Diseño de un modelo de gestión por procesos para optimizar los servicios del departamento de recaudación de la Empresa Eléctrica Regional del Sur S.A., EERSSA en toda el área de concesión, año 2013

Abstract

The present work begins with the description of the problems that exist in the collection department of EERSSA, as well as the justification for its elaboration, the objectives, the hypothesis and the scope of the project. Reference is made to the methodology used for the identification and sequencing of processes, their description, follow-up and improvement proposal, the theory related to process management is presented, in order to propose the theoretical framework that supports the proposal. It presents a historical overview of the institution, describing the mission, vision, philosophy and alignment of business objectives with the National Plan for Good Living. It analyzes the commercial processes of EERSSA, specifically the Department of Collection, describing and analyzing the current processes, to elaborate a proposal for improvement. The results of this work are reflected in the annexes, with the elaboration of the manual of processes and procedures of collection, which allows a more efficient management of the services offered in this department. Finally, the conclusions and recommendations defined at the end of the study are presented.