Rediseño de procesos de la gestión de cobranza para reducir la morosidad de la EP-EMAPA-A

Abstract

The titling work is called process redesign of collection management to reduce the defaulting of the EP-EMAPA-A. Propose alternative solutions in the improvement of the current process that the institution has. A survey was conducted to 11 employees involved in the commercial and financial departments that were responsible for the collection and billing of the service, which was determined that there is an independence of information among those responsible for the service which results in the execution of the current collection process. The values of the overdue portfolio in 2016 are around $ 1´046,276.44 of 21,777 users who are in arrears, for the year 2017 it has a value of $ 883,428.8 with 19,621 users in default and finally by 2018 it has 8444,277.82 of 21,126 users, for which the following tasks have been planned, timely communication to avoid the delay in the payment of the drinking water worksheet, restructuring of the computer system of the commercial department, treasury and billing, training of the officials of the departments involved and updating data and user registers of the institution´s system. Finally, it can be concluded that the availability of the information that must be handled between the different departments is not timely. It is recommended to take into account the present research work, the commercial department to update the data of the users as: place of installation of the service, reference of the sector and personal data.