Propuesta de mejora administrativa para la organización de los procesos de atención al cliente y soporte técnico en una empresa del sector de circuito cerrado de televisión (CCTV)

Abstract

This study aims to design an administrative improvement proposal for the organization of customer service and technical support processes in a closed-circuit television (CCTV) company, in order to optimize internal management, improve response times, and strengthen operational efficiency. This research was developed using a descriptive, qualitative approach with a proposal-oriented scope, employing techniques such as direct observation, document review, and process mapping. These techniques allowed for the identification of a concentration of functions in management, a lack of standardized procedures, deficiencies in internal communication, and a lack of document control. Consequently, a proposal was designed that includes redesigning the functional organizational chart, implementing a RACI matrix, and developing administrative strategies focused on role classification, improving internal communication, information control, and staff training. These actions seek to strengthen process organization, improve service quality, and increase customer satisfaction, contributing to the company's development and competitiveness.