Propuesta de un modelo se sistemas de gestión de indicadores basado en los conceptos del Balanced Score Card para el centro de atención al cliente de la distribuidora de Claro “Comercial Discell”, situado en el centro de la ciudad de Quito para el 2016

Abstract

For the present work of titling the field research was developed, which consists in looking for properties and important characteristics of any phenomenon to be analyzed, in the present study were the clients that visit the distributor since it was possible to determine the level of satisfaction, It was possible to detect that there are some shortcomings in the sales process, where it was determined that the treatment provided by the distributor Discell is not adequate, since customers consider it to be regular, this is because the distributor does not exist Customer service manual, that is why it was considered important to submit the following proposal. It is considered that one of the most complete models for the development of this proposal is the "Integral Control Panel" that analyzes the financial and non-financial indicators, achieving a total balance in the medium and long term within the distributor, is considered An effective tool that allows developing strategies. To achieve this objective, different data collection tools of complete utility were taken into account.