Modelo de gestión estratégica para mejorar la calidad de atención al usuario en el Gobierno Autónomo Descentralizado Municipal Intercultural Y Plurinacional del cantón Arajuno, provincia de Pastaza, periodo 2017

Abstract

The Strategic Management Model to improve the quality of customer service in the Municipal Intercultural and Plurinational of the Arajuno canton, province of Pastaza, period 2017, has been developed with the objective of formulating medium-term applicable strategies proposing new changes for the improvement in the quality of the service of the institution. For the investigation it was necessary to apply a survey to the internal and external users that make up the institution, as well as a direct interview with the Municipal GAD Managers of Arajuno about the institution, where in-depth and detailed information was obtained for its subsequent processing through a statistical tabulation, having found through the results achieved the lack of a management model that contributes to good performance in the institution, so that constant complaints from users could be given an appropriate attention, delay in the delivery of paperwork, loss of documents among other situations that generated the disorganization. Through the proposed model processes have been raised for the measurement and continuous improvement of the quality of service, communicative strategies have also been implemented, customer service and human capital for good administrative practice and parameters that contribute to the adequate documentary structure of the information produced by the Arajuno Government. It was concluded that the implementation of the proposal will undoubtedly become a guide for the efficient development and improvement of user service thanks to the guidelines established in it. Therefore, it is recommended to use the suggested procedures in the content of the document.