Diseño de estrategias para mejorar la calidad y eficiencia en el área de atención al cliente en la imprenta A&C Impresores Offset de la cuidad de Macas.

Abstract

The present paper is about the “Stategies desing to develop the quality and efficiency in the customer service area at the Printing A&C Impresores Offset belonging to Macas” whic h is the resul of the analysis process applied to the reality of the enterprise mentioned above. The main objective is to define strategies, activities and involved people in the provision of a service and customer service, especially in the customer service management area. Analytic and deductive investigation methods were used to carry out this proposal by means of surveys applied to the customers, interviews to the staff and manager of the enterprise as well as an internal and external factor analysis. The present proposal determines the activities to be developed in each suggested strategy,establishes the objectives, importance, duration, budget, indicators, calculus method, verification means to control the strategy achievement, and it will also determine the responsible people of the development of each one of them. Finally, a strategy implementation matrix, which allows printing to have an additional tool for the strategy application is included. By this means time, costs, and verification meant for the achievement of each one the suggested strategies are determined. It is concluded that none these suggested strategies will work efficiently if the staff attitude is not enterprising, kind, friendly and patient. Although it is said that the customer is always right but this assumption will not always be true that is why employees and people who are in contact with the customers must use the necessary tools to satisfy the customer without harming the printing.