Mejora de los Procesos Comerciales para Aumentar la Recuperación de la Cartera: Caso CNEL EP UN Manabí

Abstract

The problem is that changes to the processes are necessary because the workflow specification is found to be insufficient for several reasons. The legal basis to be able to intervene in the improvement of the commercial process in increasing the recovery of the portfolio is the organic statute of the public company. The objective is to propose the improvement in the commercial processes to increase the recovery of the portfolio in the Manabí electric company through the business management method. The results obtained are: a survey of 212 clients that is statistically significant or there is significant variability; proposal of optimized processes such as Persuasive Management, Payment Agreements Process and Pre-Coercive Management that minimize overdue invoices in the company; and the presentation in diagrams of Process, Collaboration, Choreography and Conversation, which demonstrate the feasibility of this research to optimize the time and effort in minimizing the overdue portfolio.