{"id":3545,"date":"2022-01-27T08:01:00","date_gmt":"2022-01-27T08:01:00","guid":{"rendered":"https:\/\/23web26.esedigital-dev.ovh\/?p=3545"},"modified":"2025-06-26T14:02:44","modified_gmt":"2025-06-26T14:02:44","slug":"caso-exito-consum-improven-calidad-de-servicio","status":"publish","type":"post","link":"https:\/\/improven.com\/cat\/cultura-y-talento\/cas-exit-consum-improven\/","title":{"rendered":"Estudi de Qualitat de servei intern i implementaci\u00f3 de millores \u2013 Consum"},"content":{"rendered":"<p class=\"wp-block-paragraph\"><strong>Complim 20 anys en Improven,<\/strong> i per aix\u00f2 volem celebrar-ho compartint la nostra experi\u00e8ncia de nostra <a href=\"https:\/\/improven.com\/cat\/estrategia\/\">consultoria estrat\u00e8gica<\/a>, amb alguns de <strong>els nostres casos d'\u00e8xit obtinguts en empreses de diversos sectors.<\/strong> El primer cas d'\u00e8xit, \u00e9s el de la <a href=\"https:\/\/www.consum.es\/historia\" rel=\"nofollow\">Cooperativa Consum,<\/a> per al qual elaborem un estudi de qualitat de servei intern i implementaci\u00f3 de millores.<\/p>\n\n\n\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-text-align-center has-text-color has-background has-link-color wp-elements-1 wp-block-paragraph\" style=\"color:#0f4c81;background-color:#e0f2fb\"><strong>QU\u00c8 ACONSEGUIM?<\/strong><\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center has-text-color has-link-color wp-elements-2 wp-block-paragraph\" style=\"color:#0f4c81\"><strong>Identificar bretxes en el servei<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center has-text-color has-link-color wp-elements-3 wp-block-paragraph\" style=\"color:#0f4c81\"><strong>Ordenar prioritats segons expectatives<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center has-text-color has-link-color wp-elements-4 wp-block-paragraph\" style=\"color:#0f4c81\"><strong>Enfocar millores en el cr\u00edtic<\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Descobreix el pas a pas darrere d'aquests assoliments.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Objectiu<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Obtenir una <strong>valoraci\u00f3 del servei que est\u00e0 prestant un determinat departament a la resta de l'empresa.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Con\u00e8ixer el gap entre les expectatives i necessitats dels clients interns<\/strong> i la resposta que estan rebent actualment permetr\u00e0 <strong>identificar \u00e0rees de millora i dissenyar plans d'acci\u00f3.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Metodologia<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Una primera fase qualitativa,<\/strong> a trav\u00e9s de <strong>reunions amb la direcci\u00f3 i entrevistes en profunditat amb els clients<\/strong> interns per a identificar expectatives i construir el q\u00fcestionari.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Una segunda fase quantitativa<\/strong> que ens permeti constatar la fase qualitativa pr\u00e8via i quantificar les hip\u00f2tesis de partida.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Resultat<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Es van identificar i van prioritzar aquells aspectes del servei que el client intern percebia que no estava rebent una resposta satisfact\u00f2ria, concorde a les seves expectatives.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Es van treballar aquestes \u00e0rees de millora en Tallers amb personal del departament en q\u00fcesti\u00f3 i es van dissenyar plans d'acci\u00f3 per a implementar les millores.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Idees per a tu<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Posar en marxa un proc\u00e9s de millora de la qualitat de servei intern d'un departament i treballar en la implementaci\u00f3 de les millores.<\/li>\n\n\n\n<li>Tornar a mesurar per a analitzar si la percepci\u00f3 ha millorat. Anar estenent-ho a la resta de departaments de l'organitzaci\u00f3.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>","protected":false},"excerpt":{"rendered":"<p>Cumplimos 20 a\u00f1os en Improven, y por eso queremos celebrarlo compartiendo nuestra experiencia de nuestra consultor\u00eda estrat\u00e9gica, con algunos de nuestros casos de \u00e9xito obtenidos en empresas de diversos sectores. El primer caso de \u00e9xito, es el de la Cooperativa Consum, para el cual elaboramos un estudio de calidad de servicio interno e implementaci\u00f3n de [&hellip;]<\/p>","protected":false},"author":17,"featured_media":11985,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[14,131,33,23],"tags":[],"class_list":["post-3545","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-alimentacion","category-articulo","category-cultura-y-talento","category-retail"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Caso de \u00e9xito: Cooperativa Consum, calidad de servicio | Improven<\/title>\n<meta name=\"description\" content=\"Caso de \u00e9xito de la cooperativa Consum. Te contamos el estudio de calidad de servicio, y c\u00f3mo implementamos mejoras.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/improven.com\/cat\/cultura-y-talento\/cas-exit-consum-improven\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Caso de \u00e9xito: Cooperativa Consum, calidad de servicio | Improven\" \/>\n<meta property=\"og:description\" content=\"Caso de \u00e9xito de la cooperativa Consum. Te contamos el estudio de calidad de servicio, y c\u00f3mo implementamos mejoras.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/improven.com\/cat\/cultura-y-talento\/cas-exit-consum-improven\/\" \/>\n<meta property=\"og:site_name\" content=\"Improven\" \/>\n<meta property=\"article:published_time\" content=\"2022-01-27T08:01:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-26T14:02:44+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/improven.com\/wp-content\/uploads\/2022\/01\/PB-imagen-destacada-improven-9.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"522\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Improven\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrit per\" \/>\n\t<meta name=\"twitter:data1\" content=\"Improven\" \/>\n\t<meta name=\"twitter:label2\" content=\"Temps estimat de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minuts\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/improven.com\/cat\/cultura-y-talento\/cas-exit-consum-improven\/\",\"url\":\"https:\/\/improven.com\/cat\/cultura-y-talento\/cas-exit-consum-improven\/\",\"name\":\"Caso de \u00e9xito: Cooperativa Consum, calidad de servicio | Improven\",\"isPartOf\":{\"@id\":\"https:\/\/improven.com\/cat\/#website\"},\"datePublished\":\"2022-01-27T08:01:00+00:00\",\"dateModified\":\"2025-06-26T14:02:44+00:00\",\"author\":{\"@id\":\"https:\/\/improven.com\/cat\/#\/schema\/person\/c29931e7caaee0ccbfbc357c6f45f751\"},\"description\":\"Caso de \u00e9xito de la cooperativa Consum. Te contamos el estudio de calidad de servicio, y c\u00f3mo implementamos mejoras.\",\"inLanguage\":\"ca\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/improven.com\/cat\/cultura-y-talento\/cas-exit-consum-improven\/\"]}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/improven.com\/cat\/#website\",\"url\":\"https:\/\/improven.com\/cat\/\",\"name\":\"Improven\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/improven.com\/cat\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"ca\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/improven.com\/cat\/#\/schema\/person\/c29931e7caaee0ccbfbc357c6f45f751\",\"name\":\"Improven\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"ca\",\"@id\":\"https:\/\/improven.com\/cat\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/aa181b67f681c09d567cd04bf5b7b036fa751a60232a1bcf1ffbcf27df560489?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/aa181b67f681c09d567cd04bf5b7b036fa751a60232a1bcf1ffbcf27df560489?s=96&d=mm&r=g\",\"caption\":\"Improven\"},\"url\":\"https:\/\/improven.com\/cat\/author\/improven\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Caso de \u00e9xito: Cooperativa Consum, calidad de servicio | Improven","description":"Caso de \u00e9xito de la cooperativa Consum. Te contamos el estudio de calidad de servicio, y c\u00f3mo implementamos mejoras.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/improven.com\/cat\/cultura-y-talento\/cas-exit-consum-improven\/","og_locale":"ca_ES","og_type":"article","og_title":"Caso de \u00e9xito: Cooperativa Consum, calidad de servicio | Improven","og_description":"Caso de \u00e9xito de la cooperativa Consum. Te contamos el estudio de calidad de servicio, y c\u00f3mo implementamos mejoras.","og_url":"https:\/\/improven.com\/cat\/cultura-y-talento\/cas-exit-consum-improven\/","og_site_name":"Improven","article_published_time":"2022-01-27T08:01:00+00:00","article_modified_time":"2025-06-26T14:02:44+00:00","og_image":[{"width":1200,"height":522,"url":"https:\/\/improven.com\/wp-content\/uploads\/2022\/01\/PB-imagen-destacada-improven-9.png","type":"image\/png"}],"author":"Improven","twitter_card":"summary_large_image","twitter_misc":{"Escrit per":"Improven","Temps estimat de lectura":"2 minuts"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/improven.com\/cat\/cultura-y-talento\/cas-exit-consum-improven\/","url":"https:\/\/improven.com\/cat\/cultura-y-talento\/cas-exit-consum-improven\/","name":"Caso de \u00e9xito: Cooperativa Consum, calidad de servicio | Improven","isPartOf":{"@id":"https:\/\/improven.com\/cat\/#website"},"datePublished":"2022-01-27T08:01:00+00:00","dateModified":"2025-06-26T14:02:44+00:00","author":{"@id":"https:\/\/improven.com\/cat\/#\/schema\/person\/c29931e7caaee0ccbfbc357c6f45f751"},"description":"Caso de \u00e9xito de la cooperativa Consum. Te contamos el estudio de calidad de servicio, y c\u00f3mo implementamos mejoras.","inLanguage":"ca","potentialAction":[{"@type":"ReadAction","target":["https:\/\/improven.com\/cat\/cultura-y-talento\/cas-exit-consum-improven\/"]}]},{"@type":"WebSite","@id":"https:\/\/improven.com\/cat\/#website","url":"https:\/\/improven.com\/cat\/","name":"Improven","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/improven.com\/cat\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"ca"},{"@type":"Person","@id":"https:\/\/improven.com\/cat\/#\/schema\/person\/c29931e7caaee0ccbfbc357c6f45f751","name":"Improven","image":{"@type":"ImageObject","inLanguage":"ca","@id":"https:\/\/improven.com\/cat\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/aa181b67f681c09d567cd04bf5b7b036fa751a60232a1bcf1ffbcf27df560489?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/aa181b67f681c09d567cd04bf5b7b036fa751a60232a1bcf1ffbcf27df560489?s=96&d=mm&r=g","caption":"Improven"},"url":"https:\/\/improven.com\/cat\/author\/improven\/"}]}},"_links":{"self":[{"href":"https:\/\/improven.com\/cat\/wp-json\/wp\/v2\/posts\/3545","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/improven.com\/cat\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/improven.com\/cat\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/improven.com\/cat\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/improven.com\/cat\/wp-json\/wp\/v2\/comments?post=3545"}],"version-history":[{"count":0,"href":"https:\/\/improven.com\/cat\/wp-json\/wp\/v2\/posts\/3545\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/improven.com\/cat\/wp-json\/wp\/v2\/media\/11985"}],"wp:attachment":[{"href":"https:\/\/improven.com\/cat\/wp-json\/wp\/v2\/media?parent=3545"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/improven.com\/cat\/wp-json\/wp\/v2\/categories?post=3545"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/improven.com\/cat\/wp-json\/wp\/v2\/tags?post=3545"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}