Project Description
Change Management
Project: Mercantil Servicios Financieros
Objective:
Driving management strategies that facilitated the assimilation of the progressive growth of operations and the assimilation of new technology. The project carried out led us to work on the elements that affected the levels of productivity of the people, as well as the sources of organizational conflict present in the Call Center of this financial services company, with a capacity of 200 jobs enabled to provide uninterrupted service of incoming and / or outgoing calls.
Main results:
Reduction of the levels of organizational conflict by optimizing the working conditions of its employees and the formalization of processes such as: Induction to the job, training, measurement and compensation for results. The project lasted one calendar year, in its initial phase and two more years in the stages of implementation of quality assurance processes
Objective Fulfilled:
Our client obtained a national quality certification ISO9001-2000 issued by the most qualified certifying body in the country. This certification has been renewed every year up to the present, mainly due to the quality of its processes, present continuous improvement systems and permanent quality audits.
