Rearrangement of Barcelona serveis municipals customer services

Abstract

This document presents the report for the Final Degree Thesis. The subject of the project is the Rearrangement of the Customer Services of the public company Barcelona Serveis Municipals (B:SM). The project is classified in the Management area and it details the definition and adaptation process of a new model in the customer services of B:SM. The origin of the project stands on the opening of the new Calàbria facilities. The purpose of the project is to identify the problems in the current system and redefine consistently the relationship between the three main axes: processes, people and tools. Taking into account the location and layout of the new facilities of the company, analyse and define the needs of human resources and tools based on the current records. The procedure followed to perform the project comprises an initial stage, where the problems of the model are identified thanks to common experiences from the different business units. The second stage responds to the devising of a new model with updated requirements based on the new situation, as well as an analysis of the involved positions. As a consequence, a new model is designed and is implemented. The aim of the project is to obtain an innovative and efficient solution that, besides optimizing the resources of the company, places the customer as the main focus of the system and is adapted to the needs. To sum up, the current status of the company, places the opening of the new offices at Calàbria street as the base point for the new department of Customer Services of B:SM. In this document are described the processes, human resources and tools models which will define the Customer Services of B:SM. Regarding processes, it must be noted that both the front-office attention and back-office attention (phone and written requests) processes have been defined, as well as other important ones needed to guarantee the proper operation and management of the offices; for example: the inclusion of new service process, the continuous improvement philosofy and the event handling process. The definition of these processes is the starting point for the selection and training of personnel. The tools for the model can be classified in two categories. On the one hand, all tools currently used for managing the businesses are moved and, on the other hand, new tools are added to make the new office more dynamic and appropriate for the technological level of the users.