Manual de descripción de puestos de trabajo y la calidad del servicio en Tele Cuatro Guayaquil C.A.

Abstract

This research work intends to study how setting up an employee operations manual will affect the quality of service provided by the personnel belonging to Tele Cuatro Guayaquil C.A., which is part of the Guayaquil canton of the Guayas province. The main subjects to be discussed in this investigation deal with the importance of control methods within the organization and to establish an organizational culture that goes hand in hand with the job descriptions, in order to achieve the quality of service. A correlational study, with quantitative approach, is completed through a validated questionnaire administering to all employees, with the intention of gathering information about those management factors that affect the quality of service of the company, subject of analysis; the results obtained, such as, commitment toward the organization and a lack of strategic planning lead, point out the need to implement an improvement proposal and an action plan focused on staff attitudes, continuous improvement, autonomy and professional training dimensions.