Propuesta de optimización de la gestión documental del área de atención al cliente en la empresa Movistar en Santiago de Cali

Abstract

The objective of this degree project is to prepare a proposal for the improvement of the document management of the Movistar customer service area, dedicated to the provision of fixed telephony, mobile telephony, internet (fiber and 4G) and television services (Movistar +).

It should be noted that the importance of document management lies in contributing to the considerable improvement and optimization of everything related to the management of valuable information, which saves time, space and money.

In view of the foregoing, this plan is proposed with the purpose of improving the deficiencies observed in the processes of membership applications, acceptance contract, information collection, data update y RCCR carried out by the Movistar company customer service area, in order to contribute to the systematization of these processes through software called ATHENTO and a series of strategies aimed at streamlining work, reducing costs for Stationery concept and in turn contribute to the environment. In this way, a work plan was structured in which a diagnosis of the company was carried out through different matrices such as the PCI, POAM, SWOT, with the purpose of analyzing the current situation of the organization.

Finally, an economic and financial analysis is carried out in order to know the benefitsand income that the company will receive when successfully developing the proposed plan.