Evaluación del proceso de servicio de indemnización por daños, en la Unidad de Negocio El Oro-CNEL EP.

Abstract

CNEL EP is a public company that sells and distributes electricity and public lighting. The Unidad de Negocios El Oro serves 275.306 consumers. In the process of providing the service, damages occur to the assets of the clients that must be compensated. The purpose of this article is to evaluate the process of compensation for damages, in The Unidad de Negocios El Oro-CNEL EP. It´s a qualitative study, the model used for the evaluation is the Blueprint Service. The results of the evaluation allowed to determine the lines of interaction between the client and the employees of the company, the lines of internal interaction between the employees and representatives of the contracted Insurer, the work carried out by the different areas of the company that is invisible to customers, risks, failures and waiting areas that the service process has. Recommendations are made to redesign the service process and overcome the identified weaknesses.