Plan estratégico para mejorar la atención al cliente del Gobierno Autónomo Descentralizado Parroquial de Ahuano, provincia de Napo, Cantón Tena, período 2014-2015.

Abstract

The purpose of the current research is to implement a Strategic Plan to improve the customer service at the Decentralized and Autonomous Government of Ahuano, Napo Province, Tena County in order to increase the customer satisfaction. It started with a current situation diagnose through the preliminary observation complemented with the primary information collected; for this it was necessary to use the survey technique applied to Authorities, employees and base customers. The results obtained allowed defining the Mission, Vision, Values, Principles and Strategies for the customer service. On the other hand it was possible to structure six main objectives which permitted to improve the customer service and the institutional image, generate a permanent training plan, provide good signaling, carry out workshops for the community welfare, implement a suggestions mailbox, and improve the communication system with the use of posters. It is also recommended to make people know about the Strategic Plan and the implementation of the objectives proposed as well as the permanent evaluation of the impact caused by the implementation of the customer service strategic plan.