Diseño de un modelo de gestión por procesos de atención al cliente para la Corporación Nacional de Telecomunicaciones C.N.T. E.P. en el Centro Integrado de Servicios C.I.S. Sur, Riobamba, para el año 2017

Abstract

This work will improve the process management for the National Telecommunications Corporation in the area of customer service; it was possible to work with reliable information to make changes in customer service processes.

The main objective of the research project is to implement a process management model ensuring quality care in the different services offered by the company as such, since there are processes that must be improved to meet the strategic objectives of the organization.

This work focuses mainly on the customer service area because it seeks to improve the process management system and optimize customer attention and wait times.

This proposes the design of a well-structured, orderly process management model that contains only activities necessary to achieve its objectives, with tangible goals that allow the control agencies to monitor the results of the activities, and that the managers can observe the behavior of the variables.