Creación de guía del control interno de la Empresa Siccontactcenter, Guayaquil 2016
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2016
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El presente trabajo se ha realizado con el objetivo de analizar el desarrollo empresarial de un Call Center y su control interno ubicado en la ciudad de Guayaquil. Para lo cual se llevó a cabo un diagnóstico de la situación actual de la empresa, por medio de un trabajo de campo, estableciendo cada una de las falencias existentes por área o departamento. Es así, que al realizar el diagnóstico nace la necesidad de la creación de una guía de control interno que sea implementada en cada una de las áreas de la empresa, para poder superar todos los problemas encontrados y lograr entonces la excelencia en el servicio que se oferta. A su vez se destaca, que en esta tesis está establecido el problema del ente objeto de estudio, lo cual permite el desarrollo de la investigación. Por otro lado, se describe un marco conceptual con los tópicos más relevantes de este documento; sin dejar de lado las herramientas necesarias para la recopilación de información, lo cual se puede evidenciar en la metodología de investigación respectiva. Además se desarrolla un marco referencial con tesis que aportan con ideas orientadas al mismo tema planteado en este documento. Así mismo está el marco teórico con las teorías que fundamentan y sustentan el trabajo de investigación. Para finalizar es preciso destacar que la propuesta planteada es totalmente viable y aceptada por la empresa de comunicación y todos quienes la conforman, ya que beneficia directamente a la parte interna de esta organización
This work was carried out with the aim of analyzing the business development of a call center and its internal control located in the city of Guayaquil. For which it carried out a diagnosis of the current situation of the company, through fieldwork, setting each of the existing shortcomings by area or department. It is thus that the diagnosis comes the need for the creation of a guide internal control is implemented in each of the areas of the company, to overcome all the problems encountered and then achieve excellence in service that offer. In turn it stands out, which is established in this thesis the problem of being under study, allowing the development of research. On the other hand, a conceptual framework with the most relevant topics described in this document; without neglecting the necessary tools for gathering information, which can be evidenced in the respective research methodology. In addition a framework is developed thesis that provide ideas aimed at the same issue raised in this document. It also is the theoretical framework underlying theories and support the research. Finally it must emphasize that the proposal put forward is entirely feasible and accepted by the communication company and all those who shape because it directly benefits the internal part of this organization
This work was carried out with the aim of analyzing the business development of a call center and its internal control located in the city of Guayaquil. For which it carried out a diagnosis of the current situation of the company, through fieldwork, setting each of the existing shortcomings by area or department. It is thus that the diagnosis comes the need for the creation of a guide internal control is implemented in each of the areas of the company, to overcome all the problems encountered and then achieve excellence in service that offer. In turn it stands out, which is established in this thesis the problem of being under study, allowing the development of research. On the other hand, a conceptual framework with the most relevant topics described in this document; without neglecting the necessary tools for gathering information, which can be evidenced in the respective research methodology. In addition a framework is developed thesis that provide ideas aimed at the same issue raised in this document. It also is the theoretical framework underlying theories and support the research. Finally it must emphasize that the proposal put forward is entirely feasible and accepted by the communication company and all those who shape because it directly benefits the internal part of this organization
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EMPRESAS, CONTROL PRESUPUESTARIO, ANÁLISIS ECONÓMICO, ECONOMÍA