Propuestas de Mejoras al Servicio al Cliente en la Unidad Básica Talleres Ferroviarios ‘‘9 de Abril’’ Sagua la Grande.
Date
2009-07-21
Authors
Sánchez Méndez, Marleny
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Central "Marta Abreu" de Las Villas
Abstract
La presente investigación se desarrolla en la Unidad Básica Talleres Ferroviarios 9 de
Abril de Sagua la Grande con el objetivo de mejorar el servicio al cliente de dicha unidad. Para lograr esto se realizó una caracterización de la unidad, llegándose a
establecer una serie de deficiencias que en mayor o menor medida afectan el servicio el servicio prestado. Para dar solución a las mismas se proponen un conjunto de
estrategias, las cuales se dividen en acciones a largo plazo y a corto plazo.
Precisamente de estas últimas se les determino su eficiencia demostrándose así las
posibilidades reales de mejoramiento en el servicio al cliente que brinda la unidad.
This research is the basic unit in Railway Workshops April 9th of Sagua la Grande to improve customer service in that unit. To achieve this there was a characterization of the unit, to introduce a number of shortcomings to a greater or lesser extent affect the service in their service. To solve them are proposed a set of strategies, which are divided into shares in the long term and short term. Precisely the latter were determined demonstrating its efficiency and the real improvement in customer service provided by the unit.
This research is the basic unit in Railway Workshops April 9th of Sagua la Grande to improve customer service in that unit. To achieve this there was a characterization of the unit, to introduce a number of shortcomings to a greater or lesser extent affect the service in their service. To solve them are proposed a set of strategies, which are divided into shares in the long term and short term. Precisely the latter were determined demonstrating its efficiency and the real improvement in customer service provided by the unit.
Description
Keywords
Servicio al Cliente, Talleres Ferroviarios, Sagua la Grande, Mejoras