Diseño de un sistema de gestión para el área comercial de la Empresa Pública – Empresa Municipal de Agua Potable y Alcantarillado de la ciudad de Riobamba

Abstract

Internal and external customer dissatisfaction has caused instability in EP-EMAPAR (Municipal Water Supply and Sewage Company of Riobamba). With this criterion, it can be said that the management system is a set of systematic and transparent processes that allow managers to direct, monitor and evaluate the institutional performance concerning quality and satisfaction when presenting the service. This research work has been carried out through the deductive method. In order to achieve its objectives, it has been necessary to apply different research types. Types such as descriptive, direct and field observation permit the use of several tools such as surveys, interviews, and direct observation. These have been applied to 21 persons that work at the Commercial Area, as well as to the 400 users that have been taken as the research sample. In order to find out the user level of satisfaction and the EP-EMAPAR staff, a Management System for the Commercialization Area has been designed. This system should contain the institutional philosophy to have a better working atmosphere. It should also have an improvement plan of the processes in order to achieve a better perception of the offered service. The institutional philosophy helps the development and improvement of an enterprise and the vision of each worker. This goes along whit good planning since it helps pursue objective achievement. In the same way, the working positions and procedures handbooks establish an adequate communication among the staff involved in the tasks fostering their completion in an orderly and systematic manner.