Tercerización en la eficiencia y eficacia del proceso de cobranzas del servicio de energía eléctrica
The Corporación Nacional de Electricidad Empresa Pública is in charge of the commercialization of energy in the country and carries out its collection management through companies or individuals selected through the Public Procurement Service. CNEL's requirement is that the collection managemen...
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| Hovedforfatter: | |
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| Format: | masterThesis |
| Sprog: | spa |
| Udgivet: |
2023
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| Fag: | |
| Online adgang: | http://repositorio.ulvr.edu.ec/handle/44000/6369 |
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Tilføj Tag | Summary: | The Corporación Nacional de Electricidad Empresa Pública is in charge of the commercialization of energy in the country and carries out its collection management through companies or individuals selected through the Public Procurement Service. CNEL's requirement is that the collection management providers reach 90% efficiency and 85% effectiveness; therefore, the general objective of the study is "to analyze the effect of the collection process of the electric energy service by applying an outsourcing model"; for this purpose, a mixed approach was used, with the application of descriptive research, deductive, field and documentary methods; In addition, a survey, interview and direct observation were needed to collect data from a sample of 40 workers; which generated as results that the process of notification of suspension of electric power service has a 20% of non-compliance of its activities, while the process of cutting off the electric power service has a 23% of noncompliance of tasks; on the other hand, the reconnection process has no problems of execution. Thus, the construction of an Operational Manual for the management of efficiency and effectiveness in the outsourcing of the collection process is proposed, which is structured by the description of each process, in addition to determining the control and follow-up system to be carried out, as well as the strategies for compliance with the indicators, This allows us to conclude that the limitations found affect the fluidity of the process causing setbacks with the indicators, the efficiency and effectiveness indexes not met affect the productivity and profitability of the outsourcing company and that the work methodology has been validated by experts obtaining a favorable acceptance for its application. |
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