Cobranzas efectivas y satisfacción del cliente como eje de mejora de la imagen institucional

Abstract

The purpose of this project is to maximize financial efficiency and customer experience resulting from a collection cycle through the implementation of an adaptive modular manual. This project was developed in response to the crisis in the institutional image of the XYZ educational unit, with the objectives of diagnosing bottlenecks in the collection process through a PESTEL analysis and modeling a new process flow that allows for the assurance and control of payment records. To create the manual, we implemented the Design Thinking methodology, starting with a stakeholder map and a SWOT analysis to identify weaknesses and areas for improvement. We conducted in-depth interviews and surveys to understand and synthesize the different points of view of the stakeholders. Finally, a technical visit was carried out, which allowed us to better understand the collection cycle. The result was the design of MAPCOB INTEGRA, which allowed us to establish the baseline for a collection cycle that can be adapted to any line of business. The manual optimizes processes and trains staff, facilitating management to achieve customer loyalty. Keywords: Revenue Management, Financial Efficiency, Loyalty, Process Optimization, and Institutional Image