{"id":3422,"date":"2026-03-24T10:21:10","date_gmt":"2026-03-24T09:21:10","guid":{"rendered":"https:\/\/instalin.es\/?p=3422"},"modified":"2026-03-25T13:54:48","modified_gmt":"2026-03-25T12:54:48","slug":"it-call-center-optimization-itil-6sigma-agile","status":"publish","type":"post","link":"https:\/\/instalin.es\/en\/it-call-center-optimization-itil-6sigma-agile\/","title":{"rendered":"IT Call Center Optimization: ITIL + 6SIGMA + AG\u00cdLE"},"content":{"rendered":"

Optimizaci\u00f3n de Operaciones en servicios: Help Desk \/ Tecnical Centers<\/h2>\n

<\/span>Metodolog\u00eda & KPIs<\/strong><\/h2>\n

 <\/p>\n

    \n
  • Como cambiar la organizaci\u00f3n?<\/li>\n
  • Como medir el \u00e9xito del cambio?<\/li>\n<\/ul>\n

    \"\"

    <\/span>DMAIC + ITIL<\/h2>\n

    \"\"

    Nuevos KPIS de Eficiencia & Calidad<\/h2>\n

     <\/p>\n

    \"\"

    Definici\u00f3n del Punto de Partida<\/strong><\/h2>\n

     <\/p>\n

    \"\"

      \n
    • \u00bfDonde estamos?<\/li>\n
    • An\u00e1lisis puntos fuertes & d\u00e9biles<\/li>\n<\/ul>\n

      <\/span>\u00bfCu\u00e1ndo y Que nos piden nuestros clientes?<\/h2>\n

       <\/p>\n

      \"\"

      Zoom sobre lo que realmente importa<\/h2>\n

      \"\"

      Redise\u00f1o de procesos<\/strong>\u00a0Claves<\/strong><\/h2>\n

       <\/p>\n

      \"\"

        \n
      • Cambiar lo relevante<\/li>\n
      • Crear procesos robustos & visuales<\/li>\n<\/ul>\n

        <\/span>Nuevo Proceso de gesti\u00f3n de incidencias est\u00e1ndares<\/h2>\n

         <\/p>\n

        \"\"

        Nuevo Proceso de gesti\u00f3n de incidencias complejas<\/h2>\n

         <\/p>\n

        \"\"

        <\/h2>\n

        Dise\u00f1o Arborescencia de solicitud<\/strong><\/h2>\n

        <\/span>\u201cControlar con sentido & exactitud\u201d<\/strong><\/h3>\n

        <\/span>Dise\u00f1o de Categor\u00eda de Incidencias<\/h2>\n

         <\/p>\n

        \"\"

        Definici\u00f3n SLA<\/strong>\u00a0Service Level Agreement<\/strong><\/h2>\n

         <\/p>\n

        \"\"

          \n
        • Cada problema su criticidad<\/li>\n
        • Cada criticidad su respuesta adecuada<\/li>\n<\/ul>\n

          <\/span>SLAs & Nueva Matriz Impacto X Urgencia<\/h2>\n

           <\/p>\n

          \"\"

          Zoom Par\u00e1metros Impacto & urgencia<\/h2>\n

          \"\"

          Herramienta de Control de la Eficiencia<\/strong>\u00a0\u201cModulo Cronometro\u201d<\/strong><\/h2>\n

          \"\"

            \n
          • \u201cQue no se nos pueda escapar nada\u2026\u201d<\/li>\n<\/ul>\n

            <\/span>Presentaci\u00f3n de la herramienta<\/h2>\n

             <\/p>\n

            \"\"

            Sistema de Alarmas anti-rotura de SLA<\/h2>\n

            \"\"

            Reporting Smart Data<\/h2>\n

             <\/p>\n

            \"\"

              \n
            • \u201cLo que se mide sencillamente se mejora f\u00e1cilmente\u201d<\/li>\n<\/ul>\n

              <\/span>Herramienta \u00c1gil de Reporting<\/h2>\n
                \n
              • Extracci\u00f3n de los datos v\u00eda consulta SQL (Selecci\u00f3n incidencias + mas calculo tiempos \u201cOn Hold\u201d)<\/li>\n
              • Tratamiento de los datos v\u00eda VB<\/li>\n<\/ul>\n

                \"\"

                Control de la eficiencia de A hasta Z<\/h2>\n

                 <\/p>\n

                \"\"

                <\/h2>\n

                Palancas de Mejora:<\/strong><\/p>\n

                <\/span>Recopilaci\u00f3n de Ideas de mejora y Ejecuci\u00f3n<\/strong><\/h2>\n

                \"\"

                  \n
                • \u201cLa clave no es hacer recomendaciones si no hacer que las cosas ocurren\u201d<\/li>\n<\/ul>\n

                  <\/span>Resto de palancas de mejora implantadas sobre El nuevo sistema creado<\/h2>\n

                   <\/p>\n

                  \"\"

                  Resultados<\/strong><\/h2>\n

                   <\/p>\n

                  \"\"

                   <\/p>\n

                  Un excelente consultor tiene 2 cosas que el buen consultor no tiene:<\/p>\n

                    \n
                  • Un Amplio \u201cTrack Record\u201d<\/li>\n
                  • Un Amplio libro de recomendaciones de clientes<\/li>\n<\/ul>\n

                    <\/span>Eficiencia, Calidad & Coste<\/h2>\n

                    \"\"

                      \n
                    1. La cantidad de incidencias baja<\/li>\n
                    2. La calidad de servicio sube<\/li>\n
                    3. El cliente est\u00e1 contento<\/li>\n<\/ol>\n

                      \"\"

                      Optimizaci\u00f3n de Operaciones en servicios: Help Desk \/ Tecnical Centers Metodolog\u00eda & KPIs   Como cambiar la organizaci\u00f3n? Como medir el \u00e9xito del cambio? DMAIC + ITIL Nuevos KPIS de Eficiencia & Calidad   Definici\u00f3n del Punto de Partida   \u00bfDonde estamos? An\u00e1lisis puntos fuertes & d\u00e9biles \u00bfCu\u00e1ndo y Que nos piden nuestros clientes?   […]<\/p>\n","protected":false},"author":1,"featured_media":3427,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_joinchat":[],"footnotes":""},"categories":[29,76],"tags":[50,55,54,56],"class_list":["post-3422","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-casos-de-exito","category-servicio","tag-call-center","tag-help-desk","tag-optimizacion-de-operaciones","tag-tecnical-centers"],"yoast_head":"\nIT Call Center Optimization: ITIL + 6SIGMA + AG\u00cdLE - INSTALIN_Results delivered<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/instalin.es\/en\/it-call-center-optimization-itil-6sigma-agile\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"IT Call Center Optimization: ITIL + 6SIGMA + AG\u00cdLE - INSTALIN_Results delivered\" \/>\n<meta property=\"og:description\" content=\"Optimizaci\u00f3n de Operaciones en servicios: Help Desk \/ Tecnical Centers Metodolog\u00eda & KPIs   Como cambiar la organizaci\u00f3n? Como medir el \u00e9xito del cambio? DMAIC + ITIL Nuevos KPIS de Eficiencia & Calidad   Definici\u00f3n del Punto de Partida   \u00bfDonde estamos? 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