Implementación de estrategias para el mejoramiento de la atención al cliente, en el Servicio Nacional de control de enfermedades transmitidas por Vectores Artrópodos, Zona II-Pastaza.

Abstract

This research objective is to know the necessary foundations to implement strategies for customer service improvement in the national service of vector-borne diseases control, in Pastaza Zone II. The purpose is to systematically understand and anticipate customers' needs, maintain a meaningful communication; with very special features such as interactivity between the client and the company. With all these characteristics, this paper investigates how to implement and ensure conditions for the strategies to succeed in the institution. It was found that one of the common mistakes in the implementation process is the belief that the strategy bases its principles on tools such as computer systems; therefore it is not considered as a philosophy which encourages both managers and collaborators commitment. An analysis of the micro and macro institutional environment was made to define strategic goals, which contribute to the proposal implementation and customer service management improvement in order to get important information to increase customers' value in the institution over time. In order to ensure customers loyalty, the strategies propose an effective improvement in both market share and profitability which will be reflected on the medium-term; with the support and commitment of management and directors. Customers are increasingly demanding; consequently products and service permanent improvement is important; internal customer must also be motivated, which is only possible with a paradigm change towards quality.