Diagnóstico de la calidad de servicio en la división de beneficios de la empresa ABC
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Date
2026-01-01
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Tecnológica Centroamericana UNITEC
Abstract
Este estudio aborda la problemática actual de la calidad del servicio en la División Beneficios de la empresa ABC, con el objetivo de optimizar la satisfacción de los usuarios mediante un análisis integral de los procesos más críticos y la implementación de propuestas de mejora. La División de Beneficios tiene como función central evaluar solicitudes y gestionar dichos beneficios mediante procesos administrativos internos. A pesar de haber alcanzado un 75% de ejecución del Plan Operativo Anual para el año 2024, la división enfrenta desafíos operativos que afectan la percepción del servicio, tales como demoras en los tramites, falta de automatización, canales de atención limitados y procedimientos burocráticos poco transparentes. Estas debilidades pueden generar insatisfacción entre los beneficiarios, tanto activos como pensionados. La empresa ABC cuenta con un canal digital denominado “Conectados”, el cual ya se encuentra en funcionamiento y busca mejorar la atención mediante la gestión electrónica de tramites de forma segura y accesible para los jubilados y pensionados.
This study addresses the current challenges related to service quality in the Benefits Division of company ABC, with the objective of optimizing user satisfaction through a comprehensive analysis of the most critical processes and the implementation of improvement proposals. The Benefits Division is primarily responsible for evaluating requests and managing the corresponding benefits through internal administrative procedures. Despite achieving 75% execution of the Annual Operational Plan for the year 2024, the division faces operational challenges that negatively affect service perception, such as delays in processing, lack of automation, limited customer service channels, and non-transparent bureaucratic procedures. These weaknesses may lead to dissatisfaction among both active and retired beneficiaries. Company ABC has implemented a digital platform called “Conectados,” which is currently in operation and aims to enhance service quality by enabling secure and accessible electronic processing for retirees and pensioners.
This study addresses the current challenges related to service quality in the Benefits Division of company ABC, with the objective of optimizing user satisfaction through a comprehensive analysis of the most critical processes and the implementation of improvement proposals. The Benefits Division is primarily responsible for evaluating requests and managing the corresponding benefits through internal administrative procedures. Despite achieving 75% execution of the Annual Operational Plan for the year 2024, the division faces operational challenges that negatively affect service perception, such as delays in processing, lack of automation, limited customer service channels, and non-transparent bureaucratic procedures. These weaknesses may lead to dissatisfaction among both active and retired beneficiaries. Company ABC has implemented a digital platform called “Conectados,” which is currently in operation and aims to enhance service quality by enabling secure and accessible electronic processing for retirees and pensioners.
Keywords
Beneficios, Evaluación, Gestión