Plan piloto para atender y tramitar PQRS en oficina principal claro de Pasto – Nariño 2023
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Rosero Melo, Esteban David
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El objetivo de este trabajo es elaborar un plan piloto para proponer una posible solución
al tema de entrega radicación y respuesta de PQRS en la compañía Claro, recalcando que los
canales de atención de PQRS son importantes para todas las organizaciones, al punto de
convertirse en el medio de comunicación formal para el personal interno y externo (Gacharna,
2017) por este problema hace que la empresa perdiera la fidelidad de sus clientes porque no
cuentan con las herramientas o sistemas de (PQRS). Se concluyó que los servicios brindados no
fueron realizados de manera oportuna, eficiente y con poca administración requerida por parte de
la empresa, esto ayudó a determinar la necesidad de implementar un plan piloto para estandarizar
el proceso de PQRS de la compañía.
Este plan permitió demostrar la importancia de un buen servicio al cliente e identificar las
brechas que se encuentran en el proceso para fortalecer con estrategias el proceso y garantizar la
permanencia y la generación de experiencias positivas a los clientes internos y externos.
Es por esto por lo que la atención al cliente se convierte en el punto de partida de la
satisfacción en una empresa, un cliente conforme trae como resultado un intercambio de
experiencias acerca de la calidad en el servicio. (Aranda, 2018)
The objective of this work is to develop a pilot plan to provide a solution to the issue of delivery, filing and timely response to the issue of PQRS in the company of course, emphasizing that the channels for handling requests, complaints, claims, requests and congratulations (PQRSF) are important for all organizations to the point of becoming the formal means of communication for internal and external personnel. However, technological advances make it necessary to rethink that the service channels allow for the active involvement of all staff, so that the management of service quality is effectively articulated to respond to institutional needs. (Aranda & Gacharna, 2017) This problem causes the company to lose the loyalty of its customers because they do not have the tools or systems (PQRS). It was concluded that the services provided were not performed. In a timely, efficient manner, and with little administration required from the company, this helped determine the need to implement a pilot plan to standardize the company's PQRS process. This plan allowed us to demonstrate the importance of good customer service and identify the gaps found in the process to strengthen the process with strategies and guarantee permanence and the generation of positive experiences for internal and external customers. This is why customer service becomes the starting point of satisfaction in a company, a satisfied customer results in an exchange of experiences with other people about the quality of the service. (Aranda & Gacharna, 2018)
The objective of this work is to develop a pilot plan to provide a solution to the issue of delivery, filing and timely response to the issue of PQRS in the company of course, emphasizing that the channels for handling requests, complaints, claims, requests and congratulations (PQRSF) are important for all organizations to the point of becoming the formal means of communication for internal and external personnel. However, technological advances make it necessary to rethink that the service channels allow for the active involvement of all staff, so that the management of service quality is effectively articulated to respond to institutional needs. (Aranda & Gacharna, 2017) This problem causes the company to lose the loyalty of its customers because they do not have the tools or systems (PQRS). It was concluded that the services provided were not performed. In a timely, efficient manner, and with little administration required from the company, this helped determine the need to implement a pilot plan to standardize the company's PQRS process. This plan allowed us to demonstrate the importance of good customer service and identify the gaps found in the process to strengthen the process with strategies and guarantee permanence and the generation of positive experiences for internal and external customers. This is why customer service becomes the starting point of satisfaction in a company, a satisfied customer results in an exchange of experiences with other people about the quality of the service. (Aranda & Gacharna, 2018)
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Rosero Melo, E. D. (2023). Plan piloto para atender y tramitar PQRS en oficina principal claro de Pasto – Nariño 2023. [Tesis de pregrado]. Alto del Putumayo, Nariño: Escuela Superior de Administración Pública. Facultad de pregrado. Administración Pública Territorial.