This work focused on proposing a plan for improvement and control of the customer service process in a customer service center, based on a waiting line analysis where it describes all the elements that interact in the system and a statistical analysis of processes to define the state in which it operates. Subsequently, the simulation of processes is applied to represent the system studied, and with it, to be able to evaluate different strategies for improvement and increase in productivity. The following strategies were evaluated: correction of the instability of customer service processes, establishment of new specification limits according to the promise of value to be fulfilled to customers, human resource management, administrative technical support. Finally, with the results obtained from the simulation of the system, the improvement and productivity increase plan is planned according to the DMAMC (Define, Measure, Analyze, Improve, Control, or DMAIC) continuous improvement cycle established in six sigma

The undocumented processes, the lack of a record with specifications of machinery, procedures, operational use; causes the maintenance to be developed in an empirical way. The objective of this research is to develop an asset management model using ISO 55000 standards, focused on improving the production processes of balsa blocks in the company Tecnoblock S.A. The analytical, deductive and inductive methods were used to diagnose the production process. As a result, the maturity level analysis was obtained, which consists of; diagnosis of the current situation of the production system, SWOT analysis, verification of compliance with the parameters of the standard, requirements in the context of planning, operation, evaluation, performance and improvement. It was concluded that the development of an asset management model applying ISO 55000 standards, it is necessary to specify in detail each of the requirements described by the standard.