Análisis y Propuesta para mejorar el servicio al cliente en el Área de salud del Patronato de Amparo Social Municipal del Cantón Pastaza.

Abstract

The quality of customer service is a process for total customer satisfaction. requirements and needs thereof. Specific customers the vital element of any organization However, there are few companies that manage to suffer from customer needs either in terms of quality, efficiency or personal service. That is why the directors must start the process of improving the quality of the service they offer to their clients, since it is not a matter of choice, the image of the company depends on it, therefore this research is carried out in the Board of Trustees of the Municipal Social Amparo of Canton Pastaza, located in the Province of Pastaza, Canton Pastaza, Parroquia Puyo, which is responsible for providing social service to citizens, mainly healthcare providers and pharmacy service to the community within and outside the city, with the proposal to provide a quality service by offering this type of benefits, for the same as the constant of chapters IV, in the chapter we address the research problem, problem statement, problem formulation, systematization of the problem, justification, delimitation of the problem, objectives, administrative process, planning activities, organizational activities, execution activities, control activities, conceptualization; In the II chapter we will find everything related to the theoretical framework, background, foundation, mission, vision, administrative structure, legal basis, hypothesis, operationalization of variables, POA analysis, human talent analysis, control analysis, infrastructure analysis, analysis service, health area analysis; The III chapter is constituted by the proposal of continuous improvement in the health area of ​​the Municipal Social Protection Board of the Pastaza Canton and in the IV and the last chapter we develop the conclusions and recommendations, and support with the respective bibliography. The methodology that is specified for the elaboration of this work is framed in the analysis of the different departments, and this way of finding the affected problems and applying a proposal for the institution enjoys an improvement and demonstrates an effective, efficient and effective service to its users, since their progress depends on them.