Browsing by Subject "Serveis d'atenció al client"
Now showing items 1-20 of 27
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A framework for designing new products and services
(2009)
Article
Restricted access - publisher's policyCustomer satisfaction is an important objective in all areas of business and services. A key issue in today's design activities is to achieve customer satisfaction in an economical way by finding the attributes that are ... -
A review of the customer lifetime value as a customer profitability measure in the context of customer relationship management
(Intangible Capital, 2011-11)
Article
Open AccessPurpose: A number of customer metrics allow estimating customer profitability with methods such as the Customer Lifetime Value (CLV). However, investments in customer relationships carry the potential risk to destroy value ... -
Aplicación del sistema comunicativo "ICING" para la gestión del mantenimiento del alumbrado urbano
(Universitat Politècnica de Catalunya, 2010-09)
Master thesis (pre-Bologna period)
Open AccessEste proyecto pretende mejorar la gestión actual del mantenimiento del alumbrado público en el municipio de estudio haciendo uso de una de las tecnologías emergentes con más potencial: el código QR (a través del teléfono ... -
Automatització en activitats d’atenció al client i comercials en un centre de trucades
(Universitat Politècnica de Catalunya, 2010-12)
Master thesis (pre-Bologna period)
Restricted access - author's decisionLa memòria del projecte final de carrera està basat en un projecte laboral de l’àmbit en la consultoria empresarial. Europraxis Consulting va vendre aquest projecte a una empresa multinacional del sector utilities i que ... -
Business model evolution of customer care services
(OmniaScience, 2019-04)
Article
Open AccessPurpose: Servitization is a rising trend as companies look for new revenue streams. This paper presents a study of customer care business model evolution in the smartphone industry. The paper identifies key changes in the ... -
Creació de l’Oficina d’Atenció al Ciutadà (OAC)
(Universitat Politècnica de Catalunya, 2010-11)
Master thesis (pre-Bologna period)
Restricted access - author's decisionLa millora del servei a la ciutadania ha requerit de les Administracions Públiques en general, i en particular de les Administracions Locals, un compromís per identificar, atendre i satisfer les necessitats dels ciutadans ... -
Creation of a framework to automate the Customer Service around DEXCell Energy Manager Software
(Universitat Politècnica de Catalunya, 2020-11-20)
Master thesis
Restricted access - author's decisionThis report includes the work carried out during the internship in the Company DEXMA, a software company in the business of energy efficiency. The report will include the explanation of the tasks carried out, mainly around ... -
Design and execution of an internal audit process
(Universitat Politècnica de Catalunya, 2017-09-13)
Bachelor thesis
Restricted access - confidentiality agreement -
Disseny i desenvolupament d’una maqueta per a la gestió documental web amb WordPress
(Universitat Politècnica de Catalunya, 2016-06-23)
Bachelor thesis
Open AccessEl present projecte de fi de grau consisteix en el disseny i desenvolupament de la maqueta d’una pàgina web per a l’empresa Organització, Qualitat i Projectes, S.L., la qual es desenvolupa amb el gestor de continguts ... -
Estudio de un centro de atención de urgencias para una empresa multinacional del sector energético
(Universitat Politècnica de Catalunya, 2018-06-17)
Master thesis
Restricted access - confidentiality agreement -
Estudio de un proceso para innovar y satisfacer la experiencia postventa del cliente.
(Universitat Politècnica de Catalunya, 2018-09-10)
Bachelor thesis
Open Access
Covenantee: Hewlett Packard EspañolaActualmente, cada vez más empresas están optando por evolucionar hacia un modelo de servicio al cliente llamado Omni Channel 1 . Este ofrece una experiencia al usuario personalizada y homogénea, a través de todos los canales ... -
Estudio sobre los servicios de asistencia técnica
(Universitat Politècnica de Catalunya, 2021-11-01)
Bachelor thesis
Restricted access - author's decisionEn este trabajo se expone en qué consisten los servicios de asistencia técnica (SAT) y cómo deben tratarse. Tiene como objetivo dar una visión general de estos servicios, ver posibles áreas de mejora y poner ejemplos ... -
Fatores de incentivo à servitização através da integração do serviço ao cliente no processo de desenvolvimento de produtos
(Universitat Politècnica de Catalunya / Universidade Federal do Rio Grande do Sul, 2014)
Bachelor thesis
Open Access
Covenantee: Universidade Federal do Rio Grande do SulO Desenvolvimento de Produto (DP) ganhou o posto de processo contínuo dentro das organizações em função do baixo ciclo de vida dos produtos no mercado. Este processo é realizado por times multidisciplinares, mas a área de ... -
How to measure customer value and its relationship with shareholder value in a business-to-business market
(Intangible Capital, 2010-04)
Article
Open AccessIntangible assets are difficult to measure, but nowadays the value of the shares of firms in the stock exchange market contains a high percentage of intangible capital and customers are one of the main intangible assets ... -
Implementation of ALM Application Lifecycle Management
(Universitat Politècnica de Catalunya, 2019-04)
Master thesis
Restricted access - confidentiality agreement -
Improvement of airport processes with the implementation of IT
(Universitat Politècnica de Catalunya, 2022-07-12)
Bachelor thesis
Restricted access - author's decision
Covenantee: Airport GurusThis project examines the current platforms that facilitate airport operations, focusing on the apps of Aena and Vueling. After analysing these platforms, we study the processes that take place in airports and how each ... -
Integrating Kano Model and Quality Function Deployment for designing service in hospital front office
(OmniaScience, 2017-12)
Article
Open AccessPurpose: The aims of this study are twofold: first, it attempts to investigate service attributes in a hospital front office; and second, to identify strategies to improve those service attributes. Design/methodology: ... -
Intranet per a un servei tècnic
(Universitat Politècnica de Catalunya, 2008-01-29)
Master thesis (pre-Bologna period)
Open Access -
La gestión de pequeños clientes. Un enfoque de analisis, formulación de estrategias e implementación de estrategias para la gestión de pequeños clientes.
(Universitat Politècnica de Catalunya, 2000-12-21)
Doctoral thesis
Open AccessIntroducción<br/>El presente estudio muestra que los pequeños clientes (PC) representan riesgos y oportunidades particulares para sus proveedores. Por lo tanto, decisiones estratégicas conscientes son necesarias para ... -
Logistic contribution from the vision of the technical services in the hotel industry
(OmniaScience, 2019-09)
Article
Open AccessPurpose: The aim of this paper is based on the theoretical and empirical analysis, with the application of multivariate statistics, for the identification of the essential variables that intervene in the technical services ...
