Gestión del proceso de talento humano y su influencia en los indicadores de gestión del servicio al cliente en la Dirección Provincial del Ministerio de Transporte y Obras Públicas de Loja, Año 2015.

Abstract

The present project focused on the design of a model of management of the Human Talent Process in the Dirección Provincial del Ministerio de Transporte y Obras Públicas de Loja, year 2015; In order to propose improvements and determine the influence on management indicators. With the information obtained in the institution, the management indicators were determined and the level of satisfaction of the clients was evaluated, so that the influence of the current process of evaluation of the performance that the Human Talent Unit of the Management is executed Dirección Provincial del Ministerio de Transporte y Obras Públicas de Loja, also considered measures of effectiveness and efficiency to improve the levels of acceptance of internal and external customers, likewise made proposals that meet the needs and expectations, As well as to improve the institutional performance in terms of the quality of public service care offered in this State Portfolio. The improvement proposal is based on the application of tools and tools such as a proposal to improve the Work Climate and Organizational Culture, which allowed the management of the current process in the Human Talent Unit, improve staff performance, processing Agile and timely requirements in different administrative units, optimize response times, human resources and materials; In this way it will be possible to increase the level of customer satisfaction and the credibility of public services, which will provide solutions to the needs and improve the quality of customer service.