Diseño del modelo de gestión estratégico para el servicio al cliente en el Departamento de Admisión de la Dirección Distrital 14D02 Huamboya-Pablo Sexto-Palora-Salud en la ciudad de Palora, provincia de Morona Santiago.

Abstract

The objective of this research entitled "Strategic Management model Design for customer service in the admission department in the District Di ectorate 14D02 Huamboya-Pablo Sexto-Palora-Salud in Palora city, Morona Santiago province” is to implement necessary strategies to improve customer service and follow a comprehensive care model in the admission area which contributes to improve organization in the institution in order to promote, facilitate, and ensure an integrate service. This research was developed through direct observation, inductive-deductive method, descriptive, explanatory-historical research and surveys. The designed proposal presents the design of the necessary strategies based on the SWOT (Strengths, Weaknesses, Opportunities, and Threats) analysis. This proposal helps and improves customer service; it also offers a quality service with cordial attention to internal and external customers. The results obtained by internal customer research (Admissions Department) and external customer (client), allows to improve the customers' level of satisfaction and manage activities more efficiently. It is recommended that the institution write and link the strategic objectives. A manual of procedures for the admission area should be used through the proposal implementation since it promotes the excellence level according to the society needs, ensuring the institutional development and therefore, improves the service which guarantees the customer satisfaction.