TY - GEN
T1 - Gestión del talento humano para mejorar la calidad del servicio en una empresa
AU - Daniel, García Juárez Hugo
AU - Nazario, Purihuaman Leonardo Celso
AU - Jose, Sandoval Reyes Carlos
AU - Caroll, Mendoza Zuta Jannie
AU - Henry, Córdova Córdova John
AU - Elizabeth, Gonzales Periche Sara
N1 - Publisher Copyright:
© 2024 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2024/1/1
Y1 - 2024/1/1
N2 - In the service company, deficiencies have been evident in recent months in the management of human talent since the customer service record can identify that there is a lack of empathetic contact with customers, resulting in a level of quality of imperfect service. This research aimed to implement human talent management to improve the quality of service in a company. Therefore, said implementation of human talent management was carried out under the 6-stage approach: Admission and selection of personnel, people application, people compensation, people development and training, people maintenance and people evaluation; Given this, customer retention was improved by 18.33%, in addition, delivery time improved by 45.51% and the complaint rate was reduced by 16.43%. Therefore, it is concluded that the quality of the company's service was significantly increased through the implementation of human talent management.
AB - In the service company, deficiencies have been evident in recent months in the management of human talent since the customer service record can identify that there is a lack of empathetic contact with customers, resulting in a level of quality of imperfect service. This research aimed to implement human talent management to improve the quality of service in a company. Therefore, said implementation of human talent management was carried out under the 6-stage approach: Admission and selection of personnel, people application, people compensation, people development and training, people maintenance and people evaluation; Given this, customer retention was improved by 18.33%, in addition, delivery time improved by 45.51% and the complaint rate was reduced by 16.43%. Therefore, it is concluded that the quality of the company's service was significantly increased through the implementation of human talent management.
KW - Clients
KW - Human talent
KW - Management
KW - Retention
KW - Service quality
UR - https://www.scopus.com/pages/publications/85217197850
U2 - 10.18687/LEIRD2024.1.1.497
DO - 10.18687/LEIRD2024.1.1.497
M3 - Contribución a la conferencia
AN - SCOPUS:85217197850
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 4th LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development
A2 - Larrondo Petrie, Maria M.
A2 - Texier, Jose
A2 - Matta, Rodolfo Andres Rivas
PB - Latin American and Caribbean Consortium of Engineering Institutions
T2 - 4th LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development, LEIRD 2024
Y2 - 2 December 2024 through 4 December 2024
ER -