Implementación de un programa de excelencia en el desarrollo de cultura de servicio en una empresa de consultoría tributaria de la ciudad de Guayaquil 2016
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2016
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Universidad de Guayaquil
Resumen
El presente estudio de caso comprende un análisis de los factores que inciden en la calidad
del servicio al usuario en la empresa de consultoría tributaria, cuyo problema principal es
la limitada predisposición por parte de los consultores de la empresa para la atención de los
usuarios, por lo que se estableció como objetivo de este estudio mejorar la calidad en la
atención al usuario implementando un Programa de Excelencia para el Desarrollo de
Cultura de Servicio orientado al usuario, que incluye la creación de políticas, estrategias y
programas de capacitación a los consultores, que serán adoptadas por la empresa para
mejorar la atención y servicio existente. El estudio fue descriptivo en el que se ordenaron,
tabularon e interpretaron los datos obtenidos de la investigación, datos que fueron
obtenidos utilizando una encuesta semiestructurada realizada a la población total de
usuarios internos, así como a los clientes externos, cuyo número se definió a través de un
muestreo tomado en base a la cantidad total del usuarios que se atienden en la empresa. Al
finalizar el análisis de los datos obtenidos se concluyó que el servicio al usuario debe
mejorar y aquello se puede lograr aplicando las políticas, estrategias y programas de
capacitación recomendados en el presente estudio.
This case study includes an analysis of the factors affecting the quality of customer service in the tax consulting company , whose main problem is the limited willingness on the part of the consultants of the company to the attention of users, so it set the goal of this study to improve the quality of customer service by implementing a Excellence Program for the Development of Service Culture user-oriented , including the creation of policies, strategies and training programs to consultants, to be adopted by the company to improve existing care and service. The study was descriptive in which they were sorted , tabulated and interpreted the data obtained from research , data were obtained using a semi-structured survey of the total population of internal users and external customers , whose number is defined by a sample taken based on the total amount of users who receive services at the company. Upon completion of the analysis of the data obtained it was concluded that the service user must improve and that can be achieved by applying policies, strategies and recommended in this study training programs.
This case study includes an analysis of the factors affecting the quality of customer service in the tax consulting company , whose main problem is the limited willingness on the part of the consultants of the company to the attention of users, so it set the goal of this study to improve the quality of customer service by implementing a Excellence Program for the Development of Service Culture user-oriented , including the creation of policies, strategies and training programs to consultants, to be adopted by the company to improve existing care and service. The study was descriptive in which they were sorted , tabulated and interpreted the data obtained from research , data were obtained using a semi-structured survey of the total population of internal users and external customers , whose number is defined by a sample taken based on the total amount of users who receive services at the company. Upon completion of the analysis of the data obtained it was concluded that the service user must improve and that can be achieved by applying policies, strategies and recommended in this study training programs.
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CALIDAD EN EL SERVICIO, USUARIO, PROGRAMAS, POLÍTICAS, ESTRATEGIAS, CAPACITACION