Análisis del impacto por incumplimiento de acuerdo de niveles de servicios portadores de Telecomunicaciones
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2016
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
Los servicios portadores de telecomunicaciones son esenciales para los negocios por lo que es indispensable garantizar su disponibilidad, estos servicios son provistos por empresas públicas y privadas que cuentan con un título habilitante en el país. En el presente proyecto se analizó el impacto en la imagen corporativa y los costos de las empresas proveedoras por incumplimiento de Acuerdos de Niveles de Servicios, se plantean propuestas para reducir la cantidad de incidentes que generan afectación de servicios y de esta forma mejorar la satisfacción de los clientes. La metodología usada es del tipo cuali-cuantitativa, para recabar información se utilizó la técnica de entrevista estructurada a expertos del sector y encuestas mediante instrumentos de cuestionarios dirigidos a clientes del segmento de mercado corporativo. Entre los principales factores que generan insatisfacción se determinaron el diseño de ingeniería, protocolo de pruebas y los tiempos de detección, respuesta y solución de incidentes, finalmente se identificó un porcentaje de clientes que estarían dispuestos a cancelar servicios por reincidencia de incidentes. La investigación permitirá a las empresas proveedoras identificar la cantidad de ingresos que provienen de relaciones comerciales saludables y sostenibles, y la facturación que estaría en riesgo por posible cancelación de servicios o sanciones de la Agencia de Regulación y
Control de las Telecomunicaciones. La implementación de las propuestas realizadas permitirá optimizar recursos técnicos, humanos y económicos tanto de las empresas proveedoras como de los clientes, trasladando el beneficio a la comunidad en general.
Carriers telecommunications services are essential for business so it is essential to ensure their availability, these services are provided by public and private companies with a qualifying title in the country. In this project the impact on the corporate image and the costs of suppliers is analyzed for breach of Level Agreements Services, proposals are made to reduce the number of incidents that generate involvement of services and thus improve customer satisfaction the clients. The methodology used is of a qualitative and quantitative, type information gathering technique structured interview industry experts and surveys using instruments questionnaires to customer’s corporate market segment was used. Among the main factors that generate dissatisfaction engineering design, testing protocol and detection times, response and resolution of incidents were determined, finally a percentage of customers who would be willing to cancel services recidivism incident was identified. The research will enable suppliers to identify the amount of revenue from healthy and sustainable trade relations, and billing that would be at risk for possible cancellation of services or sanctions Agencia de Regulación y Control de las Telecomunicaciones. The implementation of the proposals will optimize technical, human and financial resources of both suppliers and customers, transferring the benefit to the community.
Carriers telecommunications services are essential for business so it is essential to ensure their availability, these services are provided by public and private companies with a qualifying title in the country. In this project the impact on the corporate image and the costs of suppliers is analyzed for breach of Level Agreements Services, proposals are made to reduce the number of incidents that generate involvement of services and thus improve customer satisfaction the clients. The methodology used is of a qualitative and quantitative, type information gathering technique structured interview industry experts and surveys using instruments questionnaires to customer’s corporate market segment was used. Among the main factors that generate dissatisfaction engineering design, testing protocol and detection times, response and resolution of incidents were determined, finally a percentage of customers who would be willing to cancel services recidivism incident was identified. The research will enable suppliers to identify the amount of revenue from healthy and sustainable trade relations, and billing that would be at risk for possible cancellation of services or sanctions Agencia de Regulación y Control de las Telecomunicaciones. The implementation of the proposals will optimize technical, human and financial resources of both suppliers and customers, transferring the benefit to the community.
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PORTADOR, DISPONIBILIDAD, TOPOLOGÍA