OVERALL OBJECTIVE

Carry out a design of an

improvement plan for the
delinquency management process
in the collection area of ​a
telecommunications company,
through the use of the lean six
sigma tool, in order to improve
delinquency management.
 SPECIFIC OBJECTIVES
• Carry out a descriptive diagnosis of the company, in order
to determine its current situation.
• Carry out a process survey to determine the critical points.
• Raise the different solutions of the collection process in
order to improve the problems detected.
• Define management indicators in order to control the
different improvements proposed.
• Carry out an economic evaluation through costs and
benefits in order to determine the profitability of the
proposed proposal.
• Design a start-up plan to determine the stages and
deadlines for its subsequent implementation.
 CURRENT DIAGNOSIS AND ANALYSIS
The company has become a leading
telecommunications company, its
products are mainly:
• TV
• Mobile
• Internet
• Telephony
 CURRENT DIAGNOSIS AND ANALYSIS
PAYMENT MANAGEMENT
Within the collection area there are different
types of management, where this study will
focus, is the reactive collection that begins on
average on the 10th day after the expiration of
the client's bill, this stage is called early
delinquency, delinquent clients are assigned
as portfolio to external companies of call of
collections.
 PROBLEM STATEMENT
Claro is one of the largest
telecommunications companies in
the world, which provides
communication services in homes,
mobile phones and broadband. In
the first quarter of 2018, it is
detected that 26.3% of the
delinquent portfolio indicates some
reason for non-payment directly
impacting an increase in
delinquency, therefore,
 LEAN SIX SIGMA METHODOLOGY
Genchi gembutsu: it is a term of
Japanese origin that means "to go to
the source" go to the real place of work
talk to the real people do the real work
problems detected:
unawareness of management tree
(types of response). Specialists long
wait platform specialists do not receive
clients with deregistered lines
 PARETO CHART
The most frequent defects and
by the pareto principle are the
first 6 types, however they will
be addressed:
• untrained low
• does not recognize lines
• Frauds
 IMPROVEMENT PLAN
Applying lean six will achieve:
• Reduce internal process times
• Eliminate waiting times in reprocessing
• Improve the perception of quality by
customers
1) the resolution of delinquent customer
service will be improved in all service
channels, generating a transfer model to
specialist platforms denominated N2
THANK YOU