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Análisis de varios usuarios de CNEL Los Ríos con problemas en el consumo de energía
| dc.contributor.advisor | Cevallos Monar, Carlos Alfredo | |
| dc.contributor.author | Albán Silva, Pedro Alfredo | |
| dc.date.accessioned | 2020-05-07T04:15:16Z | |
| dc.date.available | 2020-05-07T04:15:16Z | |
| dc.date.issued | 2020 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/7856 | |
| dc.description | This research work arises due to the problem that exists in the users of the CNEL EP Los Ríos Business Unit, due to the lack of knowledge of how to make claims for the high collection of monthly returns for the consumption of the electric energy service in the Babahoyo city. One of the conclusions of this work is to determine that there are shortcomings in the process of dealing with a claim, in many cases carrying out work beyond what is indicated by the commercial policies of CNEL EP LOS RIOS, it is possible to provide a service where the user feels that the company is helping him to solve said problem. We observe that these are problems that could be avoided by carrying out a correct inspection of the companies contracted to carry out the work of taking meter readings and in other cases due to errors in billing that are mentioned in the case study. Their respective training must be carried out both for customer service personnel and technical operational personnel in order to understand what they want to achieve is to change the image of the CNEL EP LOS RIOS, and what they want to achieve is that the It is seen as a consumer-friendly company. We recommend that the tariff sheet must be socialized, which is approved annually by the ARCONEL (Electricity Regulation and Control Agency), through different means of communication and thus ensure that the user can understand the reason for each of the values that vary in many cases monthly. A good option is that in the customer service area we observe that many users queue long to put their claim, we consider that this time should be used to give workshops on the most casual problems due to the increase in energy, such as leaks of energy, spoiled appliances, energy use (consumer rate) etc. In order to avoid future claims. | es_ES |
| dc.description | This research work arises due to the problem that exists in the users of the CNEL EP Los Ríos Business Unit, due to the lack of knowledge of how to make claims for the high collection of monthly returns for the consumption of the electric energy service in the Babahoyo city. One of the conclusions of this work is to determine that there are shortcomings in the process of dealing with a claim, in many cases carrying out work beyond what is indicated by the commercial policies of CNEL EP LOS RIOS, it is possible to provide a service where the user feels that the company is helping him to solve said problem. We observe that these are problems that could be avoided by carrying out a correct inspection of the companies contracted to carry out the work of taking meter readings and in other cases due to errors in billing that are mentioned in the case study. Their respective training must be carried out both for customer service personnel and technical operational personnel in order to understand what they want to achieve is to change the image of the CNEL EP LOS RIOS, and what they want to achieve is that the It is seen as a consumer-friendly company. We recommend that the tariff sheet must be socialized, which is approved annually by the ARCONEL (Electricity Regulation and Control Agency), through different means of communication and thus ensure that the user can understand the reason for each of the values that vary in many cases monthly. A good option is that in the customer service area we observe that many users queue long to put their claim, we consider that this time should be used to give workshops on the most casual problems due to the increase in energy, such as leaks of energy, spoiled appliances, energy use (consumer rate) etc. In order to avoid future claims. | es_ES |
| dc.description.abstract | El presente trabajo investigativo surge debido al problema que existe en los usuarios de la CNEL EP Unidad de Negocio Los Ríos, por el desconocimiento de la forma como realizar los reclamos por el cobro elevado de planillas mensuales por el consumo del servicio de energía eléctrica en la ciudad de Babahoyo. Una de las conclusiones de este trabajo es determinar que existen falencias en el proceso de la atención de un reclamo, en muchos de los casos realizando trabajos más allá de lo que indiquen las políticas comerciales de la CNEL EP LOS RIOS, se puede llegar a brindar una atención donde el usuario sienta que la empresa le está ayudando a solucionar dicho problema. Observamos que son problemas que se pudieron evitar, realizando una correcta fiscalización a las compañías contratadas para realizar los trabajos de toma de lecturas de los medidores y en otros casos por errores en la facturación que son mencionadas en el estudio de caso. Se deberá realiza su respectiva capacitación tanto al personal de servicio al cliente como al personal técnico operativo con la finalidad de que se entienda lo que se quiere lograr es cambiar la imagen de la CNEL EP LOS RIOS, y lo que se quiere lograr es que la misma sea vista como una empresa amiga del consumidor. Recomendamos que tiene que ser socializado el pliego tarifario el cual es aprobado anualmente por la ARCONEL (Agencia de Regulación y Control de Electricidad), mediante distintos medios de comunicación y así lograr que el usuario pueda comprender el porqué de cada uno de los valores que varían en muchos de los casos mensualmente. Una buena opción es que en el área de servicio al cliente observamos que muchos usuarios realizan largas colas para poner su reclamo, consideramos que ese tiempo deberá ser aprovechado para dar talleres acerca de los problemas más casuales por el incremento de energía, tales como fugas de energía, electrodomésticos en mal estado, uso de la energía (tarifa del consumidor) etc. Con la finalidad de ir evitando futuros reclamos. | es_ES |
| dc.format.extent | 18 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | Babahoyo, UTB - FAFI 2020 | es_ES |
| dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
| dc.subject | Facturación | es_ES |
| dc.subject | Energía Eléctrica | es_ES |
| dc.subject | Servicio al Cliente | es_ES |
| dc.subject | Reclamos | es_ES |
| dc.subject | Inspección | es_ES |
| dc.subject | Pliego tarifario | es_ES |
| dc.title | Análisis de varios usuarios de CNEL Los Ríos con problemas en el consumo de energía | es_ES |
| dc.type | bachelorThesis | es_ES |
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