Publication: Indicadores de gestión para mejorar la calidad de servicio al cliente, área de operaciones de Mibanco, sucursal Huamachuco, 2020
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Date
2021
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Universidad Nacional de Trujillo
Abstract
El presente informe de suficiencia profesional tuvo como objetivo general, sustentar de qué manera los indicadores de gestión pueden mejorar la Calidad de servicio al cliente del área de Operaciones de Mibanco, sucursal Huamachuco, 2020. Asimismo, identificar cuáles son los principales problemas que tiene el área de operaciones de la entidad Mibanco, encontrándose que dichos problemas se enfocan más respecto al manejo de comunicación, calidad de atención al cliente y sobre los procesos de atención al cliente. Por ello se trabajó en desarrollar diversas alternativas de solución, destacando la principal relacionada a desarrollar un programa de capacitación dirigido al personal para mejorar sus habilidades comunicativas, y blandas. Respecto al análisis crítico sobre la formación académica recibida durante los cinco años de trabajo, se puede decir que fue de buena a más, dado que me permitió desarrollar mis funciones de manera adecuada; sin embargo, se presentaron dificultades al momento de involucrarse con la realidad local, dado que en el desarrollo de los cursos mayormente se ve la teoría, y menos la práctica. Con el fin de mejorar la metodología de enseñanza en la escuela de Administración, se debe seguir implementando talleres de socialización y realización personal, así como aplicar nuevas metodologías de enseñanza en base a referencias teóricas actuales, que últimamente se están utilizando debido a la modernidad; también es importante que se forme alianzas con empresas locales, para trabajar en base a casos reales, e ir adquiriendo más habilidades y capacidades, así como experiencia y así estar preparados para salir a la competencia en el mercado laboral.
ABSTRACT The general objective of this report on professional insufficiency was to support the way in which management indicators can improve the Quality of customer service in the Operations area of Mibanco, Huamachuco branch, 2020. Likewise, to identify the main problems that the company has. Operati ns área of the Mibanco entity, finding that these problems focus more on communication management, customer service quality and customer service processes. For this reason, we worked on developing various solution alternatives, highlighting the main one related to developing a training program aimed at staff to improve their communication and soft skills. Regarding the critical analysis on the academic training received during the five years of work, it can be said that it went from good to good, since it allowed me to develop my functions adequately; However, there were difficulties when getting involved with the local reality, since in the development of the courses the theory is mostly seen, and less the practice. In order to improve the teaching methodology in the Administration school, socialization and personal fulfillment workshops should continue to be implemented, as well as applying new teaching methodologies based on current theoretical references, which are being used lately due to modernity; It is also important to form alliances with local companies, to work based on real cases, and to acquire more skills and capacities, as well as experience and thus be prepared to compete in the labor market..
ABSTRACT The general objective of this report on professional insufficiency was to support the way in which management indicators can improve the Quality of customer service in the Operations area of Mibanco, Huamachuco branch, 2020. Likewise, to identify the main problems that the company has. Operati ns área of the Mibanco entity, finding that these problems focus more on communication management, customer service quality and customer service processes. For this reason, we worked on developing various solution alternatives, highlighting the main one related to developing a training program aimed at staff to improve their communication and soft skills. Regarding the critical analysis on the academic training received during the five years of work, it can be said that it went from good to good, since it allowed me to develop my functions adequately; However, there were difficulties when getting involved with the local reality, since in the development of the courses the theory is mostly seen, and less the practice. In order to improve the teaching methodology in the Administration school, socialization and personal fulfillment workshops should continue to be implemented, as well as applying new teaching methodologies based on current theoretical references, which are being used lately due to modernity; It is also important to form alliances with local companies, to work based on real cases, and to acquire more skills and capacities, as well as experience and thus be prepared to compete in the labor market..
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Keywords
Indicadores de gestión, Calidad de servicio, Clientes