Human Talent Management to Improve Service Quality in a Company

Daniel G.J.H.; Nazario P.L.C.; Jose S.R.C.; Caroll M.Z.J.; Henry C.C.J.; Elizabeth G.P.S. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2024) · DOI: 10.18687/leird2024.1.1.497

Resumen

In the service company, deficiencies have been evident in recent months in the management of human talent since the customer service record can identify that there is a lack of empathetic contact with customers, resulting in a level of quality of imperfect service. This research aimed to implement human talent management to improve the quality of service in a company. Therefore, said implementation of human talent management was carried out under the 6-stage approach: Admission and selection of personnel, people application, people compensation, people development and training, people maintenance and people evaluation; Given this, customer retention was improved by 18.33%, in addition, delivery time improved by 45.51% and the complaint rate was reduced by 16.43%. Therefore, it is concluded that the quality of the company's service was significantly increased through the implementation of human talent management.

Instituciones: Universidad César Vallejo