Propuesta de procesos complementarios para el mejoramiento de la gestión comercial de la Empresa Eléctrica Azogues C.A.

Abstract

The objective of this methodological proposal was to design complementary processes for the improvement of the commercial management of Empresa Eléctrica Azogues C.A. For this purpose, a literature review was carried out; in addition, a quantitative methodology was applied through the administration of a survey directed to 9 people working in the commercial department. The main results determined that the efficiency of the new processes implemented in the commercial management system is frequently reported (78%); on the other hand, it is indicated to improve the processes related to data updating (45%). On this basis, a proposal was designed to improve the operational efficiency of the commercial area, considering the services of customer service, connections and meters, as well as collection and portfolio management. Of these services, we worked with the processes of user consultation, contract at the existing supply point and claims for active accounts. The work concludes that the commercial management and the processes in the FSS would facilitate the development of the activities around the departmental organization; therefore, the need to have a standardized and complete process in such a way that it is possible to locate the most critical areas of the department.