Gestión de procesos con los clientes de Funeraria Suroeste Antioqueño S.A.S.

Abstract

The administrative practice was developed at the Suroeste Antioqueño SAS Funeral Home located in the municipality of Andes - Antioquia, where a diagnosis was made based on surveys applied to funeral service clients, which resulted in deficiencies and errors in the processes performed before, during and after the provision of the service. The aforementioned, allowed us to detect that the company does not have a quality management system that allows it to evaluate, analyze, control and provide feedback to the operating processes and management processes with its users, consequently, the clients' expectations regarding the services offered by the organization are unsatisfied. The objective of the administrative practice was aimed at correcting the shortcomings present in the company-client relationship, implementing the SERVQUAL model to improve the management of the processes with the clients, in this way the quality of the services in the organization could be measured and also know the level of satisfaction of users, by measuring the dimensions proposed by the SERVQUAL model, such as: reliability, sensitivity, security, empathy and tangible elements; along with an action plan to measure the times, costs, and objectives that were intended to be achieved. Thus, the importance of hiring qualified personnel for the implementation of the model and for customer service was demonstrated, in order to guarantee benefits to the organization and satisfactory results for users.