Gestión por procesos para el Área de cobranzas de Pacificard Quito

Pacificard S.A. is in charge issuing and administrating credit cards for Visa and Mastercard; it operates efficiently and effectively at a national and international level, but there are still processes that can be improved to meet the company’s goals for business strategies. This thesis project will focus primarily on the debt collection department for Pacificard S.A., Quito, and three processes that the company wants to focus on: payment restructuring and contracts for clients with credit cards that are either expired or behind on payments for periods of 60,90 and 120 days. Also, aside from notifications for payments, which at the moment are done manually, this study is looking for a way to implement a system with procedures that can improve the service a client receives, optimizes the time it takes to find solutions, and uses up to date technology and equipment that benefits employees and society in general. With this new implemented system, Pacificard S.A. will manage to reach one of its business strategy goals: “become number one in customer service at a national level

• Main Author: Vinueza Campaña, Malena Sofía (author)
• Format: masterThesis
• Language: spa
• Published: 2014
• Subjects: Administración de empresas; Cambio organización; Gestión de procesos; Servicio al cliente; Magíster en gestión empresarial - Tesis y disertaciones académicas
• Online Access: http://dspace.utpl.edu.ec/handle/123456789/11190