Modelo de gestión de quejas generadas en el área de postventa – talleres en la empresa Casabaca S.A en la ciudad de Quito.

Abstract

This study is due to the problem identified by the company Casabaca S.A, related to the attention and management of complaints within the aftersales area. The objective of the study is to present a management model for the attention and administration of said complaints, in which standardized guidelines are proposed for their resolution. In the first chapter, the premises that gives rise to the proposed research are summarized. In chapter two, we analyze the theoretical bases that support the study, which are related to Quality Management, Kaizen and Customer Service Management. In chapter three, the inferential method is defined as the most suitable for research, and the survey, interview and observation are considered as the collection techniques applied in it. Finally, in chapter four, the proposal is presented through the elaboration of a process manual. This manual covers care protocols, referral matrix and training plan for those involved, which will help to improve the area and compliance with indicators.