Modelo de gestión del centro de atención y soporte de aplicaciones misionales de la Universidad de Pamplona.

Abstract

Determining a management model that ensures the quality, effectiveness and efficiency in the processes and procedures of after-sales services, presupposes a proper study of the needs of the institutions in order to establish the requirements and customer characteristics. The University of Pamplona in line with the quality management system has the support activities of Academusoft application whose function is to guide the client in use, management, configuration and parameterization of applications. OBJECTIVE: The purpose was to design a management model for the provision of care and support that meets the needs of the information system Academusoft University of Pamplona. MATERIALS AND METHODS: A descriptive cross-sectional study was conducted through the application of a survey of 17 leaders of the process at higher education institutions addressing the process variables related to care and support. RESULTS: Overall it was found that for the variable Management communication channels items scored lowest clarity in messages, language use and access to the talks with the spotlight and support. Regarding the variable Receiving lack of information requirements, indications and / or training in the processing of applications for care and support is evident. Finally care and education for varying customer compliance requirements, deficiencies in meeting requirements, effectiveness and speed of response to requests, knowledge and technical skills for the care and support is found. CONCLUSIONS: The proposed model follows the trend in customer contact centers where they channel all applications and classify them according to their nature seeking to improve the efficiency of staff.