Propuesta de un modelo de 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

Abstract: For this work degree field research was developed, which is to search for properties and important features of any phenomenon is analyzed in the present study were the customers who visit the distributor since it could determine the level of satisfaction, it was detected that there are some weaknesses in the sales process, where it was determined that the treatment that gives you the Discell distributor is not adequate, as customers consider is regular, this is due to the distributor there is a manual customer, is why it is considered important to present the following proposal. It is considered one of the most complete development of this proposal models is the "Balanced Scorecard" that analyzes the financial and non-financial, achieving an overall balance in the short medium and long term within the distributor, is considered an effective tool to develop strategies. To achieve this objective were considered different data collection tools of complete utility.