2021-02-18 15:02:42 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215538760 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215589431 XIMENA
JONATHAN
MELISSA
JOSE CARLOS
JUAN ANDRES]]> 2021-02-18 15:13:58 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215589431 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215616051 2021-02-18 15:19:38 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215616051 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215616089 2021-02-18 15:19:38 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215616089 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215616903 Servicio segmentado por producto en back-office]]> 2021-02-18 15:19:50 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215616903 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215616979 Estructura de la organización es aún por producto, no hay una estructura centrada en el cliente]]> 2021-02-18 15:19:51 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215616979 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215616998 2021-02-18 15:19:51 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215616998 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215617480 2021-02-18 15:19:56 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215617480 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215617935 Existe mucha burocracia en la organización]]> 2021-02-18 15:20:02 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215617935 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215618509 Estructura vertical]]> 2021-02-18 15:20:09 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215618509 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215618516 servicios de contraloría burocráticos]]> 2021-02-18 15:20:10 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215618516 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215618690 Estructura muy vertical]]> 2021-02-18 15:20:12 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215618690 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215618918 2021-02-18 15:20:15 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215618918 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215619533 2021-02-18 15:20:23 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215619533 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215619888 - Falta conocimiento del cliente en el autoservicio.]]> 2021-02-18 15:20:27 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215619888 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215620109 2021-02-18 15:20:30 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215620109 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215620599 2021-02-18 15:20:36 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215620599 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215621336 2021-02-18 15:20:46 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215621336 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215622007 2021-02-18 15:20:55 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215622007 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215622458 2021-02-18 15:20:59 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215622458 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215622743 2021-02-18 15:21:03 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215622743 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215623195 Se da mayor peso a los proyectos que generan más ventas que a los que mejoran procesos operativos]]> 2021-02-18 15:21:09 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215623195 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215623205 No hay un único sistema de información o CRM para gestión de clientes]]> 2021-02-18 15:21:09 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215623205 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215623727 2021-02-18 15:21:16 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215623727 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215625782 2021-02-18 15:21:39 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215625782 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215626202 2021-02-18 15:21:43 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215626202 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215626799 2021-02-18 15:21:49 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215626799 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215627369 2021-02-18 15:21:56 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215627369 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215627657 Gestiones/Solicitudes pasan por muchos procesos para dar una resolución]]> 2021-02-18 15:22:00 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215627657 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215628248 2021-02-18 15:22:08 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215628248 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215628296 2021-02-18 15:22:08 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215628296 rschefer1 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215654123 Estructura organizacional no se ha adaptado a estar realmente centrada en el cliente]]> 2021-02-18 15:27:31 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215654123 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215675060 Capacitación insuficiente]]> 2021-02-18 15:31:49 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215675060 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215680140 Falta de entendimiento necesidades del cliente]]> 2021-02-18 15:32:57 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215680140 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215684423 Las áreas de tecnología no tienen capacidad de dar servicio adecuado a todas las necesidades existentes]]> 2021-02-18 15:33:54 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215684423 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215685833 No se tienen definidos procesos para el manejo de problemas]]> 2021-02-18 15:34:10 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215685833 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215699819 La organización no se ha adaptado a la filosofía cliente céntrica]]> 2021-02-18 15:37:19 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1215699819 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241238489 2021-02-25 14:33:56 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241238489 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241240831 2021-02-25 14:34:21 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241240831 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241242697 Asignación de recursos de TI que trabajen directamente con las áreas para mejora de sistemas internos, modelo dinámico e incremental

]]> 2021-02-25 14:34:40 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241242697 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241244417 Capcitación acorde al negocio. y aplicaciones]]> 2021-02-25 14:34:57 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241244417 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241244817 Mix de metas de las áreas comerciales enfocadas al servicio]]> 2021-02-25 14:35:01 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241244817 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241245458 Acceso a información para todo el personal que lo necesite]]> 2021-02-25 14:35:07 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241245458 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241246834 2021-02-25 14:35:22 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241246834 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241247625 2021-02-25 14:35:30 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241247625 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241249038 Manuales de atención de problemas.]]> 2021-02-25 14:35:45 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241249038 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241250025 2021-02-25 14:35:55 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241250025 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241250515 2021-02-25 14:36:00 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241250515 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241250524 2021-02-25 14:36:00 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241250524 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241251646 2021-02-25 14:36:12 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241251646 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241253150 2021-02-25 14:36:27 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241253150 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241254866 2021-02-25 14:36:44 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241254866 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241255301 2021-02-25 14:36:49 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241255301 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241255975 2021-02-25 14:36:56 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241255975 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241256411 Segmentar a los clientes, llevar esa segmentación a la operativa y definir sus necesidades y tiempos de respuesta]]> 2021-02-25 14:37:00 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241256411 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241256924 2021-02-25 14:37:06 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241256924 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241256929 2021-02-25 14:37:06 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241256929 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241263414 Validar la capacidad operativa para atención de clientes]]> 2021-02-25 14:38:14 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241263414 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241265544 2021-02-25 14:38:34 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241265544 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241265716 Aumentar la cantidad de personas que realizan automatización y AI]]> 2021-02-25 14:38:35 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241265716 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241266478 Induccion de cuales son las prioridades para que todo el mundo entienda el modelo cliente centrico]]> 2021-02-25 14:38:43 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241266478 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241266689 Rediseñar los canales de servicio para cada tipo de cliente]]> 2021-02-25 14:38:45 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241266689 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241270475 2021-02-25 14:39:20 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241270475 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241272206 Medir los puntos de contacto y tiempos de respuesta]]> 2021-02-25 14:39:38 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241272206 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241274337 Identificar al cliente en cada punto de contacto de forma rápida para conocer su perfil]]> 2021-02-25 14:40:01 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241274337 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241282606 Una única plataforma 360 adonde se visualice rapidamente el cliente y sus necesidades, que esté a la mano de todos los colaboradores de servicio]]> 2021-02-25 14:41:18 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241282606 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241301252 Más recursos de TI asignados a diferentes colas de servicio (Comercial, Regulatorio, Operaciones/Automatización)]]> 2021-02-25 14:44:32 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241301252 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241321347 Tener un sistema unificado 360 a nivel interno para análisis, servicio y soporte]]> 2021-02-25 14:48:05 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241321347 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241323427 Diseñar canales personalizados para cada cliente según sus preferencias]]> 2021-02-25 14:48:25 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241323427 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241324671 Rediseño de procesos enfocado en la optimización y automatización priorizado por los puntos de dolor del cliente]]> 2021-02-25 14:48:36 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241324671 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241325666 Creación de plataforma para colaboradores donde se tenga toda la información sobre la organización]]> 2021-02-25 14:48:47 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241325666 jcmartinezbrenes https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241326597 Modelo de compensación viable y balanceado]]> 2021-02-25 14:48:57 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241326597 rschefer1 https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241535257 2021-02-25 15:25:16 UTC https://padlet.com/rschefer1/xx9ku8p3is04zpgt/wish/1241535257