Sistematización de experiencias en gestión documental y atención al cliente externo e interno del departamento de Educación Continua, Utc

The development project on experiences took place in Education Continua Department at Cotopaxi Technical University, located in San Felipe Parish Latacunga Canton, Cotopaxi Province. The main goal is to analyze critically the experiences in Document Management and Customer Service, External and Internal Customer into Education Continua at Cotopaxi Technical University. The observation and interview techniques were applied as methodology with its respective analysis and interpretation of results. This showed to know the reality of the Document Management process, mainly in the physical file management of the certificates re-enrolled in the Education Continua Department. In addition, the recovery of learning tab was used in order to record the most significant moments on experiences systematization’s period. The techniques application identified the main problem: the physical file disorganization specifically with the certificates re-entered into the Department, because it lacks a Document Management model. This has caused a negative effect when filing the certificates. Also, the internal customers’ dissatisfaction because their requirements are not attended in quick in efficient way. This situation motivated to Document Management proposal design for the certificates re-entered process into the department. At the same time, conclusions were generated that gave a possible solution

• Main Author: Cevallos Caiza, Ivone Alexandra (author)
• Format: bachelorThesis
• Language: spa
• Published: 2019
• Subjects: GESTIÓN DOCUMENTAL; PROCESO; SECRETARIADO EJECUTIVO GERENCIAL
• Online Access: http://repositorio.utc.edu.ec/handle/27000/7578