Modelo de gestión para mejorar la calidad de los servicios de la Cámara de Operadoras de Transporte Pesado de Chimborazo (COTPCH)

Abstract

This research aims to design a management model in order to improve the quality of services of the Chamber of Attendants Heavy Transport of Chimborazo (COTPCH), once analyzed, the main problems caused by the lack of a rigorous model to serve as institutional reference. The quasi-experimental design was used, inductive-deductive, descriptive and hypothetical-deductive methods the following techniques are applied: direct observation and surveys, the following instruments were used: questionnaires and Excel spreadsheet to develop a management model for improving services of the Chamber of Heavy Transport Operators of Chimborazo. Managers of COTPCH is recommended sociabilizar Management Model with all its partners, in order to change the misconception that they have the current service; train the direct and indirect users of processes; and properly manage the information contained in this model, because an efficient application thereof, allows the entity to identify the activities and functions that should be met appropriately, timely and consistent manner.