Evaluación del sistema de información para mejorar el servicio al cliente en una empresa de servicios públicos
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Authors
Quintana Franco, Oscar Oswaldo
Director
Content type
Trabajo de grado - Maestría
Document language
EspañolPublication date
2018-03-01
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Abstract
En este trabajo se presenta la evaluación de un sistema de información que ha sido diseñado para el mejoramiento de los procesos de atención a los clientes en una importante empresa de servicios públicos de la ciudad de Bogotá. Para esto, primero se realizó todo el proceso de implementación del sistema y una vez ocurrió esta etapa se esperó un tiempo prudencial para que se estabilizara el sistema para con esto poder realizar una evaluación del mismo. Entonces se realizó un instrumento de medición, basado en la literatura, el cual se aplicó a la totalidad de los usuarios del sistema a través de un cuestionario en línea. Mediante el análisis de estos resultados, se lograron identificar puntos en los cuales el sistema es fuerte, así como en donde están las mayores oportunidades de mejora con lo cual la empresa de servicios pueda establecer un programa de trabajo para desarrollar evolutivos que contribuyan a potencializar el sistema.
Abstract: This paper shows the evaluation of an information system that has been developed to improve the processes of client attention in a very important public services company of Bogota’s city. To achieve this, first, was to do all the process of implementation of the system and when this stage comes to an end, a period of stabilization was taken and after this, the evaluation of the system began. Then a measuring instrument was done, using a lot of literature references, which all the users filled through an online survey. Through an analysis results, it’s possible to identify several spots where the application is strong and where the system could improve to become a better system. This information could be shared with the services company, which would take a following decision to improve the system in a future.
Abstract: This paper shows the evaluation of an information system that has been developed to improve the processes of client attention in a very important public services company of Bogota’s city. To achieve this, first, was to do all the process of implementation of the system and when this stage comes to an end, a period of stabilization was taken and after this, the evaluation of the system began. Then a measuring instrument was done, using a lot of literature references, which all the users filled through an online survey. Through an analysis results, it’s possible to identify several spots where the application is strong and where the system could improve to become a better system. This information could be shared with the services company, which would take a following decision to improve the system in a future.