Diseño de un sistema de gestión de calidad total para el área de PQR de la Empresa Claro

Abstract

The inappropriate responses to the PQR (Petitions, Complaints, Claims and Resources) has led to the dissatisfaction of Claro users, who in turn, given their disagreement, go to the Superintendency of Industry and Commerce in order to make the respective complaint. This in turn implies that the superintendency imposes multimillion-dollar fines to clear. Therefore, given these inadequate responses, a bad image is created for the organization and profitability is affected by the fines, therefore, it is vitally important to create a mechanism that allows improving the issuance of responses to the PQRs through a total quality management system (SGCT), through which each sub-process of PQR management can be controlled and measured, providing continuous improvement. Additionally, it is essential that the objectives of each collaborator are aligned with the total quality management system, but based on their role and defined functions.