Estrategias para mejorar la calidad del servicio de la empresa SERVINTELEC S.A en el norte de Guayaquil
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2023-08
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Universidad de Guayaquil: Facultad de Ciencias Administrativas
Resumen
La demanda de internet evidenció un aceleramiento abrupto desde el confinamiento, por el CoViD-19. Debido a la elevada competitividad en el servicio, las empresas se han visto forzadas a ofrecer servicios de mejor calidad, a precios accesibles. En consecuencia, buscar mejorar los servicios se hace imprescindible, En base a lo anterior, la finalidad de este proyecto es realizar un análisis generalizado del servicio de Internet de la empresa Servintelec S.A que permita sugerir estrategias que para mejorar la rentabilidad de dicha empresa.
Para ello, se determinó la satisfacción de los clientes de Servintelec S.A., se examinó la aplicación de protocolos de manejo, se diagnosticó posibles fallos dentro de las instalaciones, y se describió un plan de acción que implementado permitiera mejorar su servicio y consecuentemente la rentabilidad de la empresa.
Los clientes de la empresa Servintelec S.A., indicaron que sienten una clara insatisfacción con el servicio de internet por constantes intermitencias y desconexiones por varias horas. Se observación que existen falencias en el área facturación, ya que el sistema que utilizan emite facturas dobles ocasionando que los usuarios entren en corte. Se diagnosticó fallos en la red de los clientes como lentitud, debido a decibeles altos provocado por no darse un constante mantenimiento al sistema.
Para mejorar estos inconvenientes se propone un protocolo de mantenimiento de los sistemas, además de un nuevo sistema de facturación ágil, rápido y eficaz para manejar toda la base de datos de los clientes.
The demand for internet services showed an abrupt acceleration since the confinement, due to CoViD-19. Consequently, the high competitiveness in the service, companies have been forced to offer better quality services at affordable prices. As a result, seeking to improve services is essential. Based on the above, the purpose of this project is to carry out a generalized analysis of the Internet service of the company Servintelec S.A that allows suggesting strategies to improve the profitability of said company. Therefore, the satisfaction of the clients of Servintelec S.A. was determined, the application of management protocols was examined, possible failures within the facilities were diagnosed, and an action plan was described that, when implemented, would improve its service and hence the profitability of the company. The clients of the company Servintelec S.A., indicated that they feel a clear dissatisfaction with the internet service due to constant intermittencies and disconnections for several hours. It was observed that there are shortcomings in the billing area, since the system they use issues double invoices issued, causing users to go to court. Failures in the clients network were diagnosed as slowness, due to high decibels caused by not giving constant maintenance to the system. To improve these drawbacks, a system maintenance protocol is proposed, as well as a new agile, fast and efficient facturation and billing system to handle all customer data.
The demand for internet services showed an abrupt acceleration since the confinement, due to CoViD-19. Consequently, the high competitiveness in the service, companies have been forced to offer better quality services at affordable prices. As a result, seeking to improve services is essential. Based on the above, the purpose of this project is to carry out a generalized analysis of the Internet service of the company Servintelec S.A that allows suggesting strategies to improve the profitability of said company. Therefore, the satisfaction of the clients of Servintelec S.A. was determined, the application of management protocols was examined, possible failures within the facilities were diagnosed, and an action plan was described that, when implemented, would improve its service and hence the profitability of the company. The clients of the company Servintelec S.A., indicated that they feel a clear dissatisfaction with the internet service due to constant intermittencies and disconnections for several hours. It was observed that there are shortcomings in the billing area, since the system they use issues double invoices issued, causing users to go to court. Failures in the clients network were diagnosed as slowness, due to high decibels caused by not giving constant maintenance to the system. To improve these drawbacks, a system maintenance protocol is proposed, as well as a new agile, fast and efficient facturation and billing system to handle all customer data.
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Palabras clave
SERVICIOS DE INTERNET, SERVINTELEC S.A.
Citación
APA