Diseño procesos para la atención al cliente de la empresa Fibernet Cía. Ltda. En la Ciudad de Ambato
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Fecha
2019
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
El objeto del presente estudio de caso es plantear acciones orientadas a mejorar la situación que se presenta en la empresa Fibernet Cía. Ltda. en la ciudad de Ambato, mediante un Diseño de Procesos que contribuya a que la compañía realice sus funciones de manera eficiente y eficaz. Para alcanzar tal propósito es necesario diagnosticar la situación que presenta el área operativa y administrativa, establecer los puntos críticos y determinar los indicadores de gestión requeridos como parámetros para la medición y criterios. El propósito de este diseño es ayudar a la dirección a que pueda alcanzar una administración más competente y mejorar sus procesos administrativos con el fin de optimizar su gestión interna, su fuente primaria es la investigación de campo que determina la situación que presenta la empresa proveedora de internet. Las técnicas usadas fueron observación directa, entrevistas y encuestas, lo que dio como resultado las quejas de los clientes por la demora del servicio técnico debido a las múltiples funciones que tiene el personal, esto no permite abastecer la debida atención a cada uno de sus clientes externos, el motivo de este caso se debe a la falta de capacitación y flujos de procesos que obstaculizan el desarrollo de las tareas y por ende reduce la calidad del servicio.
The purpose of this research is to propose measures to improve the situation presented by the Company Fibernet Cia. Ltda., through a process design that contributes to perform processes efficiently, effectively. To achieve this purpose it is necessary to diagnose the situation that presents the operational and administrative areas, establish critical points of the process, and identify management indicators required as parameters for measurement. The purpose of this design is to help management achieve more competent and improve their administrative processes in order to optimize it is internal management, it´s primary source is field research that determines the situation presented by the Internet provider Company. The techniques used were direct observation, interviews and surveys, which resulted in customer complaints about the technical service delay due to the multiple functions of the staff, it doesn´t allow to supply the due attention to each one of its external clients, the reason for this case is the lack of training and process flows that hinder the development of the tasks and thus reduces the quality of the service.
The purpose of this research is to propose measures to improve the situation presented by the Company Fibernet Cia. Ltda., through a process design that contributes to perform processes efficiently, effectively. To achieve this purpose it is necessary to diagnose the situation that presents the operational and administrative areas, establish critical points of the process, and identify management indicators required as parameters for measurement. The purpose of this design is to help management achieve more competent and improve their administrative processes in order to optimize it is internal management, it´s primary source is field research that determines the situation presented by the Internet provider Company. The techniques used were direct observation, interviews and surveys, which resulted in customer complaints about the technical service delay due to the multiple functions of the staff, it doesn´t allow to supply the due attention to each one of its external clients, the reason for this case is the lack of training and process flows that hinder the development of the tasks and thus reduces the quality of the service.
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PROCESOS, INDICADORES DE GESTIÓN, CONTROL INTERNO, CALIDAD