Evaluación De Herramienta Para Gestión De Cambios Y Su Incidencia En La Satisfacción De Los Clientes Internos Y Los Tiempos De Respuesta Del Área De Facturación En Empresa De Telecomunicaciones, 2021.

Abstract

This research work arose from the need identified in the organization in the process of system changes in the billing area of the Telecommunications company, since there were many incidents related to the aforementioned process taking place in this area. This research aims to measure the level of satisfaction that internal customers initially have who make change requests to the Invoicing area of the Telecommunications company, in addition, it is intended to identify the level of satisfaction of the internal customer that can be achieved with an improvement in the change management process of the aforementioned area and another point that is intended is to determine the relationship between the response times of the requests from internal customers before and after the improvement of the change management process in the company's Billing area of Telecommunications. For this research, two hypotheses are proposed, which are related to the independent variable, which has to do directly with the way in which the change management process is handled in the Invoicing area and the dependent variables, which are the internal customer satisfaction and response times. As a main result, it was possible to measure the level of satisfaction that internal customers initially had, which can be concluded that it was negative, then it was possible to identify that with the improvement of the change management process the level of satisfaction became positive, finally It was possible to determine the relationship between the response times before and after the improvement of the change management process carried out in the Billing area of the Telecommunications company.