Diseño de un plan de capacitación sobre la calidad total y el desempeño de los agentes de aduana en Guayaquil
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Fecha
2017
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
Los agentes aduaneros tienen un sin números de trámites que realizar al momento que prestan sus servicios a los importadores, esto causa que en ocasiones se pasen por alto ciertas reglas e incluso no se cumpla con el trato establecido entre ellos mediante un contrato, creando faltas que podrían perjudicar ambas partes. En el presente proyecto de tesis se enfoca en la calidad de los servicios que prestan los agentes aduaneros en el país, conocer cuáles son las normativas con las que el agente de aduana pueda proceder a una licencia como tal, y cuáles serían los lineamientos puntuales que podrían causar el retiro de dicha licencia. Es importante conocer datos que ayuden entender cuáles son las mayores causas que generan un malestar en los agentes aduaneros, además de comprender cuáles son las causas que evitan la implementación de la calidad total en los servicios que estos realizan. Tomando en cuenta el objetivo principal de ejecutar un plan de capacitación donde ayude a mejorar la calidad en la atención prestada de los agentes de aduana sobre los servicios que brindan a sus clientes, a esto se podría establecer una mejora dentro del desenvolvimiento en el trabajo, o al momento de realizar trámites aduaneros. Además esto hace que se genere una mayor confianza y a su vez se obtiene resultados a favor de los mismos.
The customs agents have a number of procedures to be carried out at the moment they render their services to importers, this causes sometimes to be ignored certain rules and even the treatment established between them by means of a contract is not met, creating faults that could harm both parties. The present thesis project focuses on the quality of the services provided by customs agents in the country, know what are the regulations with which the customs agent can proceed to a license as such, and what would be the specific guidelines that May cause the withdrawal of said license. It is important to know data that help to understand what are the major causes that cause discomfort in customs agents, in addition to understanding it wonder what are the causes that prevent the implementation of total quality in the services they perform. Taking into account the main objective of executing a training plan where it helps to improve the quality of the attention paid by customs agents to the services they provide to their clients, this could be an improvement in the development in the work, Or at the time of making customs formalities. In addition, this creates greater confidence and results in favor of them.
The customs agents have a number of procedures to be carried out at the moment they render their services to importers, this causes sometimes to be ignored certain rules and even the treatment established between them by means of a contract is not met, creating faults that could harm both parties. The present thesis project focuses on the quality of the services provided by customs agents in the country, know what are the regulations with which the customs agent can proceed to a license as such, and what would be the specific guidelines that May cause the withdrawal of said license. It is important to know data that help to understand what are the major causes that cause discomfort in customs agents, in addition to understanding it wonder what are the causes that prevent the implementation of total quality in the services they perform. Taking into account the main objective of executing a training plan where it helps to improve the quality of the attention paid by customs agents to the services they provide to their clients, this could be an improvement in the development in the work, Or at the time of making customs formalities. In addition, this creates greater confidence and results in favor of them.
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Palabras clave
AGENTE ADUANERO, CALIDAD TOTAL, CAPACITACIONES, SERVICIOS