Formulación de estrategias para el mejoramiento de la calidad en el servicio de la empresa Risuss S.A. a partir del rediseño de procesos internos
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Fecha
2018
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
El presente trabajo se direccionó hacia la empresa RISUSS S.A. la cual es una organización que se desempeña como un bróker de seguros, en la cual se ha evidenciado un problema relacionado con la falta de estrategias a través de las cuales sea posible mejorar la calidad del servicio, aspecto que ha repercutido de manera directa en la satisfacción de los clientes, sin dejar de lado que tampoco ha trabajado sobre la actualización de información, de nuevos procesos y servicios que se otorgan, aspectos doblemente negativos, tomando en consideración que es una organización que busca ampliar sus servicios en cuanto a emisiones nuevas, renovaciones y siniestros a las cuales las aseguradoras cubren en la actualidad. Fue necesario llevar a cabo el levantamiento de la información, para lo cual se aplicó un diseño mixto y tipo de investigación descriptiva, cuya metodología fue de carácter inductivo, debido a la importancia de considerar información particular para obtener conclusiones generales del estudio. Se realizaron encuestas a los actuales clientes de la empresa, donde fue posible determinar su requerimiento por un mejor servicio y atención eficiente por parte de los oficiales asignados. En cuanto a la propuesta, se definieron los procesos mejoras con base a los problemas que más repercusión negativa ha tenido la empresa, así como se validó la misma, a fin de determinar cuán eficiente en materia presupuestaria le representaría a esta organización la contratación de personal para que brinde apoyo a las unidades que cuentan con menor índice de actividad, y así lograr un equilibrio estandarizado mediante el cual se mejoren los procesos.
The present work is piped to the company RISUSS S.A., which is an organization that serves as a broker of insurance, in which has shown a problem with lack of strategies through which it is possible to improve the quality of the service, which has impacted directly on the satisfaction of customers, without forgetting who has also worked on updating of information, new processes and services that are awarded, doubly negative aspects, taking into consideration that is an organization that seeks to expand its services in terms of new emissions, renewals and claims to which insurers cover today. It was necessary to carry out gathering the information, for which it applied a joint design and types of descriptive research, whose methodology was of inductive character, due to the importance of considering particular information for General conclusions of the study. Surveys were carried out to current clients of the company, where it was possible to determine your request better service and efficient care by those officers assigned. Processes were defined in the terms of the proposal, the company, as well as validated it, in order to determine how efficient budgetary improvements based on the problems that has had more negative impact represent you this organization the recruitment of staff for support to units that have lower rate of activity, and thus achieve a standardized balance by which processes are improved.
The present work is piped to the company RISUSS S.A., which is an organization that serves as a broker of insurance, in which has shown a problem with lack of strategies through which it is possible to improve the quality of the service, which has impacted directly on the satisfaction of customers, without forgetting who has also worked on updating of information, new processes and services that are awarded, doubly negative aspects, taking into consideration that is an organization that seeks to expand its services in terms of new emissions, renewals and claims to which insurers cover today. It was necessary to carry out gathering the information, for which it applied a joint design and types of descriptive research, whose methodology was of inductive character, due to the importance of considering particular information for General conclusions of the study. Surveys were carried out to current clients of the company, where it was possible to determine your request better service and efficient care by those officers assigned. Processes were defined in the terms of the proposal, the company, as well as validated it, in order to determine how efficient budgetary improvements based on the problems that has had more negative impact represent you this organization the recruitment of staff for support to units that have lower rate of activity, and thus achieve a standardized balance by which processes are improved.
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SERVICIO, ESTRATEGIAS, PROCESOS, SEGUROS