Actualización matriz de resolución de casos (solicitudes, quejas y reclamos)

Abstract

This project is developed in the company CEMEX under the need of the CPR area (APPLICATIONS, COMPLAINTS AND CLAIMS), since it was evidenced the need to make an update in the case matrix of each country with the proposal to diagnose by the customers failures and with that information provide a more efficient and faster response to internal and external customers. Once the lack of each region is raised, the implementation of the matrix update is continued, leaving requisition, management and response time parameters carried out by the Processes and Tools area, the appropriate aspects that affect the process of each point were validated with the administrations involved in this case, logistics, quality, commercial, management and the commercial administration part (Processes and Tools). After the update of the matrix in the system, the countries were monitored to confirm the proper functioning with internal and external clients and to verify the performance obtained with the implementation of this update of the database.