Plan de mejora a la solución de conflictos administrativos y académicos de la Escuela de Ingeniería Financiera y Comercio Exterior, de la Facultad de Administración de Empresas de la ESPOCH.

Abstract

The present research work was carried out with the purpose of mitigating the great conflicts that are generated due to lack of organization, planning and unscheduled activities, these can be defined as unforeseen events that occur daily at the school, thus causing delay and nonconformity of Internal and external customers at the time of attention. In order to know the degree of satisfaction of the clients that the secretary frequents are: authorities, teachers, administrative staff and students, a survey was carried out with which statistical data were obtained that make us aware of the flaws that exist, in addition the respondents admit 100% that the implementation of this plan is important because it will help to improve and minimize existing conflicts due to lack of planning and time distribution. For this reason we propose the best plan with the objective of standardizing the processes, applying modern techniques and methods that will help the optimization of resources, thus generating an efficient and effective service thus achieving customer satisfaction.