DYNA JOURNAL ENGINEERING

Key words:

Re-ingeniería, Gestión del Conocimiento, Caso de estudio aeronáutico, innovación de producto, Requisitos del cliente, Satisfacción del cliente, Re-Engineering, Knowledge Management, Aeronautical case study, Product Innovation, consumer requirements, consumer satisfaction.

Article type:

ARTICULO DE INVESTIGACION / RESEARCH ARTICLE

Section:

VARIOUS

ABSTRACT
In this paper we analyze the actions carried out in Customer Care in order to improve the complaint’s management system in an aeronautical company. The principles of knowledge management are taken as foundation in order to clarify the existing knowledge. A management system is designed based on knowledge of previous cases. Prior to enhance the organization's capacity and the efficiency of the process, it’s necessary to conduct a thorough re- engineering of the current process. A diagrammed turn breakdown technique is used, brainstorming structure; the five questions, to generate the best alternatives. This big quantity of alternatives should be grouped in tasks using the affinity diagram or method Kawakita Jiro. This is achieved measurable improvements in service resolution and therefore an improvement; the five questions, to generate the best alternatives. This big quantity of alternatives should be grouped in tasks using the affinity diagram or method Kawakita Jiro. This is achieved measurable improvements in service resolution and therefore an improvement in the products features..
Key words: Re-Engineering, Knowledge Management, Aeronautical case study, Product Innovation, consumer requirements, consumer satisfaction.