Manual de procedimientos estandarizados para la atención de solicitudes de comercios afiliados a emisores de tarjeta de crédito.
No hay miniatura disponible
Fecha
2016
Autores
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad de Guayaquil
Resumen
Esta tesis se realizó con la finalidad de identificar que existen requerimientos de servicios que
son solicitados por los representantes de los comercios afiliados a las tarjetas de crédito, los
métodos utilizados fueron el deductivo y analítico, de esta manera se identificó que los
mismos tipos de servicio son gestionados de forma diferente por las Instituciones Financieras
que formaron parte de la investigación lo cual ocasiona que se tengan que cumplir con
diferentes documentos para entregar en las oficinas que ofrecen atención a los comercios,
adicional el tiempo de gestión y notificación de la gestión también son diferentes, lo cual
obliga al dueño del comercio a esperar su atención, debido a esto se llegó a la conclusión de
que elaborar un Manual que sea aceptado por todos los Bancos y que contemple todos los
tipos de solicitudes requeridos por los comercios para estandarizar los proceso, con lo cual se
espera ofrecer un servicio de calidad a este segmento de clientes debido a la eficacia en la
atención que recibirán, de esa manera se beneficia el representan del comercio por que el
trámite que realice será el mismo, los Bancos mejorarán sus niveles de atención y se reflejará
en sus indicadores, finalmente tendremos una sociedad beneficiada por la optimización del
tiempo y recursos en este proceso.
This thesis was conducted in order to identify existing service requirements that are requested by the representatives of the affiliated businesses to credit cards, the methods used were the deductive and analytical, so it was identified that the same types of service are managed differently by financial institutions that formed part of the investigation which causes that have to comply with different documents to deliver offices that provide care to shops, additional time management and reporting management are also different, which forces the trade owner to wait their attention, because this is concluded that developing a manual that is accepted by all banks and that includes all the types of applications required by businesses to standardize the process , which will provide quality service to this customer segment due to the effectiveness of the care they receive , thus benefiting the represent trade that the process that will do the same , the banks improve their service levels and reflected in the indicators , will finally have a benefit from the optimization of time and resources.
This thesis was conducted in order to identify existing service requirements that are requested by the representatives of the affiliated businesses to credit cards, the methods used were the deductive and analytical, so it was identified that the same types of service are managed differently by financial institutions that formed part of the investigation which causes that have to comply with different documents to deliver offices that provide care to shops, additional time management and reporting management are also different, which forces the trade owner to wait their attention, because this is concluded that developing a manual that is accepted by all banks and that includes all the types of applications required by businesses to standardize the process , which will provide quality service to this customer segment due to the effectiveness of the care they receive , thus benefiting the represent trade that the process that will do the same , the banks improve their service levels and reflected in the indicators , will finally have a benefit from the optimization of time and resources.
Descripción
Palabras clave
PROCESO, MANUAL, CONTROL INTERNO, MEJORA