Plan estratégico para la atención al cliente en el Gobierno Autónomo Descentralizado de la Parroquia Ricaurte
The present case study, carried out based on the strategic plan for customer service in the decentralized autonomous government of the Ricaurte parish, seeks to implement a strategic plan which allows improving service when serving the user. For this reason, what is a strategic plan was defined and...
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| Formato: | bachelorThesis |
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2021
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| Acesso em linha: | http://dspace.utb.edu.ec/handle/49000/10970 |
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| author | Burgos Ramos, María Lissette |
| author_facet | Burgos Ramos, María Lissette |
| author_role | author |
| collection | Repositorio Universidad Técnica de Babahoyo |
| dc.contributor.none.fl_str_mv | Onofre Zapata, Viviana del Rocío |
| dc.creator.none.fl_str_mv | Burgos Ramos, María Lissette |
| dc.date.none.fl_str_mv | 2021-12-02T16:26:21Z 2021-12-02T16:26:21Z 2021 |
| dc.format.none.fl_str_mv | 31 p. application/pdf |
| dc.identifier.none.fl_str_mv | http://dspace.utb.edu.ec/handle/49000/10970 |
| dc.language.none.fl_str_mv | es |
| dc.publisher.none.fl_str_mv | BABAHOYO: UTB, 2021 |
| dc.rights.none.fl_str_mv | Atribución-NoComercial-SinDerivadas 3.0 Ecuador http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ info:eu-repo/semantics/openAccess |
| dc.source.none.fl_str_mv | reponame:Repositorio Universidad Técnica de Babahoyo instname:Universidad Técnica de Babahoyo instacron:UTB |
| dc.subject.none.fl_str_mv | Plan estratégico Atención al cliente GAD Ricaurte |
| dc.title.none.fl_str_mv | Plan estratégico para la atención al cliente en el Gobierno Autónomo Descentralizado de la Parroquia Ricaurte |
| dc.type.none.fl_str_mv | info:eu-repo/semantics/publishedVersion info:eu-repo/semantics/bachelorThesis |
| description | The present case study, carried out based on the strategic plan for customer service in the decentralized autonomous government of the Ricaurte parish, seeks to implement a strategic plan which allows improving service when serving the user. For this reason, what is a strategic plan was defined and how it would help the GAD when put into practice, which led to the investigation of the importance of customer service, where it was written that a satisfied customer will be a person who speaks good of the institution. When implementing the plan, it is necessary to have a staff trained in customer service and motivated, which is why the definition of motivation and management is mentioned, which will not only be based on the client, but also on the worker, on the other hand, implement online care which streamlines the process that the user wants to carry out from home. In the surveys carried out with 15 users or clients, it was understood the deficiency that exists in the attention by the employee in charge of providing customer service, where the people surveyed showed dissatisfaction by not satisfying their wishes or expectations when waiting to receive a better treatment and solution of the problem that you have when you go to the GAD seeking to have answers that are left on the air due to the pessimism mentioned above, generating a great problem and at the same time, giving the institution a bad reputation. |
| eu_rights_str_mv | openAccess |
| format | bachelorThesis |
| id | UTB_32beb969d92c2c19da3510ff47dadf98 |
| instacron_str | UTB |
| institution | UTB |
| instname_str | Universidad Técnica de Babahoyo |
| language_invalid_str_mv | es |
| network_acronym_str | UTB |
| network_name_str | Repositorio Universidad Técnica de Babahoyo |
| oai_identifier_str | oai:dspace.utb.edu.ec:49000/10970 |
| publishDate | 2021 |
| publisher.none.fl_str_mv | BABAHOYO: UTB, 2021 |
| reponame_str | Repositorio Universidad Técnica de Babahoyo |
| repository.mail.fl_str_mv | . |
| repository.name.fl_str_mv | Repositorio Universidad Técnica de Babahoyo - Universidad Técnica de Babahoyo |
| repository_id_str | 0 |
| rights_invalid_str_mv | Atribución-NoComercial-SinDerivadas 3.0 Ecuador http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ |
| spelling | Plan estratégico para la atención al cliente en el Gobierno Autónomo Descentralizado de la Parroquia RicaurteBurgos Ramos, María LissettePlan estratégicoAtención al clienteGAD RicaurteThe present case study, carried out based on the strategic plan for customer service in the decentralized autonomous government of the Ricaurte parish, seeks to implement a strategic plan which allows improving service when serving the user. For this reason, what is a strategic plan was defined and how it would help the GAD when put into practice, which led to the investigation of the importance of customer service, where it was written that a satisfied customer will be a person who speaks good of the institution. When implementing the plan, it is necessary to have a staff trained in customer service and motivated, which is why the definition of motivation and management is mentioned, which will not only be based on the client, but also on the worker, on the other hand, implement online care which streamlines the process that the user wants to carry out from home. In the surveys carried out with 15 users or clients, it was understood the deficiency that exists in the attention by the employee in charge of providing customer service, where the people surveyed showed dissatisfaction by not satisfying their wishes or expectations when waiting to receive a better treatment and solution of the problem that you have when you go to the GAD seeking to have answers that are left on the air due to the pessimism mentioned above, generating a great problem and at the same time, giving the institution a bad reputation.The present case study, carried out based on the strategic plan for customer service in the decentralized autonomous government of the Ricaurte parish, seeks to implement a strategic plan which allows improving service when serving the user. For this reason, what is a strategic plan was defined and how it would help the GAD when put into practice, which led to the investigation of the importance of customer service, where it was written that a satisfied customer will be a person who speaks good of the institution. When implementing the plan, it is necessary to have a staff trained in customer service and motivated, which is why the definition of motivation and management is mentioned, which will not only be based on the client, but also on the worker, on the other hand, implement online care which streamlines the process that the user wants to carry out from home. In the surveys carried out with 15 users or clients, it was understood the deficiency that exists in the attention by the employee in charge of providing customer service, where the people surveyed showed dissatisfaction by not satisfying their wishes or expectations when waiting to receive a better treatment and solution of the problem that you have when you go to the GAD seeking to have answers that are left on the air due to the pessimism mentioned above, generating a great problem and at the same time, giving the institution a bad reputation.El presente caso de estudio, realizado en base al plan estratégico para la atención del cliente en el Gobierno Autónomo Descentralizado de la Parroquia Ricaurte, busca implementar un plan estratégico, el cual permita mejorar la atención al momento de acudir un usuario a la institución. Por tal motivo, se definió lo que es un plan estratégico y como éste ayudaría en el GAD de Ricaurte al ser puesto en práctica, mismo que llevo a investigar la importancia de la atención al cliente, donde se redactó que un cliente satisfecho será una persona que hable bien de la institución. Al implementar el plan, es necesario contar con un personal capacitado en la atención del cliente y que esté motivado, por lo que se menciona la definición de la motivación y la gestión, la cual no solo se basará en el cliente, sino que también en el trabajador, por otro lado, implementar la atención vía on-line el cual agílese el trámite que el usuario quiera realizar desde su hogar. En las encuestas realizadas a 15 usuarios o clientes, se llegó a entender la deficiencia que existe en la atención por parte del empleado encargado de brindar la atención al cliente, dónde las personas encuestadas mostraron la inconformidad al no satisfacer sus deseos o expectativas al esperar recibir un mejor trato y solución del problema que tenga al dirigirse al GAD de Ricaurte, buscando tener respuestas que quedan al aire por el pesimismo mencionado anteriormente, generando un gran problema y a la vez dándole un mal prestigio a la institución.BABAHOYO: UTB, 2021Onofre Zapata, Viviana del Rocío2021-12-02T16:26:21Z2021-12-02T16:26:21Z2021info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/bachelorThesis31 p.application/pdfhttp://dspace.utb.edu.ec/handle/49000/10970esAtribución-NoComercial-SinDerivadas 3.0 Ecuadorhttp://creativecommons.org/licenses/by-nc-nd/3.0/ec/info:eu-repo/semantics/openAccessreponame:Repositorio Universidad Técnica de Babahoyoinstname:Universidad Técnica de Babahoyoinstacron:UTB2022-02-08T08:41:20Zoai:dspace.utb.edu.ec:49000/10970Institucionalhttp://dspace.utb.edu.ec/Universidad públicahttps://utb.edu.ec/http://dspace.utb.edu.ec/oai.Ecuador...opendoar:02026-02-28T22:26:23.379612Repositorio Universidad Técnica de Babahoyo - Universidad Técnica de Babahoyotrue |
| spellingShingle | Plan estratégico para la atención al cliente en el Gobierno Autónomo Descentralizado de la Parroquia Ricaurte Burgos Ramos, María Lissette Plan estratégico Atención al cliente GAD Ricaurte |
| status_str | publishedVersion |
| title | Plan estratégico para la atención al cliente en el Gobierno Autónomo Descentralizado de la Parroquia Ricaurte |
| title_full | Plan estratégico para la atención al cliente en el Gobierno Autónomo Descentralizado de la Parroquia Ricaurte |
| title_fullStr | Plan estratégico para la atención al cliente en el Gobierno Autónomo Descentralizado de la Parroquia Ricaurte |
| title_full_unstemmed | Plan estratégico para la atención al cliente en el Gobierno Autónomo Descentralizado de la Parroquia Ricaurte |
| title_short | Plan estratégico para la atención al cliente en el Gobierno Autónomo Descentralizado de la Parroquia Ricaurte |
| title_sort | Plan estratégico para la atención al cliente en el Gobierno Autónomo Descentralizado de la Parroquia Ricaurte |
| topic | Plan estratégico Atención al cliente GAD Ricaurte |
| url | http://dspace.utb.edu.ec/handle/49000/10970 |