Service Model Based on Lean Service and Agile Methodology to Increase the NPS Index in a Company in the Security Sector

Moscoso-Zuñe C.; Zuloaga-Luna V.; Collao-Diaz M.; Del Solar-Vergara E. · Communications in Computer and Information Science (2024) · DOI: 10.1007/978-3-031-56373-7_14

Resumen

The contractual relationship of a security company is dependent on the subjectivity of the owner of the service and variable to the daily incidents of the service. The NPS helps companies in this sector to quantify the ailments of the service and captures them as points of improvement. In this line, the security company has in the first place the management of its invoices (35%) and in the following line the management and operational support (32%). Impacting the company with losses of close to one million dollars. To alleviate this ailment, agile methodologies and lean service were applied, managing to reduce customer perception of invoice management by 57%, and a 30% reduction in operational perception. Impacting three hundred thousand dollars. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2024.

Instituciones: Universidad de Lima