Plan de acciones para perfeccionar la gestión del servicio enfocada al cliente en el Banco de Crédito y Comercio (BANDEC) Villa Clara
Fecha
2016-07-20
Autores
Hernández Plunkett, Yohana
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Editor
Universidad Central “Marta Abreu” de Las Villas. Facultad de Ingeniería Mecánica e Industrial. Departamento de Ingeniería Industrial
Resumen
Actualmente la entidad está inmersa en un redimensionamiento de su gestión integral, que ha incluido una renovación tecnológica que involucra la relación cliente-servicio al permitir mayor participación del cliente en el mismo, lo que determina que debe estudiar los resultados de este cambio, sobre todo en lo relacionado con la percepción del cliente sobre el servicio. Por esto la presente investigación estuvo enfocada a; diseñar un plan de acción para perfeccionar la calidad del servicio enfocada al cliente en BANDEC, Villa Clara, con vistas a favorecer la toma de decisiones en cuanto al plan de acciones propuestas en el servicio de otorgamiento de créditos a TCP. La búsqueda y análisis de la información necesaria se realizó mediante métodos y técnicas que brindan un soporte científico- técnico a la investigación: entrevistas, análisis documental, despliegue de la función de calidad (QFD), y matriz BCG. Todo lo anterior permitió valorar la situación actual de este servicio y señalar los principales problemas que inciden en su correcto manejo. Se formulan acciones encaminadas a solucionar las problemáticas detectadas y se proponen indicadores para el control las mismas.
Currently the company is undergoing a restructuring of their integrated management, which included a technological renovation that involves customer-service relationship by enabling greater customer participation in it, which determines that it should study the results of this change, especially in relation to the customer perception of the service. Therefore, this research was focused; designing an action plan to improve service quality customer focused BANDEC, Villa Clara, in order to promote decision-making regarding the plan of action proposed in the service of lending to TCP. Search and analysis of the necessary information was performed using methods and techniques that provide technical support scientific research: interviews, document analysis, deployment of the quality function (QFD), and BCG matrix. All this allowed assessing the current situation of this service and identifying key issues affecting their proper handling. Actions to address identified problems are formulated and indicators for monitoring them are proposed.
Currently the company is undergoing a restructuring of their integrated management, which included a technological renovation that involves customer-service relationship by enabling greater customer participation in it, which determines that it should study the results of this change, especially in relation to the customer perception of the service. Therefore, this research was focused; designing an action plan to improve service quality customer focused BANDEC, Villa Clara, in order to promote decision-making regarding the plan of action proposed in the service of lending to TCP. Search and analysis of the necessary information was performed using methods and techniques that provide technical support scientific research: interviews, document analysis, deployment of the quality function (QFD), and BCG matrix. All this allowed assessing the current situation of this service and identifying key issues affecting their proper handling. Actions to address identified problems are formulated and indicators for monitoring them are proposed.
Descripción
Palabras clave
Banco de Crédito y Comercio (BANDEC), Villa Clara, Gestión de los Servicios, Sistema Bancario, Calidad de los Servicios