Plan de mejora al modelo de cumplimiento en los objetivos de calidad para las mesas de servicio en Algar Tecnología S.A.S.

Abstract

The main objective of this work is to develop an improvement plan to increase the levels of compliance in the indicators evaluated by the quality area. To carry out this proposal, the behavior of the indicators was identified between 2020 and 2021, time in which there were low levels of compliance of indicators due to the methods applied in the measurement and that were not satisfactory in the quality policies agreed by the client and the organization. In order to determine the solution, a new model was considered, improving mainly the items. Where these were agreed to evaluate the parameters in the quality of the service and that likewise contemplated a percentage value to its fulfillment; differentiating it from critical and non-critical items, as it will be detailed later. Being able to improve the job satisfaction of the collaborators by the good performance and fulfillment of the agreed. And to avoid any type of affectation for the company in the next renewals of the contract with the client.