Administración de Negocios (Mag.)

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Author: search.filters.author.Silva Puente Arnao, María Angélica

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    Consulting report – Inefficient management of the outsourced QA planning and testing between Telefónica and Indra
    (Pontificia Universidad Católica del Perú, 2020-11-27) Silva Puente Arnao, María Angélica; Vilchez Rodriguez, Karla Solansh; Sánchez Paredes, Sandro Alberto
    Telefónica is a telecom company that operates in 14 countries in South America and Europe, offering products and services such as wireless telephony, mobile phones, internet, cable TV, among others. Its main competitive advantages are the design and differentiation of its products, as well as the global brand recognition. One of the countries where this company operates is Peru, where Telefónica is leader in the sector and has contributed to the development of the country's telecommunications infrastructure. Telefónica del Perú has a Quality Assurance (QA) team to ensure that all Customer Relationship Management (CRM) activities function without errors after a product is launched, so as not to affect commercial operations. Part of the quality control process is outsourced by Indra, a provider of information technology consulting services who is responsible for planning and executing tests for Telefónica del Perú. Nevertheless, there is currently a problem that is reflected in hours of inoperability of the CRM system and working hours of this supplier. The problem identified is the inefficient management of the outsourced QA planning and testing between Telefónica and Indra. This problem has generated unnecessary costs for Telefónica del Perú of S/ 547 million in lost sales opportunities (from January 2019 to January 2020), and S/ 307 thousand in unused working hours of Indra (from January to June 2020). Therefore, five solutions have been proposed through a Cooperation Model to help Telefónica del Perú to improve its relationship with Indra, to meet its objectives, and to continuously improve in order to offer products and services with the highest quality standards, providing the best experience for customers. The expected results are to reduce 70% of the costs of lost sales opportunities and unnecessary payments made to Indra.