Diseño de un plan estratégico para el mejoramiento continuo de servicio al cliente, para la Cooperativa Crecer Wiñari, ubicada en la ciudad de Riobamba

Abstract

A strategic plan for the continuous improvement of customer service was designed for the Crecer Wiñari Cooperative, located in the city of Riobamba, in order to solve the existing problems in the service delivery process that is given by the administrative staff that Works in the institution. For which surveys were conducted to active partners and determine their concerns and opinions with regard to the attention. Through a SWOT (strengths, weaknesses, opportunities, and threats) analysis, three strategies were proposed: designing a flowchart of processes for appropriate internal communication and delivery services, training and encouraging new partners and loyal customers to create an adequate work environment and personal commitment to their work. Resulting satisfied users. It is recommended to carry out a constant training plan for staff in technology and human resources to raise awareness about the importance of the service and in this way the organization contributes and promotes the popular economy of solidarity of the city.