The degree work is based on the business practice carried out in the Customer Service area of ​​Almaviva SA, a detailed study is made of the process of registering complaints and claims, which presents opportunities for improvement and ratifies operations that do not add value to the process to eliminate them, include or modify and in this way design an improvement to the model, which consists of a form, which the clients must fill out and enter the nonconformity by this means. The theories of industrial and market engineering are detailed in the development of the analysis and the improvement proposal thereof.