Diseño de un Modelo de Gestión por Procesos para mejorar el servicio que brinda el área comercial de la Corporación Nacional de Telecomunicaciones Empresa Pública CNT EP, Agencia Provincial Pastaza, año 2014

Abstract

The further thesis is above the Design of Process Management Model to improve the service offered by the commercial area of the National Telecommunications Corporation Public Company CNT EP, Agency Pastaza province, 2014 This was achieved based on the merits of theoretical framework the process management model to guide research, where later the diagnosis of the current situation of the Commercial Area in order to know the causes of customer complaints for the service that is currently being carried out and providing based on information to propose a management model which aims to improve the quality of services in fixed telephony granted by staff Front (Consultants Customer Service) of the National Telecommunications Corporation CNT EP, Provincial Agency Pastaza. The research concludes that the problem area is the lack of clear processes and the need for personnel, for which the motion becomes very helpful to improve the problems identified therein.