Diseño de un sistema operacional para la estandarización del proceso de atención de PQR´s en empresas de servicios del sector público de energía en Colombia

Abstract

The following research project was carried out in order to determine the aspects that must be taken into account to achieve a standardization and design of a model that manages to optimize the response time given to the users of public service companies focused on the energy service in Colombia. The companies in this sector require some instruments that allow such monitoring to be carried out for the execution of their mission, which establishes a time limit for responding to users and all this is achieved through the degree of satisfaction that they have. However, this is a process that has not been established and standardized since the industries do not give it the degree of importance that they require. Next, data and strategies used to demonstrate and facilitate the management of this tool will be shown, helping companies in the energy sectors to develop strategies that reduce guardianships that require extraordinary payments which prevent the proper functioning of the institutions.