Análisis de los procesos operativos de las PQR en la ESP Perla del Manacacias

Abstract

The administrative practice executed in the Perla Manacacias public services company is fundamental when analyzing the entire organizational structure of the company and its fundamental elements that affect the administrative management, specifically in the operation of the Public Services of Aqueduct, Sewer and Toilet. For this purpose, it was resorted to analyzing the PQR processes of ESP Perla del Manacacias presenting action plans according to the problems found. For this purpose, the matrix of weaknesses, opportunities, strengths and threats was established, which allows an effective development of said technical and administrative processes in this organization to be guaranteed. Thus, the practical exercise in the institution made it possible to demonstrate the behavior of essential areas in relation to the users of the services provided by the company. For this, the manuals of processes and procedures established for the development of the technical visits that are part of the process of answering all the requirements that the users of the services put up were taken into account. Therefore, the analysis of the areas of petitions, complaints and claims and the Technical and Operational Unit was taken into account. Likewise, data analysis was used, based on the statistics of Complaint and Complaint Reports; and the execution times of the technical visits, as well as the final response times to each user. From this analysis, it was found that there are faults in the communication between the areas involved in the answering process and solution to PQR, which is reflected in delays in response times. Therefore, it is necessary to update the procedure of visits to improve the links of the units and thus minimize the times in the answers to achieve the satisfaction of the users and therefore the success of the company.