Plan de mejora para el transporte de Pungalá – cantón Riobamba, provincia de Chimborazo

Abstract

The present graduation work deals with developing an improvement plan to increase the service quality of the surface inter-province transport company San Miguel de Pungalá S.A. of the Riobamba canton to design a diagnosis, analyze results, figure out the main causes and effects and formulate the improvement plan considering the quality guidelines. An interview to the enterprise manager was carried out; also, 190 people from the study zone were subjected to a questionnaire by means of which it was found out that at the moment 16 transport units are working; the organization has an internal control to supervise the accomplishment of obligations, a sanction system, managed through an operative plan; the largest population using this transport is from 5 to 65 years old. 5960 people move daily because of study, purchases and proceeding, among others. This is the reason why it is intended to improve the service through carrying out, implementing and executing the improvement plan which involves a training plan for the Human Talent. The company authorities are recommended to execute it twice a year to thus reach the continuous service quality in the different frequencies of each route with the client satisfaction.