Aplicativo web - móvil para la reingeniería de la gestión de procesos PQRS en la empresa EMDUPAR de la ciudad de VALLEDUPAR

Abstract
This degree project is focused on the design and construction of a mobile web application for the reengineering of the PQRS process management in the EMDUPAR Company of the city of Valledupar, which is supported under the standards offered by the development methodology. agile SCRUM. In this scenario, the execution of this project allowed the construction and implementation of a software solution for the organization, generating further progress and development in the management of its PQRS processes, creating a new communication channel between both points, improving customer interaction and loyalty. Given that, with this application, the company will provide greater autonomy in its interaction channels, managing to improve the experience of requests, complaints, claims, services and congratulations, In this context, with the development of this mobile web application, it can be demonstrated that, through the use of information technologies and the development of the software required by the client, productivity can be increased in the processes of any business model, focusing its scheme of work in the quality of services and continuous improvement. Therefore, with the deployment of the methodology and the stages of analysis, planning, implementation and increase of the software solution, the proposed objectives were met, increasing both the interaction of users with the company and the communication methods, which generated an impact of change in the current processes of the organization, denoting a greater performance in the development of the services provided by the company EMDUPAR. Among other aspects, it was possible to demonstrate that through the implementation of technological solutions, customer information can be controlled, parameterized and, failing that, secured, showing a new work perspective to the problems encountered, turning customers into an important asset for the company. Organization. On the other hand, with the creation of the information system, it was possible to conclude that by building a tool accessible to the user, simple and dynamic, the company EMDUPAR S.A. E.S.P, can compete against other companies in the sector with a quality service focused on customer service, generating corrective actions in the company's processes, which were adjusted through the implementation of the product, demonstrating an upward improvement in its service. Of PQRSF, changing the current landscape of company processes.
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