Diseño de un Modelo de Gestión de servicios y atención al cliente para los administradores de los servicios concesionados de la Escuela Superior Politécnica de Chimborazo de la ciudad de Riobamba en el período 2013

Abstract

This thesis developed a "Model Design and Customer Management for Managers Concession Services of Polytechnic School of Chimborazo in Riobamba city in the period 2013", which will help improve the quality of service and customer concessions offered by the institution, this will ensure social stability, economic and cultural life of the Polytechnic community. We conducted a market research to determine the degree of satisfaction with internal clients to different concessions services. As for the proposed use corporate communication strategy and a Culture of Quality service, for which plans a publicity Brief ( is an advertising strategy) that consist of three stages: launch, reminder, fixing and maintenance, implement strategies that BTL (below the line) and personnel training, taking into account that we have two public objectives polytechnic community and the administrators of different concession services, implement images, logos and social networking, according to the results achieved. For advertising we will use innovative designs to give a better image of concession services. It is recommended to implement a joint effort between the Department of Polytechnic and Marketing Engineering Students, to be carried out constant monitoring of services to achieve a culture of quality we need for development of the institution.