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

Abstraact: The present work described the problematic that exist in the department of recaudation of the EERSSA. Also The justification motivates the elaboration. Based on this, the objetives, the hyphotesis And the scope of the proyect have been pose. It make reference at the methodology that is use for the identification and the secuence of procesess, the description, the monitoring and the improvement suggestion, is also colected the realated theory with the business procesess to pose the theorical framework that sustent the proposed. It is presented a Historical overview of the EERSSA, describing the mission and visión, phylosophy, the legal aspects of the electricity sector and the alingment of the business objetives with the objetive number 11 and 12 of the National plan of the good living. Commercial procesess of the EERSSA are Explored, describing and analysing the actual procesess to elaborate an improvement suggestion. In the annexes are reflected the results of the present work. With the elaboration of the manual process and recovery procedures, wich allows a management more efficient of the services that offering this department. Finally conclusions and recomendations will be presented.