Evaluación y analisis del impacto que generaría la aplicación de la norma ISO 9001:2008 en el área de servicios tributarios del servicio de rentas internas zonal 8
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2015
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Universidad de Guayaquil Facultad de Ciencias Administrativas
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El propósito del presente trabajo es realizar una evaluación y análisis del impacto que generaría la aplicación de la norma ISO 9001:2008 en el área de Servicios Tributarios del Servicio de Rentas Internas Zonal 8, con la finalidad de evaluar los actuales procesos de atención al usuario y su incidencia en la satisfacción del mismo, así como en la eficacia y eficiencia de los procesos de atención al usuario. Para el presente estudio se realizó una investigación de campo mediante encuestas realizadas a los contribuyentes con la finalidad de averiguar la calidad de los servicios brindados en función de las hipótesis planteadas (satisfacción del contribuyente y tiempo de espera). Del levantamiento de información se observó que si bien es cierto el servicio brindado es considerado bueno, no supera las expectativas del contribuyente que son altas, lo que significa que aunque la Organización está iniciando un proceso orientado hacia la calidad del servicio, a su vez confirma que no se encuentra dentro del nivel de madurez organizacional necesario para conseguir la satisfacción total del contribuyente, para esto se debe mejorar el servicio percibido por el contribuyente en cuanto a los tiempos de atención, mantener los controles sobre el proceso de atención al contribuyente; en cuanto a la medición, se debe mantener la cultura organizacional orientada a la calidad del servicio como parte de la filosofía y mística de la institución y considerar las métricas en las que se obtuvo un resultado inferior a la categoría “Muy Bueno” y sobre esas generar acciones que permitan mejorar el servicio.
The purpose of this paper is to analyze the impact assessment and would generate the application of ISO 9001: 2008 in the area of Tax Services Internal Revenue Service Zone 8, in order to assess current customer service processes and its impact on the satisfaction of the same, as well as the effectiveness and efficiency of customer care processes. For this study, a field research was conducted by surveys of taxpayers in order to find out the quality of the services provided according to the hypotheses (and taxpayer satisfaction timeout). The collection of information was noted that while it is true the service provided is considered good, does not exceed the expectations of the taxpayer that are high, which means that although the Organization is starting a quality oriented service process, in turn confirms it is not within the organizational maturity level necessary to achieve the total satisfaction of contributing to this should improve the service received by the taxpayer in terms of service time, maintain control over the process of taxpayer service; regarding the measurement, you must maintain the organizational culture focused on quality of service as part of philosophy and mysticism of the institution and consider the metrics in a lower category "Very Good" results are obtained and these generate actions to improve service
The purpose of this paper is to analyze the impact assessment and would generate the application of ISO 9001: 2008 in the area of Tax Services Internal Revenue Service Zone 8, in order to assess current customer service processes and its impact on the satisfaction of the same, as well as the effectiveness and efficiency of customer care processes. For this study, a field research was conducted by surveys of taxpayers in order to find out the quality of the services provided according to the hypotheses (and taxpayer satisfaction timeout). The collection of information was noted that while it is true the service provided is considered good, does not exceed the expectations of the taxpayer that are high, which means that although the Organization is starting a quality oriented service process, in turn confirms it is not within the organizational maturity level necessary to achieve the total satisfaction of contributing to this should improve the service received by the taxpayer in terms of service time, maintain control over the process of taxpayer service; regarding the measurement, you must maintain the organizational culture focused on quality of service as part of philosophy and mysticism of the institution and consider the metrics in a lower category "Very Good" results are obtained and these generate actions to improve service
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CALIDAD, MEJORA CONTINUA, NORMAS ISO, SATISFACCIÓN DEL USUARIO, (CONTRIBUYENTE)