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    Propuesta de mejoramiento del servicio al cliente en Unigas Colombia S.A. E.S.P.

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    Date

    2016

    Author

    Boutin Pulido, Andrés
    Ortega Hernández, Luz Carime
    Triana López, Roselin

    Director de tesis

    Sánchez Ramírez, Héctor Julián

    Citación

           
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    TY - GEN T1 - Propuesta de mejoramiento del servicio al cliente en Unigas Colombia S.A. E.S.P. AU - Boutin Pulido, Andrés AU - Ortega Hernández, Luz Carime AU - Triana López, Roselin Y1 - 2016 UR - http://hdl.handle.net/11396/3665 AB - This document is intended to expose the different needs that UNIGAS, with regard to the attention of their internal and external customers. It is for this reason that the improvement of customer service, where the comprehensive solution of all PQR'S (petitions, complaints and appeals) generated by customers throughout the company focuses is proposed. For the development of this project, a strategic diagnosis was made within the same organization, resulting in the need to build successful, effective, friendly, professional and entrepreneurial customer relations in general. Finally, we identified the need to strengthen the system of quality management (training and improvement of business processes and support), initiating a work schedule with the evaluation of ISO reviewing the status of implementation of procedures in all organizational areas, integrating the new structure of the department and implementing new controls also applying a system of integrated risk management and in turn must make a strategic accompaniment to all directions to collaborate on improving customer service. ER - @misc{11396_3665, author = {Boutin Pulido Andrés and Ortega Hernández Luz Carime and Triana López Roselin}, title = {Propuesta de mejoramiento del servicio al cliente en Unigas Colombia S.A. E.S.P.}, year = {2016}, abstract = {This document is intended to expose the different needs that UNIGAS, with regard to the attention of their internal and external customers. It is for this reason that the improvement of customer service, where the comprehensive solution of all PQR'S (petitions, complaints and appeals) generated by customers throughout the company focuses is proposed. For the development of this project, a strategic diagnosis was made within the same organization, resulting in the need to build successful, effective, friendly, professional and entrepreneurial customer relations in general. Finally, we identified the need to strengthen the system of quality management (training and improvement of business processes and support), initiating a work schedule with the evaluation of ISO reviewing the status of implementation of procedures in all organizational areas, integrating the new structure of the department and implementing new controls also applying a system of integrated risk management and in turn must make a strategic accompaniment to all directions to collaborate on improving customer service.}, url = {http://hdl.handle.net/11396/3665} }RT Generic T1 Propuesta de mejoramiento del servicio al cliente en Unigas Colombia S.A. E.S.P. YR 2016 LK http://hdl.handle.net/11396/3665 AB This document is intended to expose the different needs that UNIGAS, with regard to the attention of their internal and external customers. It is for this reason that the improvement of customer service, where the comprehensive solution of all PQR'S (petitions, complaints and appeals) generated by customers throughout the company focuses is proposed. For the development of this project, a strategic diagnosis was made within the same organization, resulting in the need to build successful, effective, friendly, professional and entrepreneurial customer relations in general. Finally, we identified the need to strengthen the system of quality management (training and improvement of business processes and support), initiating a work schedule with the evaluation of ISO reviewing the status of implementation of procedures in all organizational areas, integrating the new structure of the department and implementing new controls also applying a system of integrated risk management and in turn must make a strategic accompaniment to all directions to collaborate on improving customer service. OL Spanish (121)
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    Palabras clave

    Servicio al cliente
    ISO 9001: 2008
    Gestión de calidad
    Planificación estratégica
    Servicio al cliente
    Cambio organizacional
    Análisis de mercadeo
    Control de calidad
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    Abstract

    En este documento se pretende exponer las diferentes necesidades que tiene UNIGAS, en lo referente a la atención de sus clientes internos y externos. Es por ello, que se propone el mejoramiento del Servicio al Cliente, en donde se enfoca la solución integral de las PQR´S (peticiones, quejas y recursos) que generan los clientes de toda la compañía. Para el desarrollo de este proyecto, se realizó un diagnóstico estratégico dentro de la misma organización, teniendo como resultado la necesidad de construir relaciones satisfactorias, efectivas, amables, profesionales y emprendedoras con los clientes en general. Finalmente, se identificó que era necesario fortalecer el sistema de gestión de calidad (capacitación y mejoramiento de los procesos de negocio y apoyo), iniciando un cronograma de trabajo con la evaluación de ISO revisando el estado de implementación de procedimientos en las áreas organizacionales, integrando la nueva estructura del departamento e implementando nuevos controles, igualmente, aplicando un sistema de gestión integral de riesgos y a su vez debe realizar un acompañamiento estratégico a las direcciones para colaborar en el mejoramiento del Servicio al Cliente.

    Abstract

    This document is intended to expose the different needs that UNIGAS, with regard to the attention of their internal and external customers. It is for this reason that the improvement of customer service, where the comprehensive solution of all PQR'S (petitions, complaints and appeals) generated by customers throughout the company focuses is proposed. For the development of this project, a strategic diagnosis was made within the same organization, resulting in the need to build successful, effective, friendly, professional and entrepreneurial customer relations in general. Finally, we identified the need to strengthen the system of quality management (training and improvement of business processes and support), initiating a work schedule with the evaluation of ISO reviewing the status of implementation of procedures in all organizational areas, integrating the new structure of the department and implementing new controls also applying a system of integrated risk management and in turn must make a strategic accompaniment to all directions to collaborate on improving customer service.
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    http://hdl.handle.net/11396/3665
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