Browsing by Author "YILKA SOFIA CUERVO"

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    Sistema de gestión para la atención de PQRS en la empresa Servicios Públicos Domiciliarios.
    OMAR EDUARDO CASAS GUTIERREZ; YILKA SOFIA CUERVO; MILENA BOLIVAR ZABALA
    This research is developed within the context of organizational management, specifically in the process of handling petitions, complaints, claims, and suggestions (PQRS) at XYZ E.S.P. The study recognizes customer service as a fundamental element to strengthen service quality, institutional transparency, and organizational efficiency. The research arises from the identification of problems in the PQRS management process, including delays in response times, lack of standardized procedures, technological limitations, and deficiencies in coordination between departments. These situations affect user satisfaction and compliance with regulations related to the right of petition in Colombia. The main objective is to analyze the operation of the PQRS process, identify its shortcomings, and propose improvement strategies aimed at optimizing customer service. To achieve this, concepts related to quality management, continuous improvement, and information systems applied to PQRS management were addressed. Methodologically, the study was developed under a mixed-methods approach, combining quantitative and qualitative analysis through surveys, document review, and analysis of historical records. The results revealed weaknesses in process management, especially in response times, internal communication, and staff training. Finally, improvement strategies are proposed, focused on the implementation of management indicators, technological strengthening, human talent training, and procedure standardization, in order to consolidate a more efficient customer service system oriented toward user satisfaction.