Aplicación de técnicas administrativas para mejorar el ambiente laboral en el área de atención al cliente de la Empresa Interagua de la Ciudad de Guayaquil
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Fecha
2019
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
El ambiente laboral que brinda una empresa es una base fundamental para que las operaciones se den sin mayores inconvenientes y estas tengan los resultados esperados por los directivos de la empresa. Interagua es una empresa privada que maneja un servicio público el cual demanda una serie de servicios, para esto la empresa pone a disposición el departamento del servicio al cliente en donde los usuarios esperan obtener una solución rápida a sus problemas, sin embargo, los procesos que se deben realizar para brindar dichas funciones se ven interrumpidos por los conflictos internos que se presentan en el interior del grupo de trabajo de atención al cliente, es aquí donde se desarrolla el presente estudio el cual busca identificar cuáles son las principales causas de los conflictos y cuáles serían las posibles soluciones, al entrar en detales mediante el uso de encuestas se determinaron las falencias del trabajo en equipo lo que impide que se desarrolle un ambiente laboral óptimo ante esto se desarrollaron estrategias las cuales constan en tres fases, se espera que son las capacitaciones que abarcan dichas estrategias ayuden a solucionar la problemática que se presentan en el departamento de atención al cliente de la empresa Interagua.
The work environment provided by a company is a fundamental basis for operations to occur without major inconveniences and these have the expected results by the company's managers. Interagua is a private company that manages a public service which demands a series of services, for this the company offers the customer service department where users expect to obtain a quick solution to their problems, however, the processes that must be performed to provide these functions are interrupted by internal conflicts that occur within the customer service work group, this is where the present study is developed which seeks to identify what are the main causes of conflicts and What would be the possible solutions, when entering into deaths through the use of surveys, the deaths of teamwork were determined, which prevents the development of an optimal work environment, and strategies were developed which consist of three phases, which are expected to be the training that covers these strategies help solve the problems that arise in the customer service department of the company Interagua.
The work environment provided by a company is a fundamental basis for operations to occur without major inconveniences and these have the expected results by the company's managers. Interagua is a private company that manages a public service which demands a series of services, for this the company offers the customer service department where users expect to obtain a quick solution to their problems, however, the processes that must be performed to provide these functions are interrupted by internal conflicts that occur within the customer service work group, this is where the present study is developed which seeks to identify what are the main causes of conflicts and What would be the possible solutions, when entering into deaths through the use of surveys, the deaths of teamwork were determined, which prevents the development of an optimal work environment, and strategies were developed which consist of three phases, which are expected to be the training that covers these strategies help solve the problems that arise in the customer service department of the company Interagua.
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TRABAJO EN EQUIPO, SOLUCIÓN DE CONFLICTOS, ESTRATEGIAS, AMBIENTE LABORAL