Plan de mejoramiento a los procesos de transporte público y atención al cliente del área Metropolitana Centro Occidente

This project proposes an improvement plan to meet the standards of Quality Management Systems and Internal Control Standard Model MECI that every public company must apply in terms of customer satisfaction. The proposed strategies are aimed at improving the perception of clients, responding to perceived conflicts in the area of customer service. With regards to the time of service, it is necessary to implement a specific software; update the website regarding the provision of information; regarding comfort in waiting room, it needs remodeling. Other cross-cutting strategies aimed at improving the service are: the payments platform website, staff assessment and training, creation of a committee of quality and customer service and satisfaction surveys analysis. It is necessary to implement the proposed improvement plan in the processes provided by the Public Transport area, as these processes are very weak and delayed. Besides, there are several aspects that can be improved about the inner functioning and about elements of communication with customers. By implementing the improvement plan, costs in terms of staff could be reduced and clients are provided with a better service. You can also improve personnel management, making them more effective and productive

• Autores: Narváez Hincapié, Mary Luz; Ospina Salazar, Angelica María; Zapata Cardona, Diana Marcela
• Tipo de recurso: Trabajo de grado de pregrado
• Fecha de publicación: 2013
• Institución: Universidad del Quindío
• Repositorio: Repositorio Universidad del Quindío
• Idioma: spa
• OAI Identifier: oai:bdigital.uniquindio.edu.co:001/1933
• Acceso en línea: https://bdigital.uniquindio.edu.co/handle/001/1933
• Palabra clave: Transporte; Público; Atención; Cliente
• Rights: openAccess
• License: Derechos Reservados - Universidad del Quindio, 2013