Diseño de un modelo de gestión por procesos para el Servicio de Atención al Usuario de la Dirección de Defensa del Consumidor del Ministerio de Industrias y Productividad en la ciudad de Guayaquil

Abstract

Abstract: Currently, the services market has developed strongly due to globalization. The desire of citizens to obtain better service from the State is aimed at demanding quality services. The fundamental bases of success in organizations depend on the quality of customer service, since they are the reason for the existence of the business, whether public or private. Customer service is fundamental to the reason for being of the public service. Quality citizen services improve the management of public administration. User service strategies help achieve the objectives set by the organization within its vision. The objective of this work seeks to improve the user service strategies of the Consumer Defense Directorate of the Ministry of Industries and Productivity located in the city of Guayaquil. This improvement in quality will allow the development of the necessary environment to achieve the quality of care required by citizens.