Mejoramiento de estrategias para la atención de solicitudes en base al mejoramiento de los procesos, sección zonal centro Empresa Eléctrica Quito S.A.

Abstract

To build an efficient organization requires that all employees have a commitment to achieve the organization, which leads them to contribute their ability to think, innovate, create and constantly improve. This research project aims to improve the strategies adopted in Section Zona Centro asserting itself in process management which allows lifting and document the activities carried out, in order to establish an appropriate organization that allows the flow of each of its processes. In the first chapter, it is presented to the organization briefly in order that the reader can know the service offering and further highlights the need for analysis of the project. In the second chapter, the theoretical framework underlying research of this project, as well as the concepts necessary for its development is detailed. In the third chapter, the study of environmental analysis and gathering information begins. In the fourth chapter, the strategies to manage the claims presented. Finally the fifth chapter, conclusions and recommendations that emerged in the development of this project, to manage client requests are presented.