Diseño del modelo del negocio. Plan de mejora al departamento comercial, área SVC, aplicado a la CNT-EP Azogues

Abstract

The Constitution of the Republic of Ecuador establishes that the policies and the provision of public goods and services will be oriented towards the fulfillment of the rights of citizens guaranteeing good living, Sumak Kawsay. (Constitution of the Republic of Ecuador, 2008, p.39). The CNT EP is dedicated to the provision of telecommunications services such as: fixed and mobile telephony, fixed and mobile internet and satellite television, solving communication problems, thanks to these we have countless communication devices such as: mobile phones , social networks, chats, emails, online and real-time communication or videoconferencing; so it is necessary that telecommunications companies provide their services with quality, speed and good prices, oriented to good living policies being a fundamental part of the attention given to customers who come to the service modules, where will receive several types of complaints and will give the opportunity to customers know your company, identify with it, becoming frequent and loyal customers, therefore the company should manage the process of attention to complaints always seeking continuous improvement; In this research, this proposal will be presented based on the perception of the clients and considering the quality route, and knowing that the CNT is one of the few public companies that has been qualified with the International Standards ISO 10002: 2004.