Publication: Gestión de personas para mejorar el servicio al cliente en el área de operaciones de Mibanco, agencia Huamachuco, 2021
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Date
2021
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Publisher
Universidad Nacional de Trujillo
Abstract
El presente trabajo de suficiencia profesional tuvo como objetivo general, determinar cómo la gestión de personas mejora el servicio al cliente en el Área de Operaciones de Mibanco, Agencia Huamachuco, 2021. Para lo cual se ha realizado un análisis exhaustivo sobre los principales problemas que aquejan el normal funcionamiento de la entidad en cuanto a la prestación de servicio al cliente; observándose que el personal necesita del área de estudio no cumple cabalmente con los perfiles de puestos, además de que no hay participación del jefe inmediato en la selección de personal. Asimismo, se han utilizado instrumentos de recolección de datos como el cuestionario y ficha de evaluación, de tal manera que permitieron detectar la naturaleza de los problemas encontrados. Ante ello se presentaron alternativas de solución, aplicando la metodología adecuada que permita determinar la mejor de ellas para la solución de tales problemas, basándose en el desarrollo de capacitaciones dirigidas al personal. Por otro lado, se hizo un análisis sobre la formación académica de la Carrera de Administración, con el fin de determinar si ello contribuyó al desempeño de las funciones desarrolladas en la entidad en estudio, enfatizando que dichos estudios ayudaron mucho a mi desempeño profesional; sin embargo, hubo dificultades debido a que la enseñanza recibida priorizaba la parte teórica, restando importancia a la parte práctica. Es sabido que no es sólo cuestión de recibir conocimientos, sino también ponerlo en práctica para ganar confianza y seguridad en el futuro mercado laboral que hay que hacer frente.
ABSTRACT The present work of professional sufficiency had as a general objective, to determine how the management of people improves customer service in the Mibanco Operations Area, Huamachuco Agency, 2021. For which an exhaustive analysis has been carried out on the main problems that afflict the normal operation of the entity in terms of providing customer service; noting that the personnel need the study area does not fully comply with the job profiles, in addition to the fact that there is no participation of the immediate boss in the selection of personnel. Likewise, data collection instruments such as the questionnaire and evaluation form have been used, in such a way that they made it possible to detect the nature of the problems encountered. Given this, solution alternatives were presented, applying the appropriate methodology that allows determining the best of them for solving such problems, based on the development of training aimed at staff. On the other hand, an analysis was made of the academic training of the Administration Career, in order to determine if this contributed to the performance of the functions developed in the entity under study, emphasizing that said studies greatly helped my professional performance; However, there were difficulties because the teaching received prioritized the theoretical part, downplaying the practical part. It is known that it is not only a matter of receiving knowledge, but also putting it into practice to gain confidence and security in the future labor market that must be faced.
ABSTRACT The present work of professional sufficiency had as a general objective, to determine how the management of people improves customer service in the Mibanco Operations Area, Huamachuco Agency, 2021. For which an exhaustive analysis has been carried out on the main problems that afflict the normal operation of the entity in terms of providing customer service; noting that the personnel need the study area does not fully comply with the job profiles, in addition to the fact that there is no participation of the immediate boss in the selection of personnel. Likewise, data collection instruments such as the questionnaire and evaluation form have been used, in such a way that they made it possible to detect the nature of the problems encountered. Given this, solution alternatives were presented, applying the appropriate methodology that allows determining the best of them for solving such problems, based on the development of training aimed at staff. On the other hand, an analysis was made of the academic training of the Administration Career, in order to determine if this contributed to the performance of the functions developed in the entity under study, emphasizing that said studies greatly helped my professional performance; However, there were difficulties because the teaching received prioritized the theoretical part, downplaying the practical part. It is known that it is not only a matter of receiving knowledge, but also putting it into practice to gain confidence and security in the future labor market that must be faced.
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Keywords
Gestión de personas, Servicio al cliente, Bancos