Diseño de estrategias de servicio al cliente para optimizar los procesos administrativos de la nacionalidad Achuar del Ecuador, en la ciudad de Puyo provincia de Pastaza, período 2017

Abstract

The following investigation's objective called design of customer service strategies to optimize the administrative processes of the Achuar Nationality of Ecuador, in the Puyo city Pastaza province. It is systematically sought to understand and anticipate the needs of customers, as well as maintain a meaningful communication with them. For the development of the investigation, it was necessary to conduct a survey for the clients and an interview with the president and vice president of the institution. It was also necessary to apply a FODA matrix, which allowed showing the following results: the institution has a bad administration in the previous periods, the evaluation and supervision of the companies of the NAE has not been carried out, to show why the companies failed and to cover the pending payments, disagreement of boundaries between communities, internal conflicts in the governing council of the NAE provoked by the incidence of political parties, lack of interest in training, insufficient management of funding sources. The present proposal intends to propose service strategies such as the designation of an adequate space on the ground floor for the office of the secretary of the Achuar Nationality of Ecuador and request the financial unit of the NAE city of Puyo the acquisition of a line telephone or extension facility, and the same maintain a good communication between the governing council, associations, communities and administrative staff, to have the same vision and thus optimize administrative processes, which will contribute give a better service to the institution.