Plan de mejoramiento para la atención al cliente interno y externo de la Facultad de Mecánica de la ESPOCH.

Abstract

This thesis Plan Improvement the attention to the internal and external customer of Mechanics Faculty of ESPOCH, was carried out with the purpose of knowing the quality of service provided to users in each of dependences of this Academic Unit. With the application of appropriate research methodology, methods and techniques that allowed establishing service establishing service metrics, causes and effects of problems caused by lack of servers empowerment and propose strategies to improve the link between staff and its users. The proposal presented is designed to improve the image and meet the needs of customers in the Mechanics Faculty of ESPOCH, with application of theories, definitions and terms that allowed propose solutions to customer service problems detected in Mechanics Faculty during the year 2013, to promote in staff’s sense of relevance and its spirit of institutional belonging, through the delivery of an appropriate service customer that allows to satisfy its requests. With the indicated in the thesis and the implementation of Plan for Improvement the attention to the internal and external customer of Mechanics Faculty will be able to provide a quality service.