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Procesos administrativo aplicado a mejorar los niveles de eficiencia del departamento de servicio al cliente de la empresa CNT, zonal oeste de Guayaquil

Abstract:

The present research project presents a proposal for improvement, which consists in the implementation of new functions to the current AFC system (client flow manager) within the CIS Portete, located in the western zone of Guayaquil, which consisted of analyzing the current Process for the identification of possible shortcomings and how through this proposal we can change or improve important aspects within the organization. Within the objectives of the present investigation is to search and make known what is the current situation and to know what are the reasons why the service is being affected, causing discomfort in users, and sometimes the cancellation of several services, losing ground to the main telecommunications competitors such as Claro and Movistar. The methodological design is based on a scientific investigation where the main problems were determined and the objectives were set for the improvement of the same ones. A bibliographic study was carried out for the development and sustainability of the topic, deductive research was used, books, texts, magazines and technological resources such as the internet were used to deepen the problem and search for possible solutions. The proposal is explained in chapter III, which details the characteristics and new functions that could be applied in the AFC system, and how this would improve notably the synthesis of processes and the technification of the same, saving time and allowing to provide a better quality of Customer service, where the user will be satisfied and will forget the idea of doing papers and to reclaim because is a waste of time.